41 Publikationen
-
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 | 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 | 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 | Zeitschriftenaufsatz | Unveröffentlicht | PUB-ID: 2963858Interdisciplinary perspectives on individualisation in environmentsPUB
Kaiser MI, Malsch A, Abendroth A, Baune B, Bilstein N, Breitmoser Y, Caspers B, Gadau J, Kaiser S, Killin AJ, Krohs U, et al. (Unpublished)
Interdisciplinary Journal of Philosophy. -
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 | 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. -
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. -
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.