Dr. Andreas Lechner

Research Fellow
Faculty of Business Administration and Economics
Phone: +49 821 598-4247
Email:
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PhD Project

"Customer Reactions to Frontline Employee Emotion Authenticity: An Empirical Investigation of Boundary Conditions"

Publications

Journal Articles

Lechner, Andreas T. and Frank Mathmann (2020): Bringing Service Interactions Into Focus: Prevention- Versus Promotion-Focused Customers’ Sensitivity to Employee Display Authenticity, in: Journal of Services Research (forthcoming). [ Download]

 

Kralj, Sonja N., Andreas T. Lechner, and Michael Paul (2019): Subtle but Spotted? Influencing Factors of Customer-Perceived Weight Discrimination, in: Journal of Services Marketing, 33 (5), 532-546. [ Download]

 

Lechner, Andreas T. and Michael Paul (2019): Is this Smile for Real? The Role of Affect and Thinking Style in Customer Perceptions of Frontline Employee Emotion Authenticity, in: Journal of Business Research, 94 (1), 195-208. [ Download]

 

 

Conference Papers

Lechner, Andreas T. (2018): I Don’t Care: How Restrictions in Service Provider Choice Eliminate Effects of Frontline Employee Emotion Authenticity on Customer Satisfaction, in: 2018 AMA Summer Academic Conference, Boston, MA. [ Download]

 

Lechner, Andreas T. (2017): Good Choice! How the Provision of Choice of Service Provider Can Bias Customer Perceptions of Frontline Employee Emotion Authenticity, in: 46th EMAC Conference, Groningen, NL. [ Download]

 

Lechner, Andreas T. and Michael Paul (2016): On Being Happily Mistaken and Sadly Right: Customer Pre-Consumption Affect as a Moderator of Emotional Labor Perceptions and Service Evaluations, in: 25th Frontiers in Service Conference, Bergen, NOR. [ Download ]

 

Lechner, Andreas T. and Michael Paul (2016): Do They Always See It, Do They Always Care? Choice and Attentional Resources as Boundary Conditions of Customer Reactions to Frontline Employees’ Emotional Authenticity, in: 2016 AMA Winter Educators´ Conference, Las Vegas, NV, K74-K75. [ Download ]

 

Lechner, Andreas T. and Michael Paul (2015): Is Emotional Authenticity in Service Delivery Always Key to Customer Satisfaction? An Empirical Investigation of Boundary Conditions, in: 24th Frontiers in Service Conference, San José, CA, 159-160. [ Download ]

 

 

Books

Lechner, Andreas T. (2019): Customer Reactions to Frontline Employee Emotion Authenticity: An Empirical Investigation of Boundary Conditions, Augsburg: University of Augsburg Press. [urn: nbn:de:bvb:384-opus4-511222]

 

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