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

Andreas Lechner studied Business Administration at the Baden-Wuerttemberg Cooperative State University and the University of Passau. From 2013 to 2019, he was a research assistant at the Chair for Value Based Marketing at the University of Augsburg. His research interests are in frontline employee management and emotion regulation.

Andreas was awarded with the Faculty Price of the School of Business, Economics and Information Systems at the University of Passau and was a finalist for the esteemed SERVSIG Best Dissertation Award in Service Research. His work has repeatedly been accepted for publication by leading international journals.

Journal Articles

Lechner, Andreas T., Frank Mathmann, and Michael Paul (2022): Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance, in: Journal of Service Research, 25 (2), 211-226  . [ Download]

Pham, Thuy, Andreas T. Lechner, and Frank Mathmann (2022): Fake Smiles. Customer Reactions to Employees’ Display Inauthenticity and Choice Restrictions, in: Psychology & Marketing, 39 (5), 1078-  1093. [ Download]

Bruder, Maximilian, Andreas T. Lechner, and Michael Paul (2021): Toward Holistic Frontline Employee Management: An Investigation of the Interplay of Positive Emotion Displays and Dress Color, in: Psychology & Marketing, 38, 2089-2101. [ Download]

Lechner, Andreas T. and Frank Mathmann (2021): Bringing Service Interactions Into Focus: Prevention- Versus Promotion-Focused Customers’ Sensitivity to Employee Display Authenticity, in: Journal of Service Research, 24 (2), 284-300    . [ 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]