41 Publikationen
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2024 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2985083Give me your data and I’ll dress you: A two-sided messaging approach to address privacy concerns surrounding in-store technologiesPUB | DOI | WoS
Souka M, Bilstein N, Decker R (2024)
Journal of Business Research 172: 114396. -
2023 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2967226When smart products become dumb (again): Voluntary and legally required service updates and their impact on consumers' purchase intentionPUB | Download (ext.)
Schleef M, Bilstein N, Schrader P, Stummer C (2023)
Journal of Service Management Research 7(1): 52-65. -
2022 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2964314May I Come In and Drop Off Your Parcel? An Innovation Resistance Theory Perspective on the Influence of Payment Modalities on Adoption BarriersPUB | DOI | Download (ext.)
Bilstein N, Heimann KM, Schauerte D (2022)
In: Smart Services. Band 3: Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive. Bruhn M, Hadwich K (Eds); Forum Dienstleistungsmanagement 1st ed. Wiesbaden: Springer Gabler: 239–263. -
2022 | Kurzbeitrag Konferenz / Poster | Veröffentlicht | PUB-ID: 2958919Augmented Reality to Ameliorate Customer Participation? An Experimental Study on How the Instruction Form Impacts Customer Participation OutcomesPUB
Souka M, Bilstein N, Decker R, Er B, Hellwig J (2022)
In: Proceedings of the 29th Recent Advances in Retailing and Consumer Science (RARCS) Conference . -
2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2963926How Voice Assistants Affect Customer Experience in Online ShoppingPUB
Flaswinkel AM, Bilstein N, Rump M, Souka M, Decker R (2022)
transfer – Zeitschrift für Kommunikation und Markenmanagement 68(2): 38-45. -
2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2962614Better together: involving consumers in the ideation, creation and dissemination of transformative valuePUB | DOI | Download (ext.) | WoS
Bilstein N, Verlegh PWJ, Klostermann J, Akpinar E (2022)
Journal of Service Management 33(4/5): 520-530. -
2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953059When Social Influence Leads to Trust – Investigating Determinants of Usage Intentions of COVID-19 Contact Tracing AppsPUB | Download (ext.)
Heimann KM, Bilstein N (2021)
In: Proceedings of the 50th European Marketing Academy (EMAC) Conference . -
2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953066Communicating Benefits and Threats? An Experimental Study on the Effectiveness of Two-Sided Messages for Advertising In-Store TechnologiesPUB | Download (ext.)
Souka M, Bilstein N, Decker R (2021)
In: Proceedings of the 50th European Marketing Academy (EMAC) Conference . -
2021 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2949314From third party to significant other for service encounters: a systematic review on third-party roles and their implicationsPUB | DOI | Download (ext.) | WoS
Abboud L, As'ad N, Bilstein N, Costers A, Henkens B, Verleye K (2021)
Journal of Service Management 32(4): 533-559. -
2020 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2946653
Multidisciplinary perspectives on challenges in managing smart products and servicesPUB | PDF | DOI | WoS
Bilstein N, Stummer C (2020)
Schmalenbach Business Review 72(4): 479-483. -
2020 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2946087"Shh! … I got help to become smart": Should incumbent firms disclose their cooperation with a startup?PUB | Download (ext.)
Schleef M, Bilstein N, Stummer C (2020)
In: Proceedings of the International Conference on Information Systems (ICIS). International Conference on Information Systems (ICIS) . Atlanta, Ga.: AIS eLibrary. -
2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2935978
Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present OthersPUB | PDF | DOI | Download (ext.) | WoS
Hogreve J, Bilstein N, Hoerner K (2019)
Journal of Service Research 22(4): 421-439. -
2019 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2934927Initiate it – Proactivity as a means to overcome unwanted effects of customer participation in service recovery?PUB | Download (ext.)
Bilstein N, Hogreve J (2019)
In: 48th European Marketing Academy (EMAC) Annual Conference. Proceedings. EMAC. -
2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2934925Professionalism Kills the Trading Star: Explaining Member Participation in Trading CommunitiesPUB | DOI | Download (ext.)
Benoit S, Hogreve J, Sichtmann C, Bilstein N (2019)
Journal of Service Management Research 3(2): 54-65. -
2018 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2946548Customer’s Willingness-to-Coproduce in Proactive Service Recoveries – A Recovery-Initiation/Coproduction-Trade-off ?PUB
Bilstein N, Hogreve J (2018)
Presented at the 27th Annual Frontiers in Services Conference 2018, Austin, Texas, USA. -
2018 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933055The Moderating Effect of Customers' Willingness to Participate in Service Recovery and Its Impacting Factors. An Empirical AnalysisPUB | DOI | Download (ext.)
