Foto del docente

Chiara Orsingher

Associate Professor

Department of Management

Academic discipline: SECS-P/08 Management

Coordinator of PhD Programme of Management

Publications

Wirtz, Jochen; Orsingher, Chiara*; Cho, Hichang, Engaging customers through online and offline referral reward programs, «EUROPEAN JOURNAL OF MARKETING», 2019, onlinefirst, pp. 1 - 27 [Scientific article]

Van Vaerenbergh, Yves*; Varga, Dorottya; De Keyser, Arne; Orsingher, Chiara, The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research, «JOURNAL OF SERVICE RESEARCH», 2019, 22, pp. 103 - 119 [Scientific article]

Bolton, Ruth N.; McColl-Kennedy, Janet R.; Cheung, Lilliemay; Gallan, Andrew; Orsingher, Chiara; Witell, Lars; Zaki, Mohamed, Customer experience challenges: bringing together digital, physical and social realms, «JOURNAL OF SERVICE MANAGEMENT», 2018, 29, pp. 776 - 808 [Scientific article]

Sara Valentini, Chiara Orsingher, Alexandra Polyakova, Customers’ Emotions in Service Failure and Recovery: A Meta-Analysis, in: People Make Marketing, 2018, pp. 131 - 136 (atti di: 47th EMAC Annual Conference, Glasgow, UK, May 29- June 1, 2018) [Contribution to conference proceedings]

Orsingher, Chiara; Wirtz, Jochen, Psychological drivers of referral reward program effectiveness, «THE JOURNAL OF SERVICES MARKETING», 2018, 32, pp. 256 - 268 [Scientific article]

Yves Van Vaerenberg, Dorottya Varga, Arne De Keyser, Chiara Orsingher, The Service Recovery Journey (SRJ): Conceptualization, Integration and Directions for Future Research, in: I PERCORSI IDENTITARI NEL MARKETING - XV SIM CONFERENCE, 2018, pp. 1 - 5 (atti di: I PERCORSI IDENTITARI NEL MARKETING - XV SIM CONFERENCE, Bari, 18-19 ottobre 2018) [Contribution to conference proceedings]

Orsingher, Chiara; Valentini, Sara; Polyakova,, Customers’ Emotions in Service Failure and Recovery: a Meta-Analysis, in: Advances in Consumer Research, Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth,, 2017, 45, pp. 1 - 1 (atti di: Advances in Consumer Research, San Diego, California, 26-29 ottobre) [Abstract]

Gelbrich, Katja; Hagel, Julia; Orsingher, Chiara., Digital helpers as marketers: How anthropomorphized digital entities support customers, in: Il Marketing di Successo Imprese, Enti e Persone, 2017, pp. 1 - 6 (atti di: Il Marketing di Successo Imprese, Enti e Persone, Bergamo, 26-27 Ottobre) [Contribution to conference proceedings]

McColl Kennedy, Janet R; Danaher, Tracey S.; Gallan, Andrew S.; Orsingher, Chiara; Lervik Olsen, Line; Verma, Rohit, How do you feel today? Managing patient emotions during health care experiences to enhance well-being, «JOURNAL OF BUSINESS RESEARCH», 2017, 79, pp. 247 - 259 [Scientific article]

Visentin, Marco; Orsingher, Chiara, A field study in bookshops: how the strong power of weak anchors affects consumer behavior, in: Marketing & Retail nei mercati che cambiano, 2016, pp. 1 - 5 (atti di: Marketing & Retail nei mercati che cambiano, Cassino, 20-21 ottobre) [Contribution to conference proceedings]

Orsingher, Chiara; Hogreve, Jens; Ordanini, Andrea, Building on the past: advancing theory in services through meta-analysis, «JOURNAL OF SERVICE MANAGEMENT», 2016, 27, pp. 37 - 42 [Scientific article]

Van Vaerenbergh, Yves; Orsingher, Chiara, Service recovery: An integrative framework and research agenda, «ACADEMY OF MANAGEMENT PERSPECTIVES», 2016, 30, pp. 328 - 346 [Scientific article]

Wirtz, Jochen; Orsingher, Chiara, The Bright and The Dark Side of Referral Reward Programs, in: Marketing & Retail nei mercati che cambiano, 2016, pp. 1 - 5 (atti di: Marketing & Retail nei mercati che cambiano, Cassino, 20-21 ottobre) [Contribution to conference proceedings]

Visentin, M.; Orsingher, C., The Strong Power of Weak Anchors, in: 45th EMAC Conference Proceedings – Marketing in the age of data, 2016, pp. 1 - 7 (atti di: 45th EMAC Conference – Marketing in the age of data, Oslo, 24-27 Maggio 2016) [Contribution to conference proceedings]

Sara Valentini; Chiara Orsingher; Alexandra Polyakova, Getting Emotional Twice: An Analysis of Patterns of Emotional States After Failure and Recovery, in: Atti del XII convegno annuale della Società Italiana Marketing, Parma, SIMktg, 2015, pp. 1 - 5 (atti di: ll Marketing al servizio delle città. Beni culturali e rivitalizzazione urbana, Torino, 22-23 ottobre 2015.) [Contribution to conference proceedings]