@article{7190,
  abstract     = {                  Online customers’ journeys span several touchpoints, which typically do not involve any interpersonal interactions with online retailers—except at the moment of delivery (MoD). When retailers use third-party courier services to fulfill orders, they relinquish control over this critical, last-mile touchpoint, possibly to their detriment. An analysis of over 35,000 reviews shows that a negative MoD experience can trigger ripple effects through detrimental word of mouth (WOM). To regain control, retailers might adopt vertical integration or inoculation. Across four experimental studies, the current research examines how courier type (proprietary vs. third-party) affects consumers’ WOM in response to positive and negative MoD experiences and how inoculation messages can reduce customers’ susceptibility to adverse effects of negative MoD experiences. A single-paper meta-analysis affirms that third-party couriers buffer the detrimental effects of negative MoD experiences, but positive MoD experiences benefit only established retailers handling last-mile delivery themselves. Inoculation messages can also increase customer resilience to last-mile failures by mitigating the adverse effects of negative MoD experiences on WOM. This research highlights couriers’ crucial role as key actors in the MoD and clarifies the effects of MoD experiences for online retailers, emphasizing the need to consider both couriers and preemptive measures.
                },
  author       = {Funke, Christopher and Walsh, Gianfranco and Schäfers, Tobias},
  issn         = {1552-7379},
  journal      = {Journal of Service Research},
  publisher    = {SAGE Publications},
  title        = {{The Moment of Delivery in Online Retailing: How Courier Types and Inoculation Messages Affect Reactions to the Last-Mile Experience}},
  doi          = {10.1177/10946705261464334},
  year         = {2026},
}

@inproceedings{7023,
  author       = {Wiebe, Jamie-Lynn and Breustedt, Lukas and Schäfers, Tobias and Benoit, Sabine},
  location     = {Braga},
  title        = {{Early and goal-oriented or late and desperate? The effects of the timing of customers’ in-store navigation}},
  year         = {2026},
}

@inproceedings{7022,
  author       = {Breustedt, Lukas and Schäfers, Tobias and van der Borgh, Michel},
  location     = {Braga},
  title        = {{From Event Logs to Experiences: Process Mining of Customer Journeys in Retail Service Systems}},
  year         = {2026},
}

@inproceedings{7021,
  author       = {Blečić, Aleksandar and Saracevic, Selma and Micevski, Milena and Schäfers, Tobias and Lindgreen, Adam},
  location     = {Braga},
  title        = {{Stereotypes at the Frontline: Mapping Disability Perceptions to Service Outcomes and Testing Interventions for Equitable Encounters}},
  year         = {2026},
}

@inproceedings{7020,
  author       = {Euler, Tim and Diederichs, Alina and Schäfers, Tobias and Heußler, Tobias and Seegebarth, Barbara},
  location     = {Braga},
  title        = {{The Impact of Social Distance on Ridesharing Services for Coworkers}},
  year         = {2026},
}

@inproceedings{7019,
  author       = {Euler, Tim and Diederichs, Alina and Seegebarth, Barbara and Schäfers, Tobias and Heußler, Tobias},
  location     = {Bath},
  title        = {{The Impact of Social Distance on Ridesharing}},
  year         = {2026},
}

@inproceedings{7018,
  author       = {Alberternst, Benedikt and Kessing, Katharina and Böhm, Eva and Eggert, Andreas and Garnefeld, Ina and Schäfers, Tobias and Steinhoff, Lena and Woisetschläger, David},
  location     = {Madrid},
  title        = {{A Relational Perspective on Responsibility for Sustainable Market Behavior}},
  year         = {2026},
}

@inproceedings{7017,
  author       = {Saracevic, Selma and Schäfers, Tobias},
  location     = {Madrid},
  title        = {{The Desirability-Opportunism Effect: Consumers’ Bypassing Behavior in On-Demand Product Features}},
  year         = {2026},
}

@inproceedings{7015,
  author       = {Mustak, Mekhail and Rangarajan, Deva and Schäfers, Tobias and Ulaga, Wolfgang},
  location     = {Montreal},
  title        = {{Beyond Silos: Developing an Integrated Understanding of Customer Success Management and Service Recovery}},
  year         = {2025},
}