Bilstein N (2018)
Journal of Service Management Research: SMR 2(3): 17-29. -
2017 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933573How to Acquire New Customers : When Online Retailers Are Forced to Non-Disclose Information? The Role of CuriosityPUB
Gäthke J, Bilstein N (2017)
In: Leaving Footprints : 46th EMAC Annual Conference, Groningen, May 23-26, 2017 . University of Groningen (Ed); Groningen : European Marketing Academy. -
2017 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933570Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service RecoveryPUB | DOI | Download (ext.) | WoS
Hogreve J, Bilstein N, Mandl L (2017)
Journal of the Academy of Marketing Science 45(6): 866-883. -
2016 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933571Explaining Social Exchanges in Information-Based Online Communities (IBOCs)PUB | DOI | Download (ext.) | WoS
Benoit (née Moeller) S, Bilstein N, Hogreve J, Sichtmann C (2016)
Journal of Service Management 27(4): 460-480. -
2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933577Too exclusive?! The negative effects of exclusivity as a service strategyPUB
Gäthke J, Bilstein N, Wei\ssberger J (2016)
Presented at the 25th Annual Frontiers in Services Conference 2016 , Bergen, Norway. -
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933581New versus Steady Customers - Relationship Length as Moderator of the Relation Between Response Time and Customers' Compensation ExpectationsPUB
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. -
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933580Member Participation in Commerce-Based Online CommunitiesPUB
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. -
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933579The Meaning of Situational Factors for Customer Participation in Service Recovery ? A Qualitative AnalysisPUB
Bilstein N (2016)
In: Conference Proceedings SERVSIG Conference 2016. Maastricht: Maastricht University: 884-885. -
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933578The Role of Time in Service Recovery ? How the Time to Recover a Service Failure and Relationship Strength Affect Customers' Compensation ExpectationsPUB
Hogreve J, Mandl L, Bilstein N (2016)
In: Conference Proceedings. SERVSIG Conference 2016. Maastricht: Maastricht University: 301-304. -
2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933575The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Service Recovery ProcessesPUB
Bilstein N, Fylek L (2016)
Presented at the 25th Annual Frontiers in Service Conference, Bergen, Norway. -
2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933574Thank You For Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product FailurePUB
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. -
2015 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933592Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-BeziehungPUB | DOI
Bilstein N, Hogreve J, Bartilla K (2015)
In: Interaktive Wertschöpfung durch Dienstleistungen. strategische Ausrichtung von Kundeninteraktionen, Geschäftsmodellen und sozialen Netzwerken. Bruhn M, Hadwich K (Eds); Forum Dienstleistungsmanagement. Wiesbaden: Springer Gabler: 287-308. -
2015 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933584Unintended Effects of Customer Participation in Recovery : Can Choice Availability be a Remedy?PUB
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. -
2015 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933583Because I'm Worth it - How Customer Status and Timeliness Affect Compensation Expectations in Service RecoveryPUB
Bilstein N, Hogreve J, Mandl L, Russer F (2015)
Presented at the 24th Annual Frontiers in Service Conference, San Jose, Kalifornien, USA. -
2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933594Zur Akzeptanz technischer Leistungen durch Senioren - Eine empirische AnalysePUB | DOI
Bilstein N, Hogreve J (2013)
In: Theorie und Praxis des Dienstleistungsmarketing. Aktuelle Konzepte und Entwicklungen. Schmitz G (Ed); Fokus Dienstleistungsmarketing. Wiesbaden: Springer Gabler: 75-95. -
2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933593Do Seniors Accept Technology-Based Service Innovations? A Qualitative ApproachPUB
Hogreve J, Bilstein N (2013)
In: Service Management in Health and Wellness Services. Kandampully J (Ed); Dubuque: Kendall Hunt Publ.: 275-288. -
2013 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933585Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery ProcessesPUB
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. -
2012 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933595Was wollen Senioren? Analyse von Bedürfnissen und AkzeptanzfaktorenPUB
Hogreve J, Bilstein N (2012)
In: Mit intelligenter Technik zu neuen Dienstleistungen für Senioren (MIDIS). Leitfaden und Instrumente zur kooperativen Entwicklung von mikrosystemtechnisch basierten Dienstleistungen. Zangemeister C (Ed); Norderstedt: BoD - Books on Demand: 37-74. -
2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933588Understanding Co-Production in Service Recovery ProcessesPUB
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. -
2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933587Paying for a Higher Workload? An Experimental Investigation of the Relationship Between Customer's Co-Production and Willingness-to-PayPUB
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. -
2012 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933586Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery ProcessesPUB
Bilstein N, Matta SM, Hogreve J (2012)
Presented at the 21st Annual Frontiers in Service Conference, Bethesda, Maryland, USA. -
2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933596Co-Production in the Service Production and Delivery Process - Conceptualization and Future Research FieldsPUB | DOI | Download (ext.)
Bilstein N (2011)
In: Beiträge zur Dienstleistungsmarketing-Forschung. Aktuelle Forschungsfragen und Forschungsergebnisse. Fließ S (Ed); Gabler Research : Focus Dienstleistungsmarketing . Wiesbaden: Gabler: 97-119. -
2011 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933572Kundenintegration 2.0 - Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities?PUB | DOI | Download (ext.)
Sichtmann C, Möller S, Hogreve J, Bilstein N (2011)
Zeitschrift für Betriebswirtschaft 81(5): 21-45. -
2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933597Alter schützt vor Technik nicht? - Zur Akzeptanz technologischer Dienstleistungsinnovationen von SeniorenPUB
Hogreve J, Bilstein N, Langnickel D (2011)
In: Mit AAL-Dienstleistungen altern. Nutzerbedarfsanalysen im Kontext des Ambient Assisted Living. Beiträge aus dem BMBF-Förderschwerpunkt : Technologie und Dienstleistungen im demografischen Wandel. Bieber D, Schwarz K (Eds); Saarbrücken: iso-Verlag: 32-50. -
2011 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933590Turning Lurkers into Value Creators: An Investigation of Transaction-Based Online CommunitiesPUB
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. -
2010 | Konferenzbeitrag | PUB-ID: 2933591What drives Co-Production Performance? An Empirical Investigation of Online-CommunitiesPUB
Laugwitz N, Hogreve J, Sichtmann C, Möller S (2010)
In: Proceedings of the American Marketing Association (AMA) SERVSIG International Service Research Conference.