16 Publikationen

2019 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2934927
Initiate it – Proactivity as a means to overcome unwanted effects of customer participation in service recovery?
Bilstein N, Hogreve J (2019)
In: 48th European Marketing Academy (EMAC) Annual Conference. Proceedings. EMAC.
PUB | Download (ext.)
 
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933574
Thank You For Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure
Bilstein N, Matta SM, Hogreve J (2016)
In: Proceedings / Association for Consumer Research. Moreau P, Puntoni S (Eds); Advances in Consumer Research, 44. Duluth, MN: Association for Consumer Research: 65-69.
PUB
 
2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933575
The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Service Recovery Processes
Bilstein N, Fylek L (2016)
Presented at the 25th Annual Frontiers in Service Conference, Bergen, Norway.
PUB
 
2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933577
Too exclusive?! The negative effects of exclusivity as a service strategy
Gäthke J, Bilstein N, Wei\ssberger J (2016)
Presented at the 25th Annual Frontiers in Services Conference 2016 , Bergen, Norway.
PUB
 
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933578
The Role of Time in Service Recovery ? How the Time to Recover a Service Failure and Relationship Strength Affect Customers' Compensation Expectations
Hogreve J, Mandl L, Bilstein N (2016)
In: Conference Proceedings. SERVSIG Conference 2016. Maastricht: Maastricht University: 301-304.
PUB
 
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933579
The Meaning of Situational Factors for Customer Participation in Service Recovery ? A Qualitative Analysis
Bilstein N (2016)
In: Conference Proceedings SERVSIG Conference 2016. Maastricht: Maastricht University: 884-885.
PUB
 
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933580
Member Participation in Commerce-Based Online Communities
Benoit (née Moeller) S, Hogreve J, Bilstein N, Sichtmann C (2016)
In: What happens in marketing, stays digital. Rethinking marketing in the era of unlimited data. Henning-Thurau T, Hofacker CF (Eds); AMA educators proceedings, 27. Chicago, IL: American Marketing Association.
PUB
 
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933581
New versus Steady Customers - Relationship Length as Moderator of the Relation Between Response Time and Customers' Compensation Expectations
Hogreve J, Mandl L, Bilstein N (2016)
In: What happens in marketing, stays digital. Rethinking marketing in the era of unlimited data. Henning-Thurau T, Hofacker CF (Eds); AMA educators proceedings, 27. Chicago, IL: American Marketing Association.
PUB
 
2015 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933583
Because I'm Worth it - How Customer Status and Timeliness Affect Compensation Expectations in Service Recovery
Bilstein N, Hogreve J, Mandl L, Russer F (2015)
Presented at the 24th Annual Frontiers in Service Conference, San Jose, Kalifornien, USA.
PUB
 
2015 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933584
Unintended Effects of Customer Participation in Recovery : Can Choice Availability be a Remedy?
Bilstein N, Matta SM, Hogreve J (2015)
In: Marketing in a global, digital and connected world. 2015 AMA Winter Educators' Conference. Brown T, Swaminathan V (Eds); AMA Educators Proceedings, 26. Chicago, IL: American Marketing Association.
PUB
 
2013 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933585
Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes
Bilstein N, Matta SM, Hogreve J (2013)
In: Lost in translation. Marketing in an interconnected world. EMAC 42nd Annual Conference, Istanbul, June 4-7, 2013; conference proceedings. Karaosmanoğlu E, Baş ABE (Eds); Istanbul, Turkey: European Marketing Academy: 166.
PUB
 
2012 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933586
Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes
Bilstein N, Matta SM, Hogreve J (2012)
Presented at the 21st Annual Frontiers in Service Conference, Bethesda, Maryland, USA.
PUB
 
2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933587
Paying for a Higher Workload? An Experimental Investigation of the Relationship Between Customer's Co-Production and Willingness-to-Pay
Bilstein N, Fahr R, Hogreve J, Sichtmann C (2012)
In: Marketing to Citizens. Going beyond Customers and Consumers. 41th EMAC Conference, Lisbon, 22-25 May 2012; conference proceedings. Rita P (Ed); Lissabon: ISCTE Business School.
PUB
 
2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933588
Understanding Co-Production in Service Recovery Processes
Bilstein N, Matta SM, Hogreve J (2012)
In: Innovative Service Perspectives. Proceedings from the AMA SERVSIG International Service Research Conference. Mickelsson J, Helkkula A (Eds); Helsinki: Hanken School of Economics: 92.
PUB
 
2011 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933590
Turning Lurkers into Value Creators: An Investigation of Transaction-Based Online Communities
Hogreve J, Bilstein N, Moeller S, Sichtmann C (2011)
In: AMA Winter Educators' Conference 2011: marketing theory and applications. Srinivasan R, McAlister L, American Marketing Association (Eds); AMA educators proceedings, 22. Red Hook, NJ: Curran.
PUB
 
2010 | Konferenzbeitrag | PUB-ID: 2933591
What drives Co-Production Performance? An Empirical Investigation of Online-Communities
Laugwitz N, Hogreve J, Sichtmann C, Möller S (2010)
In: Proceedings of the American Marketing Association (AMA) SERVSIG International Service Research Conference.
PUB
 

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