42 Publikationen
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2024 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2985083Souka, Mohamed, Bilstein, Nicola, and Decker, Reinhold. 2024. “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 172: 114396.
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2023 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2967226Schleef, Melina, Bilstein, Nicola, Schrader, Paul, and Stummer, Christian. 2023. “When smart products become dumb (again): Voluntary and legally required service updates and their impact on consumers' purchase intention”. Journal of Service Management Research 7 (1): 52-65.
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2022 | Zeitschriftenaufsatz | Unveröffentlicht | PUB-ID: 2963858Kaiser, M.I., Malsch, Annette, Abendroth, Anja, Baune, B., Bilstein, Nicola, Breitmoser, Yves, Caspers, Barbara, et al. Unpublished. “Interdisciplinary perspectives on individualisation in environments”. Interdisciplinary Journal of Philosophy.
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2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2962614Bilstein, Nicola, Verlegh, Peeter W. J., Klostermann, Jan, and Akpinar, Ezgi. 2022. “Better together: involving consumers in the ideation, creation and dissemination of transformative value”. Journal of Service Management 33 (4/5): 520-530.
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2022 | Kurzbeitrag Konferenz / Poster | Veröffentlicht | PUB-ID: 2958919Souka, Mohamed, Bilstein, Nicola, Decker, Reinhold, Er, Baran, and Hellwig, Jonas. 2022. “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 .
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2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2963926Flaswinkel, Anne Mareike, Bilstein, Nicola, Rump, Markus, Souka, Mohamed, and Decker, Reinhold. 2022. “How Voice Assistants Affect Customer Experience in Online Shopping”. transfer – Zeitschrift für Kommunikation und Markenmanagement 68 (2): 38-45.
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2022 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2964314Bilstein, Nicola, Heimann, Kira Marie, and Schauerte, Dirk. 2022. “May I Come In and Drop Off Your Parcel? An Innovation Resistance Theory Perspective on the Influence of Payment Modalities on Adoption Barriers ”. In Smart Services. Band 3: Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive, ed. Manfred Bruhn and Karsten Hadwich, 1st ed., 239–263. Forum Dienstleistungsmanagement. Wiesbaden: Springer Gabler.
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2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953059Heimann, Kira Marie, and Bilstein, Nicola. 2021. “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 : A2021-94704.
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2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953066Souka, Mohamed, Bilstein, Nicola, and Decker, Reinhold. 2021. “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 : A2021-94735.
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2021 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2949314Abboud, Liliane, As'ad, Nabila, Bilstein, Nicola, Costers, Annelies, Henkens, Bieke, and Verleye, Katrien. 2021. “From third party to significant other for service encounters: a systematic review on third-party roles and their implications”. Journal of Service Management 32 (4): 533-559.
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2020 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2946087Schleef, Melina, Bilstein, Nicola, and Stummer, Christian. 2020. “"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: 13.
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2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2935978Hogreve, Jens, Bilstein, Nicola, and Hoerner, Kathrin. 2019. “Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others”. Journal of Service Research 22 (4): 421-439.
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2019 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2934927Bilstein, Nicola, and Hogreve, Jens. 2019. “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.
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2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2934925Benoit, Sabine, Hogreve, Jens, Sichtmann, Christina, and Bilstein, Nicola. 2019. “Professionalism Kills the Trading Star: Explaining Member Participation in Trading Communities”. Journal of Service Management Research 3 (2): 54-65.
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2018 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2946548Bilstein, Nicola, and Hogreve, Jens. 2018. “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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2018 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933055Bilstein, Nicola. 2018. “The Moderating Effect of Customers' Willingness to Participate in Service Recovery and Its Impacting Factors. An Empirical Analysis”. Journal of Service Management Research: SMR 2 (3): 17-29.
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2017 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933573Gäthke, Jana, and Bilstein, Nicola. 2017. “How to Acquire New Customers : When Online Retailers Are Forced to Non-Disclose Information? The Role of Curiosity”. In Leaving Footprints : 46th EMAC Annual Conference, Groningen, May 23-26, 2017 , ed. University of Groningen. Groningen : European Marketing Academy.
