Foto del docente

Chiara Orsingher

Associate Professor

Department of Management

Academic discipline: SECS-P/08 Management

Publications

orsingher, gelbrich Katja, Hagel Julia, Can Empathic Technology Improve Consumer Life? An Analysis of Digital Assistants in Technology-Mediated Services, in: XVI SIM Conference, 2020, pp. 1 - 5 (atti di: XVI SIM Conference, Varese, 29 -30 Ottobre 2020) [Contribution to conference proceedings]

Valentini S.; Orsingher C.; Polyakova A., Customers’ emotions in service failure and recovery: a meta-analysis, «MARKETING LETTERS», 2020, 31, pp. 199 - 216 [Scientific article]

Gelbrich, Katja; Hagel, Julia; Orsingher, Chiara, Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence, «INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING», 2020, in fase di definizione, pp. 1 - 16 [Scientific article]

Robinson S.; Orsingher C.; Alkire L.; De Keyser A.; Giebelhausen M.; Papamichail K.N.; Shams P.; Temerak M.S., Frontline encounters of the AI kind: An evolved service encounter framework, «JOURNAL OF BUSINESS RESEARCH», 2020, 116, pp. 366 - 376 [Scientific article]Open Access

Wirtz, Jochen; Orsingher, Chiara*; Cho, Hichang, Engaging customers through online and offline referral reward programs, «EUROPEAN JOURNAL OF MARKETING», 2019, 53, pp. 1962 - 1987 [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]

Chiara Orsingher; Alessandra Zammit, The Effects of Social Influencers’ Self-Disclosure and Information Quality on Consumer Trust, in: People Make Marketing, Proceedings EMAC 2018, Glasgow, UK, 2018, pp. 1 - 6 (atti di: EMAC 2018, Glasgow, 29 maggio-1 giungo 2018) [Contribution to conference proceedings]

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]

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