Andreas Fürst

How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach

Christian Homburg, Andreas Fürst · Journal of Marketing · 2005 · 748 citations

Customer Experience, Customer Satisfaction, Complaint Management +18

See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints

Christian Homburg, Andreas Fürst · Journal of the Academy of Marketing Science · 2007 · 141 citations

Customer Experience, Customer Satisfaction, Organizational Conflict +8

On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations

Christian Homburg, Andreas Fürst, Nicole Koschate · Journal of the Academy of Marketing Science · 2009 · 82 citations

Customer Experience, Customer Satisfaction, Specific Complaint Situations +13

Organizational Multichannel Differentiation: An Analysis of Its Impact on Channel Relationships and Company Sales Success

Andreas Fürst, Martin Leimbach, Jana‐Kristin Prigge · Journal of Marketing · 2016 · 61 citations

Customer Satisfaction, Task Differentiation, Multichannel Marketing +23

All or Nothing in Sensory Marketing: Must All or Only Some Sensory Attributes Be Congruent With a Product’s Primary Function?

Andreas Fürst, Nina Pečornik, Christian Binder · Journal of Retailing · 2020 · 51 citations

Behavioral Sciences, Consumer Decision Making, Sensory Marketing +13