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2017 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933570Hogreve, Jens, Bilstein, Nicola, and Mandl, Leonhard. 2017. “Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery”. Journal of the Academy of Marketing Science 45 (6): 866-883.
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2016 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933571Benoit (née Moeller), Sabine, Bilstein, Nicola, Hogreve, Jens, and Sichtmann, Christina. 2016. “Explaining Social Exchanges in Information-Based Online Communities (IBOCs)”. Journal of Service Management 27 (4): 460-480.
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2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933577Gäthke, Jana, Bilstein, Nicola, and Wei\ssberger, Julia. 2016. “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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2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933581Hogreve, Jens, Mandl, Leonhard, and Bilstein, Nicola. 2016. “New versus Steady Customers - Relationship Length as Moderator of the Relation Between Response Time and Customers' Compensation Expectations”. In What happens in marketing, stays digital. Rethinking marketing in the era of unlimited data, ed. Thorsten Henning-Thurau and Charles F. Hofacker. Vol. 27. AMA educators proceedings. Chicago, IL: American Marketing Association.
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2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933580Benoit (née Moeller), Sabine, Hogreve, Jens, Bilstein, Nicola, and Sichtmann, Christina. 2016. “Member Participation in Commerce-Based Online Communities”. In What happens in marketing, stays digital. Rethinking marketing in the era of unlimited data, ed. Thorsten Henning-Thurau and Charles F. Hofacker. Vol. 27. AMA educators proceedings. Chicago, IL: American Marketing Association.
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2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933579Bilstein, Nicola. 2016. “The Meaning of Situational Factors for Customer Participation in Service Recovery ? A Qualitative Analysis”. In Conference Proceedings SERVSIG Conference 2016, 884-885. Maastricht: Maastricht University.
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2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933578Hogreve, Jens, Mandl, Leonhard, and Bilstein, Nicola. 2016. “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, 301-304. Maastricht: Maastricht University.
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2016 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933575Bilstein, Nicola, and Fylek, Lisa. 2016. “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 . Bergen.
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2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933574Bilstein, Nicola, Matta, Shashi M., and Hogreve, Jens. 2016. “Thank You For Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure”. In Proceedings / Association for Consumer Research, ed. Page Moreau and Stefano Puntoni, 44:65-69. Advances in Consumer Research. Duluth, MN: Association for Consumer Research.
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2015 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933592Bilstein, Nicola, Hogreve, Jens, and Bartilla, Katrin. 2015. “Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung”. In Interaktive Wertschöpfung durch Dienstleistungen. strategische Ausrichtung von Kundeninteraktionen, Geschäftsmodellen und sozialen Netzwerken, ed. Manfred Bruhn and Karsten Hadwich, 287-308. Forum Dienstleistungsmanagement. Wiesbaden: Springer Gabler.
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2015 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933584Bilstein, Nicola, Matta, Shashi M., and Hogreve, Jens. 2015. “Unintended Effects of Customer Participation in Recovery : Can Choice Availability be a Remedy?”. In Marketing in a global, digital and connected world. 2015 AMA Winter Educators' Conference, ed. Tom Brown and Vanitha Swaminathan. Vol. 26. AMA Educators Proceedings. Chicago, IL: American Marketing Association.
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2015 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933583Bilstein, Nicola, Hogreve, Jens, Mandl, Leonhard, and Russer, Franziska. 2015. “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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2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933594Bilstein, Nicola, and Hogreve, Jens. 2013. “Zur Akzeptanz technischer Leistungen durch Senioren - Eine empirische Analyse”. In Theorie und Praxis des Dienstleistungsmarketing. Aktuelle Konzepte und Entwicklungen, ed. Gertrud Schmitz, 75-95. Fokus Dienstleistungsmarketing. Wiesbaden: Springer Gabler.
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2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933593Hogreve, Jens, and Bilstein, Nicola. 2013. “Do Seniors Accept Technology-Based Service Innovations? A Qualitative Approach”. In Service Management in Health and Wellness Services, ed. Jay Kandampully, 275-288. Dubuque: Kendall Hunt Publ.
