Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others J Hogreve, N Bilstein, K Hoerner Journal of Service Research 22 (4), 421-439, 2019 | 113 | 2019 |
Unveiling the recovery time zone of tolerance: When time matters in service recovery J Hogreve, N Bilstein, L Mandl Journal of the Academy of Marketing Science 45, 866-883, 2017 | 93 | 2017 |
Explaining social exchanges in information-based online communities (IBOCs) S Benoit, N Bilstein, J Hogreve, C Sichtmann Journal of Service Management 27 (4), 460-480, 2016 | 22 | 2016 |
From third party to significant other for service encounters: a systematic review on third-party roles and their implications L Abboud, N As' ad, N Bilstein, A Costers, B Henkens, K Verleye Journal of Service Management 32 (4), 533-559, 2021 | 17 | 2021 |
Better together: involving consumers in the ideation, creation and dissemination of transformative value N Bilstein, PWJ Verlegh, J Klostermann, E Akpinar Journal of Service Management 33 (4/5), 520-530, 2022 | 13 | 2022 |
Co-production in the service production and delivery process–conceptualization and future research fields N Bilstein Beiträge zur Dienstleistungsmarketing-Forschung: Aktuelle Forschungsfragen …, 2011 | 11 | 2011 |
Shh!… I Got Help to Become Smart: Should Incumbent Firms Disclose Their Cooperation with a Startup? M Schleef, N Bilstein, C Stummer | 9 | 2020 |
Alter schützt vor Technik nicht?-Zur Akzeptanz technologischer Dienstleistungsinnovationen von Senioren J Hogreve, N Bilstein, D Langnickel Mit AAL-Dienstleistungen altern. Nutzerbedarfsanalysen im Kontext des …, 2011 | 6 | 2011 |
The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impacting Factors-An Empirical Analysis N Bilstein SMR-Journal of Service Management Research 2 (3), 17-29, 2018 | 4 | 2018 |
Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung N Bilstein, J Hogreve, K Bartilla Interaktive Wertschöpfung durch Dienstleistungen: Strategische Ausrichtung …, 2015 | 4 | 2015 |
Multidisciplinary perspectives on challenges in managing smart products and services N Bilstein, C Stummer Schmalenbach Business Review 72, 479-483, 2020 | 3 | 2020 |
Kundenintegration 2.0–Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities? C Sichtmann, S Möller, J Hogreve, N Bilstein Zeitschrift für Betriebswirtschaft 81 (5), 21-45, 2011 | 3 | 2011 |
When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention M Schleef, N Bilstein, PT Schrader, C Stummer SMR-Journal of Service Management Research 7 (1), 52-65, 2023 | 2 | 2023 |
Smart Transformative Services to Defuse Crises? The Meaning of Trust for the Usage of Digital Contact Tracing Apps. KM Heimann, N Bilstein, MD Haurand Marketing ZFP-Journal of Research & Management 45 (1), 2023 | 2 | 2023 |
Zur Akzeptanz technischer Leistungen durch Senioren–Eine empirische Analyse N Bilstein, J Hogreve Theorie und Praxis des Dienstleistungsmarketing: Aktuelle Konzepte und …, 2013 | 2 | 2013 |
Give me your data and I’ll dress you: A two-sided messaging approach to address privacy concerns surrounding in-store technologies M Souka, N Bilstein, R Decker Journal of Business Research 172, 114396, 2024 | 1 | 2024 |
Editorial–Special Issue: Managing Smart Services and Smart Service Systems N Bilstein, C Stummer SMR-Journal of Service Management Research 7 (1), 2-6, 2023 | 1 | 2023 |
May I Come In and Drop Off Your Parcel? An Innovation Resistance Theory Perspective on the Influence of Payment Modalities on Adoption Barriers N Bilstein, KM Heimann, D Schauerte Smart Services: Band 3: Kundenperspektive–Mitarbeiterperspektive …, 2022 | 1 | 2022 |
How Voice Assistants Affect Customer Experience in Online Shopping. AM Flaswinkel, N Bilstein, M Rump Transfer: Zeitschrift für Kommunikation & Markenmanagement 68 (2), 2022 | 1 | 2022 |
Thank you for your helping hand! Ways to avoid negative consequences of customer participation in recovery of technology product failure N Bilstein, SM Matta, J Hogreve Proceedings/Association for Consumer Research 44, 2016 | 1 | 2016 |