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Prof. Dr. Zelal Ates

Faculty of Business, Economics and Law

Schmalenbach School of Business and Economics

Prof. Dr. Zelal Ates

Campus Südstadt
Claudiusstraße 1
50678 Köln
Room B4.263a Mailing address


  • Phone: +49 221-8275-3889
  • "Value Co-Creation and Co-Destruction in Health Care: Analyzing Citizenship and Dysfunctional Patient Behavior in Nurse-Patient Encounters" (with J. Hendricks, G. Schmitz and M. Büttgen)
    Journal of Service Management Research, 2021, 5(3): 196-210.
  • “The Influence of Customer Characteristics on Frontline Employees’ Customer Need Knowledge” (with B. Hüttel, J.H. Schumann, M. Büttgen, S. Haager, M. Komor and J. Volz)
    Journal of Services Marketing, 2019, 33(2): 220-232.
  • "Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers" (with V.L. Selzer, J.H. Schumann, M. Büttgen, M. Komor and J. Volz)
    The Service Industries Journal, 2018, 41(5): 382-399.
  • "How to Manage Person-Role Conflicts: Differential Effects of Transformational Leadership Dimensions and the Moderating Role of Individual Cultural Orientation" (with V.L. Selzer, J.H. Schumann, M. Büttgen, J. Volz and M. Komor)
    Journal of Service Management Research, 2018, Issue 2: 36-49.
  • "Showcasing the diversity of service research: Theories, methods, and success of service articles” (with S. Benoit, K. Scherschel, L. Nasr and J. Kandampully)
    Journal of Service Management, 2017, 28(5): 810-836. (Won the Robert Johnston Best Paper Award 2017 presented by the Journal of Service Management)
  • “Service Locus of Control and Customer Coproduction: The Role of Prior Service Experience and Organizational Socialization” (with M. Büttgen and J.H. Schumann)
    Journal of Service Research, 2012, 15(2): 166-181.
  • “Corporate Social Responsibility in the Public Service Sector: Towards a Sustainability Balanced Scorecard for Local Public Enterprises” (with M. Büttgen)
    Journal for Public and Nonprofit Services (Zeitschrift für öffentliche und gemeinwirtschaftliche Unternehmen), 2011, 34(3): 346-360.
  • "Customer Participation in Firms’ Internationalization Strategy: Linking AAA to CCC” (with C. Prange)
    Schmalenbach Business Review, 2011, Special Issue 3: 24-50.
  • “Co-creation on a Global Scale - How Customers Impact Firms' Internationalization Strategies” (with C. Prange)
    Marketing Review St. Gallen, 2010, 27(2): 48-52.
  • “Kundenbindung bei Professional Business Services”
    Cologne 2008.
  • "Luxury wine marketing” (with K. Heine and G. Atwal)
    in Wine Business Management, edited by S. Charters and J. Gallo, Paris 2014: 235-246.
  • “Service Locus of Control and Customer Coproduction: The Role of Prior Service Experience and Organizational Socialization” (with M. Büttgen and J.H. Schumann)
    in Theorie und Praxis des Dienstleistungsmarketing: Aktuelle Konzepte und Entwicklungen, edited by G. Schmitz, Wiesbaden 2013: 167-187.

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