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• [42]
  

  2024 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2985083

  Souka, M., Bilstein, N., and Decker, R. (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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• [41]
  

  2023 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2967226

  Schleef, M., Bilstein, N., Schrader, P., and Stummer, C. (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, 52-65.

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• [40]
  

  2022 | Zeitschriftenaufsatz | Unveröffentlicht | PUB-ID: 2963858

  Kaiser, M. I., Malsch, A., Abendroth, A., Baune, B., Bilstein, N., Breitmoser, Y., Caspers, B., Gadau, J., Kaiser, S., Killin, A. J., et al. (Unpublished). Interdisciplinary perspectives on individualisation in environments. Interdisciplinary Journal of Philosophy.

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• [39]
  

  2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2962614

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

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• [38]
  

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

  Souka, M., Bilstein, N., Decker, R., Er, B., and Hellwig, J. (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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• [37]
  

  2022 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2963926

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

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• [36]
  

  2022 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2964314

  Bilstein, N., Heimann, K. M., and Schauerte, D. (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, Bruhn, M., and Hadwich, K. eds. Forum Dienstleistungsmanagement 1st ed. (Wiesbaden: Springer Gabler), 239–263.

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• [35]
  

  2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953059

  Heimann, K. M., and Bilstein, N. (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 .

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• [34]
  

  2021 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2953066

  Souka, M., Bilstein, N., and Decker, R. (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 .

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• [33]
  

  2021 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2949314

  Abboud, L., As'ad, N., Bilstein, N., Costers, A., Henkens, B., and Verleye, K. (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, 533-559.

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• [32]
  

  2020 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2946087

  Schleef, M., Bilstein, N., and Stummer, C. (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).

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• [31]
  

  2020 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2946653

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

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• [30]
  

  2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2935978

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

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• [29]
  

  2019 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2934927

  Bilstein, N., and Hogreve, J. (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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• [28]
  

  2019 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2934925

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

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• [27]
  

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

  Bilstein, N., and Hogreve, J. (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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• [26]
  

  2018 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933055

  Bilstein, N. (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, 17-29.

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• [25]
  

  2017 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933573

  Gäthke, J., and Bilstein, N. (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 , University of Groningen ed. (Groningen : European Marketing Academy).

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• [24]
  

  2017 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933570

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

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• [23]
  

  2016 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933571

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

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• [22]
  

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

  Gäthke, J., Bilstein, N., and Wei\ssberger, J. (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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• [21]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933581

  Hogreve, J., Mandl, L., and Bilstein, N. (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, Henning-Thurau, T., and Hofacker, C. F. eds. AMA educators proceedings, vol. 27, (Chicago, IL: American Marketing Association).

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• [20]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933580

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

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• [19]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933579

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

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• [18]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933578

  Hogreve, J., Mandl, L., and Bilstein, N. (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 (Maastricht: Maastricht University), 301-304.

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• [17]
  

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

  Bilstein, N., and Fylek, L. (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.

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• [16]
  

  2016 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933574

  Bilstein, N., Matta, S. M., and Hogreve, J. (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, Moreau, P., and Puntoni, S. eds. Advances in Consumer Research, vol. 44, (Duluth, MN: Association for Consumer Research), 65-69.

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• [15]
  

  2015 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933592

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

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• [14]
  

  2015 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933584

  Bilstein, N., Matta, S. M., and Hogreve, J. (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, Brown, T., and Swaminathan, V. eds. AMA Educators Proceedings, vol. 26, (Chicago, IL: American Marketing Association).

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• [13]
  

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

  Bilstein, N., Hogreve, J., Mandl, L., and Russer, F. (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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• [12]
  

  2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933594

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

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• [11]
  

  2013 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933593

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

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• [10]
  

  2013 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933585

  Bilstein, N., Matta, S. M., and Hogreve, J. (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, Karaosmanoğlu, E., and Baş, A. B. E. eds. (Istanbul, Turkey: European Marketing Academy), 166.

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• [9]
  

  2012 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933595

  Hogreve, J., and Bilstein, N. (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, Zangemeister, C. ed. (Norderstedt: BoD - Books on Demand), 37-74.

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• [8]
  

  2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933588

  Bilstein, N., Matta, S. M., and Hogreve, J. (2012). “Understanding Co-Production in Service Recovery Processes” in Innovative Service Perspectives. Proceedings from the AMA SERVSIG International Service Research Conference, Mickelsson, J., and Helkkula, A. eds. (Helsinki: Hanken School of Economics), 92.

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• [7]
  

  2012 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933587

  Bilstein, N., Fahr, R., Hogreve, J., and Sichtmann, C. (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, Rita, P. ed. (Lissabon: ISCTE Business School).

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• [6]
  

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

  Bilstein, N., Matta, S. M., and Hogreve, J. (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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• [5]
  

  2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933596

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

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• [4]
  

  2011 | Zeitschriftenaufsatz | Veröffentlicht | PUB-ID: 2933572

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

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• [3]
  

  2011 | Sammelwerksbeitrag | Veröffentlicht | PUB-ID: 2933597

  Hogreve, J., Bilstein, N., and Langnickel, D. (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, Bieber, D., and Schwarz, K. eds. (Saarbrücken: iso-Verlag), 32-50.

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• [2]
  

  2011 | Konferenzbeitrag | Veröffentlicht | PUB-ID: 2933590

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

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• [1]
  

  2010 | Konferenzbeitrag | PUB-ID: 2933591

  Laugwitz, N., Hogreve, J., Sichtmann, C., and Möller, S. (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.

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