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• [42]
  

  2024 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2985083

  Souka M, Bilstein N, Decker R. Give me your data and I’ll dress you: A two-sided messaging approach to address privacy concerns surrounding in-store technologies. Journal of Business Research. 2024;172: 114396.

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• [41]
  

  2023 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2967226

  Schleef M, Bilstein N, Schrader P, Stummer C. When smart products become dumb (again): Voluntary and legally required service updates and their impact on consumers' purchase intention. Journal of Service Management Research. 2023;7(1):52-65.

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• [40]
  

  2022 | Zeitschriftenaufsatz | Unveröffentlicht | PUB-ID: 2963858

  Kaiser MI, Malsch A, Abendroth A, et al. Interdisciplinary perspectives on individualisation in environments. Interdisciplinary Journal of Philosophy. Unpublished.

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• [39]
  

  2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2962614

  Bilstein N, Verlegh PWJ, Klostermann J, Akpinar E. Better together: involving consumers in the ideation, creation and dissemination of transformative value. Journal of Service Management. 2022;33(4/5):520-530.

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• [38]
  

  2022 | Kurzbeitrag Konferenz / Poster | Veröffentlicht | PUB-ID: 2958919

  Souka M, Bilstein N, Decker R, Er B, Hellwig J. Augmented Reality to Ameliorate Customer Participation? An Experimental Study on How the Instruction Form Impacts Customer Participation Outcomes. In: Proceedings of the 29th Recent Advances in Retailing and Consumer Science (RARCS) Conference . 2022.

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• [37]
  

  2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2963926

  Flaswinkel AM, Bilstein N, Rump M, Souka M, Decker R. How Voice Assistants Affect Customer Experience in Online Shopping. transfer – Zeitschrift für Kommunikation und Markenmanagement. 2022;68(2):38-45.

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• [36]
  

  2022 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2964314

  Bilstein N, Heimann KM, Schauerte D. May I Come In and Drop Off Your Parcel? An Innovation Resistance Theory Perspective on the Influence of Payment Modalities on Adoption Barriers . In: Bruhn M, Hadwich K, eds. Smart Services. Band 3: Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive. Forum Dienstleistungsmanagement. 1st ed. Wiesbaden: Springer Gabler; 2022: 239–263.

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• [35]
  

  2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953059

  Heimann KM, Bilstein N. When Social Influence Leads to Trust – Investigating Determinants of Usage Intentions of COVID-19 Contact Tracing Apps. In: Proceedings of the 50th European Marketing Academy (EMAC) Conference . 2021.

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• [34]
  

  2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953066

  Souka M, Bilstein N, Decker R. Communicating Benefits and Threats? An Experimental Study on the Effectiveness of Two-Sided Messages for Advertising In-Store Technologies. In: Proceedings of the 50th European Marketing Academy (EMAC) Conference . 2021.

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• [33]
  

  2021 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2949314

  Abboud L, As'ad N, Bilstein N, Costers A, Henkens B, Verleye K. From third party to significant other for service encounters: a systematic review on third-party roles and their implications. Journal of Service Management. 2021;32(4):533-559.

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• [32]
  

  2020 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2946087

  Schleef M, Bilstein N, Stummer C. "Shh! … I got help to become smart": Should incumbent firms disclose their cooperation with a startup? In: Proceedings of the International Conference on Information Systems (ICIS). International Conference on Information Systems (ICIS) . Atlanta, Ga.: AIS eLibrary; 2020.

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• [31]
  

  2020 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2946653

  Bilstein N, Stummer C. Multidisciplinary perspectives on challenges in managing smart products and services. Schmalenbach Business Review. 2020;72(4):479-483.

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• [30]
  

  2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2935978

  Hogreve J, Bilstein N, Hoerner K. Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others. Journal of Service Research. 2019;22(4):421-439.

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• [29]
  

  2019 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2934927

  Bilstein N, Hogreve J. Initiate it – Proactivity as a means to overcome unwanted effects of customer participation in service recovery? . In: 48th European Marketing Academy (EMAC) Annual Conference. Proceedings. EMAC; 2019.

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• [28]
  

  2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2934925

  Benoit S, Hogreve J, Sichtmann C, Bilstein N. Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities. Journal of Service Management Research. 2019;3(2):54-65.

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• [27]
  

  2018 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2946548

  Bilstein N, Hogreve J. Customer’s Willingness-to-Coproduce in Proactive Service Recoveries – A Recovery-Initiation/Coproduction-Trade-off ? Presented at the 27th Annual Frontiers in Services Conference 2018, Austin, Texas, USA.

