Projects per year
Personal profile
Research profile
Holger’s research focuses on the field of customer experience management, in particular service failure and recovery and atmospheric cues. Methodologically he is interested in empirical generalizations and experimental designs. Besides that, he is curious about other fields and methods, and enjoys building a bridge between basic and applied research. Holger has published articles in Journal of Marketing, Journal of Service Research, Journal of Retailing, Marketing Letters, Journal of International Marketing, and Journal of Travel Research among others. He serves on the editorial review board of the Journal of Service Research, received grants for his research, presents his works regularly at international conferences, and his research was featured by national and international news outlets.
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- 1 Similar Profiles
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Green Transitions in Port of Aalborg
Larsen, M. V. (PI), Roschk, H. (PI), Lundtofte, F. S. (CoPI), Østergaard, C. R. (CoPI), Slepniov, D. (CoPI), Jakobsen, B. K. (Project Coordinator), Holm, J. R. (Project Participant), Hu, Y. (Project Participant), Wang, D. (Project Participant), Nowinska, A. U. (Project Participant), Rana, M. B. (Project Participant), Crovini, C. (Project Participant), Bürkland, S. D. (Project Participant) & Zachariassen, F. D. (Project Participant)
30/09/2024 → 31/12/2026
Project: Research
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Business-to-business sales lead qualification based on organizational information search in a digital context
Gyorffy-Schäfer, J. (PI), Andersen, P. H. (PI) & Roschk, H. (PI)
01/11/2022 → 01/11/2027
Project: PhD Project
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Service Recovery: Coalition Formation and Social Exclusion
Roschk, H. (PI)
15/06/2021 → 01/12/2021
Project: Research
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Pleasant Ambient Scents: A Meta-Analysis of Customer Responses and Situational Contingencies
Roschk, H. & Hosseinpour, M., 21 Jan 2020, In: Journal of Marketing. 84, 1, p. 125-145Research output: Contribution to journal › Journal article › Research › peer-review
Open Access72 Citations (Scopus) -
Automated Versus Human Agents: A Meta-Analysis of Customer Responses to Robots, Chatbots, and Algorithms and Their Contingencies
Gelbrich, K., Roschk, H., Miederer, S. & Kerath, A., 9 May 2025, (E-pub ahead of print) In: Journal of Marketing. 26 p.Research output: Contribution to journal › Journal article › Research › peer-review
Open AccessFile5 Citations (Scopus)105 Downloads (Pure) -
Calibrating 30 Years of Experimental Research: A Meta-Analysis of the Atmospheric Effects of Music, Scent, and Color
Roschk, H., Correia Loureiro, S. M. & Breitsohl, J., 2017, In: Journal of Retailing. 92, 2, p. 228-240Research output: Contribution to journal › Journal article › Research › peer-review
Open Access222 Citations (Scopus) -
The Nature of an Apology: An Experimental Study on How to Apologize after a Service Failure
Roschk, H. & Kaiser, S., Sept 2013, In: Marketing Letters. 24, 3, p. 293-309 17 p.Research output: Contribution to journal › Journal article › Research › peer-review
167 Citations (Scopus) -
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K. & Roschk, H., Jan 2011, In: Journal of Service Research. 14, 1, p. 24-43 20 p.Research output: Contribution to journal › Journal article › Research › peer-review
365 Citations (Scopus)
Prizes
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Finalist 2023 SERVSIG Best Service Article Award
Roschk, H. (Recipient), Hosseinpour, M. (Recipient) & Breitsohl, J. (Recipient), 2024
Prize: Research, education and innovation prizes
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Best Paper Award
Gelbrich, K. (Recipient), Miederer, S. (Recipient), Kerath, A. (Recipient) & Roschk, H. (Recipient), 2023
Prize: Conference prizes
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3rd Best Paper Award
Roschk, H. (Recipient), Feyertag, C. (Recipient) & Aydin, N. (Recipient), 2018
Prize: Conference prizes
Activities
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Journal of Service Research (External organisation)
Roschk, H. (Member)
2020 → …Activity: Memberships › Membership of committees, commissions, boards, councils, associations, organisations, or similar
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Journal of Retailing and Consumer Services (Journal)
Roschk, H. (Peer reviewer)
Nov 2025Activity: Editorial work and peer review › Peer review of manuscripts › Research
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Journal of Business Research (Journal)
Roschk, H. (Peer reviewer)
Sept 2025Activity: Editorial work and peer review › Peer review of manuscripts › Research
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Management and Organization Review (Journal)
Roschk, H. (Peer reviewer)
May 2025Activity: Editorial work and peer review › Peer review of manuscripts › Research
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Journal of Marketing (Journal)
Roschk, H. (Peer reviewer)
Mar 2025Activity: Editorial work and peer review › Peer review of manuscripts › Research
Press/Media
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Robot eller menneske? Det afhænger af situationen, viser stort studie
25/09/2025 → 29/09/2025
6 items of Media coverage
Press/Media: Press / Media
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Nej tak til hyggesnak: Her foretrækker vi som kunder chatbots og AI-agenter
24/09/2025
2 items of Media coverage
Press/Media: Press / Media