@inproceedings{7014,
  author       = {Huth, Frederik and Saracevic, Selma and Klein, Jan and Schäfers, Tobias and Henkel, Sven},
  location     = {Montreal},
  title        = {{Product Feature Servitization - Exploring consumer perceptions}},
  year         = {2025},
}

@inproceedings{7013,
  author       = {Huth, Frederik and Saracevic, Selma and Klein, Jan F. and Schäfers, Tobias and Henkel, Sven},
  location     = {Rome},
  title        = {{On-Demand Features - Exploring consumer perceptions}},
  year         = {2025},
}

@inproceedings{7016,
  author       = {Breustedt, Lukas and Schäfers, Tobias and Benoit, Sabine},
  location     = {Montreal},
  title        = {{Navigating the Convenience Dilemma: The Differential Effects of In-Store Mobile Search}},
  year         = {2025},
}

@inproceedings{7012,
  author       = {Breustedt, Lukas and Schäfers, Tobias and Benoit, Sabine},
  location     = {Rome},
  title        = {{Navigating the Convenience Dilemma: The Differential Effects of In-Store Mobile Search}},
  year         = {2025},
}

@inproceedings{7011,
  author       = {Breustedt, Lukas and Schäfers, Tobias and van der Borgh, Michel},
  location     = {Rome},
  title        = {{Customer Journey Mining in Retail: A Process Mining Approach for Analyzing and Managing Customer Journeys}},
  year         = {2025},
}

@article{6266,
  author       = {Benoit, Sabine and Merfeld, Katrin and Tunn, Vivian S.C. and Schäfers, Tobias and Andreassen, Tor Wallin},
  issn         = {01482963},
  journal      = {Journal of Business Research},
  publisher    = {Elsevier BV},
  title        = {{The B2B sharing economy: Framework, implications, and future research}},
  doi          = {10.1016/j.jbusres.2025.115244},
  volume       = {191},
  year         = {2025},
}

@inbook{5906,
  author       = {Schäfers, Tobias},
  booktitle    = {Vertrieb und Vertrag an der Schwelle zur digitalen Dienstleistungswirtschaft},
  editor       = {Albers, Gregor and Hamann, Hanjo},
  pages        = {207--215},
  publisher    = {Mohr Siebeck},
  title        = {{Sharing is Caring? Wahrnehmungen und Verhalten der Nachfrager im Rahmen zugangsbasierter Dienstleistungen}},
  doi          = {10.1628/978-3-16-164418-4},
  year         = {2025},
}

@inproceedings{5492,
  author       = {Florea, Dorian and Baliga, Ashwin and Rangarajan, Deva and Schäfers, Tobias},
  location     = {Sarajevo},
  title        = {{Customer Education in Value-Based Selling}},
  year         = {2025},
}

@article{5404,
  author       = {Schäfers, Tobias and Hülsebusch, Daniela and Cziehso, Gerrit},
  issn         = {0019-8501},
  journal      = {Industrial Marketing Management},
  pages        = {169--178},
  publisher    = {Elsevier BV},
  title        = {{“Come and visit us!”: The effects of factory tour participation on customers}},
  doi          = {10.1016/j.indmarman.2025.01.004},
  volume       = {125},
  year         = {2025},
}

@article{5405,
  author       = {Narayanamurthy, Gopalakrishnan and Jayanth, R Sai Shiva and Moser, Roger and Schäfers, Tobias and Nagendra, Narayan Prasad},
  issn         = {0925-5273},
  journal      = {International Journal of Production Economics},
  publisher    = {Elsevier BV},
  title        = {{Data-driven digital transformation for uncertainty reduction – Application of satellite imagery analytics in institutional crop credit management}},
  doi          = {10.1016/j.ijpe.2024.109498},
  volume       = {280},
  year         = {2025},
}

@article{4876,
  author       = {Mandler, Timo and Cziehso, Gerrit P. and Schäfers, Tobias and Kupfer, Ann‐Kristin and Mafael, Alexander},
  issn         = {1520-6793},
  journal      = {Psychology & Marketing},
  publisher    = {Wiley},
  title        = {{This article is… Consumer reactions to unfinished teasers for digital content}},
  doi          = {10.1002/mar.22098},
  year         = {2024},
}