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• [26]
  

  2018 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933055

  Bilstein N. The Moderating Effect of Customers' Willingness to Participate in Service Recovery and Its Impacting Factors. An Empirical Analysis. Journal of Service Management Research: SMR. 2018;2(3):17-29.

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• [25]
  

  2017 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933573

  Gäthke J, Bilstein N. How to Acquire New Customers : When Online Retailers Are Forced to Non-Disclose Information? The Role of Curiosity. In: University of Groningen, ed. Leaving Footprints : 46th EMAC Annual Conference, Groningen, May 23-26, 2017 . Groningen : European Marketing Academy; 2017.

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• [24]
  

  2017 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933570

  Hogreve J, Bilstein N, Mandl L. Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery. Journal of the Academy of Marketing Science. 2017;45(6):866-883.

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• [23]
  

  2016 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933571

  Benoit (née Moeller) S, Bilstein N, Hogreve J, Sichtmann C. Explaining Social Exchanges in Information-Based Online Communities (IBOCs). Journal of Service Management. 2016;27(4):460-480.

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• [22]
  

  2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933577

  Gäthke J, Bilstein N, Wei\ssberger J. Too exclusive?! The negative effects of exclusivity as a service strategy. Presented at the 25th Annual Frontiers in Services Conference 2016 , Bergen, Norway.

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• [21]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933581

  Hogreve J, Mandl L, Bilstein N. New versus Steady Customers - Relationship Length as Moderator of the Relation Between Response Time and Customers' Compensation Expectations. In: Henning-Thurau T, Hofacker CF, eds. What happens in marketing, stays digital. Rethinking marketing in the era of unlimited data. AMA educators proceedings. Vol 27. Chicago, IL: American Marketing Association; 2016.

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• [20]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933580

  Benoit (née Moeller) S, Hogreve J, Bilstein N, Sichtmann C. Member Participation in Commerce-Based Online Communities. In: Henning-Thurau T, Hofacker CF, eds. What happens in marketing, stays digital. Rethinking marketing in the era of unlimited data. AMA educators proceedings. Vol 27. Chicago, IL: American Marketing Association; 2016.

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• [19]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933579

  Bilstein N. The Meaning of Situational Factors for Customer Participation in Service Recovery ? A Qualitative Analysis. In: Conference Proceedings SERVSIG Conference 2016. Maastricht: Maastricht University; 2016: 884-885.

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• [18]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933578

  Hogreve J, Mandl L, Bilstein N. The Role of Time in Service Recovery ? How the Time to Recover a Service Failure and Relationship Strength Affect Customers' Compensation Expectations. In: Conference Proceedings. SERVSIG Conference 2016. Maastricht: Maastricht University; 2016: 301-304.

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• [17]
  

  2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933575

  Bilstein N, Fylek L. The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Service Recovery Processes. Presented at the 25th Annual Frontiers in Service Conference, Bergen, Norway.

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• [16]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933574

  Bilstein N, Matta SM, Hogreve J. Thank You For Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure. In: Moreau P, Puntoni S, eds. Proceedings / Association for Consumer Research. Advances in Consumer Research. Vol 44. Duluth, MN: Association for Consumer Research; 2016: 65-69.

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• [15]
  

  2015 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933592

  Bilstein N, Hogreve J, Bartilla K. Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung. In: Bruhn M, Hadwich K, eds. Interaktive Wertschöpfung durch Dienstleistungen. strategische Ausrichtung von Kundeninteraktionen, Geschäftsmodellen und sozialen Netzwerken. Forum Dienstleistungsmanagement. Wiesbaden: Springer Gabler; 2015: 287-308.

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• [14]
  

  2015 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933584

  Bilstein N, Matta SM, Hogreve J. Unintended Effects of Customer Participation in Recovery : Can Choice Availability be a Remedy? In: Brown T, Swaminathan V, eds. Marketing in a global, digital and connected world. 2015 AMA Winter Educators' Conference. AMA Educators Proceedings. Vol 26. Chicago, IL: American Marketing Association; 2015.

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• [13]
  

  2015 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933583

  Bilstein N, Hogreve J, Mandl L, Russer F. Because I'm Worth it - How Customer Status and Timeliness Affect Compensation Expectations in Service Recovery. Presented at the 24th Annual Frontiers in Service Conference, San Jose, Kalifornien, USA.