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2013 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933585Bilstein, Nicola, Matta, Shashi M., and Hogreve, Jens. 2013. “Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes”. In Lost in translation. Marketing in an interconnected world. EMAC 42nd Annual Conference, Istanbul, June 4-7, 2013; conference proceedings, ed. Elif Karaosmanoğlu and A. Banu Elmadağ Baş, 166. Istanbul, Turkey: European Marketing Academy.
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2012 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933595Hogreve, Jens, and Bilstein, Nicola. 2012. “Was wollen Senioren? Analyse von Bedürfnissen und Akzeptanzfaktoren”. In Mit intelligenter Technik zu neuen Dienstleistungen für Senioren (MIDIS). Leitfaden und Instrumente zur kooperativen Entwicklung von mikrosystemtechnisch basierten Dienstleistungen, ed. Christof Zangemeister, 37-74. Norderstedt: BoD - Books on Demand.
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2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933588Bilstein, Nicola, Matta, Shashi M., and Hogreve, Jens. 2012. “Understanding Co-Production in Service Recovery Processes”. In Innovative Service Perspectives. Proceedings from the AMA SERVSIG International Service Research Conference, ed. Jacob Mickelsson and Anu Helkkula, 92. Helsinki: Hanken School of Economics.
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2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933587Bilstein, Nicola, Fahr, René, Hogreve, Jens, and Sichtmann, Christina. 2012. “Paying for a Higher Workload? An Experimental Investigation of the Relationship Between Customer's Co-Production and Willingness-to-Pay”. In Marketing to Citizens. Going beyond Customers and Consumers. 41th EMAC Conference, Lisbon, 22-25 May 2012; conference proceedings, ed. Paulo Rita. Lissabon: ISCTE Business School.
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2012 | Kurzbeitrag Konferenz / Poster | PUB-ID: 2933586Bilstein, Nicola, Matta, Shashi M., and Hogreve, Jens. 2012. “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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2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933596Bilstein, Nicola. 2011. “Co-Production in the Service Production and Delivery Process - Conceptualization and Future Research Fields”. In Beiträge zur Dienstleistungsmarketing-Forschung. Aktuelle Forschungsfragen und Forschungsergebnisse, ed. Sabine Fließ, 97-119. Gabler Research : Focus Dienstleistungsmarketing . Wiesbaden: Gabler.
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2011 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933572Sichtmann, Christina, Möller, Sabine, Hogreve, Jens, and Bilstein, Nicola. 2011. “Kundenintegration 2.0 - Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities?”. Zeitschrift für Betriebswirtschaft 81 (5): 21-45.
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2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933597Hogreve, Jens, Bilstein, Nicola, and Langnickel, Diane. 2011. “Alter schützt vor Technik nicht? - Zur Akzeptanz technologischer Dienstleistungsinnovationen von Senioren”. In Mit AAL-Dienstleistungen altern. Nutzerbedarfsanalysen im Kontext des Ambient Assisted Living. Beiträge aus dem BMBF-Förderschwerpunkt : Technologie und Dienstleistungen im demografischen Wandel, ed. Daniel Bieber and Kathleen Schwarz, 32-50. Saarbrücken: iso-Verlag.
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2011 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933590Hogreve, Jens, Bilstein, Nicola, Moeller, Sabine, and Sichtmann, Christina. 2011. “Turning Lurkers into Value Creators: An Investigation of Transaction-Based Online Communities”. In AMA Winter Educators' Conference 2011: marketing theory and applications, ed. Raji Srinivasan, Leigh McAlister, and American Marketing Association. Vol. 22. AMA educators proceedings. Red Hook, NJ: Curran.
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2010 | Konferenzbeitrag | PUB-ID: 2933591Laugwitz, Nicola, Hogreve, Jens, Sichtmann, Christina, and Möller, Sabine. 2010. “What drives Co-Production Performance? An Empirical Investigation of Online-Communities”. In Proceedings of the American Marketing Association (AMA) SERVSIG International Service Research Conference.