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• [12]
  

  2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933594

  Bilstein N, Hogreve J. Zur Akzeptanz technischer Leistungen durch Senioren - Eine empirische Analyse. In: Schmitz G, ed. Theorie und Praxis des Dienstleistungsmarketing. Aktuelle Konzepte und Entwicklungen. Fokus Dienstleistungsmarketing. Wiesbaden: Springer Gabler; 2013: 75-95.

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• [11]
  

  2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933593

  Hogreve J, Bilstein N. Do Seniors Accept Technology-Based Service Innovations? A Qualitative Approach. In: Kandampully J, ed. Service Management in Health and Wellness Services. Dubuque: Kendall Hunt Publ.; 2013: 275-288.

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• [10]
  

  2013 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933585

  Bilstein N, Matta SM, Hogreve J. Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes. In: Karaosmanoğlu E, Baş ABE, eds. Lost in translation. Marketing in an interconnected world. EMAC 42nd Annual Conference, Istanbul, June 4-7, 2013; conference proceedings. Istanbul, Turkey: European Marketing Academy; 2013: 166.

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• [9]
  

  2012 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933595

  Hogreve J, Bilstein N. Was wollen Senioren? Analyse von Bedürfnissen und Akzeptanzfaktoren. In: Zangemeister C, ed. Mit intelligenter Technik zu neuen Dienstleistungen für Senioren (MIDIS). Leitfaden und Instrumente zur kooperativen Entwicklung von mikrosystemtechnisch basierten Dienstleistungen. Norderstedt: BoD - Books on Demand; 2012: 37-74.

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• [8]
  

  2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933588

  Bilstein N, Matta SM, Hogreve J. Understanding Co-Production in Service Recovery Processes. In: Mickelsson J, Helkkula A, eds. Innovative Service Perspectives. Proceedings from the AMA SERVSIG International Service Research Conference. Helsinki: Hanken School of Economics; 2012: 92.

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• [7]
  

  2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933587

  Bilstein N, Fahr R, Hogreve J, Sichtmann C. Paying for a Higher Workload? An Experimental Investigation of the Relationship Between Customer's Co-Production and Willingness-to-Pay. In: Rita P, ed. Marketing to Citizens. Going beyond Customers and Consumers. 41th EMAC Conference, Lisbon, 22-25 May 2012; conference proceedings. Lissabon: ISCTE Business School; 2012.

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• [6]
  

  2012 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933586

  Bilstein N, Matta SM, Hogreve J. Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes. Presented at the 21st Annual Frontiers in Service Conference, Bethesda, Maryland, USA.

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• [5]
  

  2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933596

  Bilstein N. Co-Production in the Service Production and Delivery Process - Conceptualization and Future Research Fields. In: Fließ S, ed. Beiträge zur Dienstleistungsmarketing-Forschung. Aktuelle Forschungsfragen und Forschungsergebnisse. Gabler Research : Focus Dienstleistungsmarketing . Wiesbaden: Gabler; 2011: 97-119.

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• [4]
  

  2011 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933572

  Sichtmann C, Möller S, Hogreve J, Bilstein N. Kundenintegration 2.0 - Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities? Zeitschrift für Betriebswirtschaft. 2011;81(5):21-45.

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• [3]
  

  2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933597

  Hogreve J, Bilstein N, Langnickel D. Alter schützt vor Technik nicht? - Zur Akzeptanz technologischer Dienstleistungsinnovationen von Senioren. In: Bieber D, Schwarz K, eds. Mit AAL-Dienstleistungen altern. Nutzerbedarfsanalysen im Kontext des Ambient Assisted Living. Beiträge aus dem BMBF-Förderschwerpunkt : Technologie und Dienstleistungen im demografischen Wandel. Saarbrücken: iso-Verlag; 2011: 32-50.

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• [2]
  

  2011 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933590

  Hogreve J, Bilstein N, Moeller S, Sichtmann C. Turning Lurkers into Value Creators: An Investigation of Transaction-Based Online Communities. In: Srinivasan R, McAlister L, American Marketing Association, eds. AMA Winter Educators' Conference 2011: marketing theory and applications. AMA educators proceedings. Vol 22. Red Hook, NJ: Curran; 2011.

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• [1]
  

  2010 | Konferenzbeitrag | PUB-ID: 2933591

  Laugwitz N, Hogreve J, Sichtmann C, Möller S. What drives Co-Production Performance? An Empirical Investigation of Online-Communities. In: Proceedings of the American Marketing Association (AMA) SERVSIG International Service Research Conference. 2010.

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