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Publikationen

2023

Kira Marie Heimann, Nicola Bilstein, Michelle Désirée Haurand: Smart Transformative Services to Defuse Crises? The Meaning of Trust for the Usage of Digital Contact Tracing Apps. In: Marketing : ZFP, 45, 1 (2023). - S. 48-65.
doi:10.15358/0344-1369-2023-1-48

2022

Mohamed Souka, Nicola Bilstein, Reinhold Decker, Baran Er, Jonas Hellwig: 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. - Baveno : 2022.

Nicola Bilstein, Peeter W. J. Verlegh, Jan Klostermann, Ezgi Akpinar: Better Together : Involving Consumers in the Ideation, Creation and Dissemination of Transformative Value. In: Journal of Service Management, 33, 4/5 (2022). - S. 520-530.
doi:10.1108/JOSM-11-2021-0414

Anne Mareike Flaswinkel, Nicola Bilstein, Markus Rump, Mohamed Souka, Reinhold Decker: How Voice Assistants Affect Customer Experience in Online Shopping. In: transfer : Zeitschrift für Kommunikation und Markenmanagement, 68, 2 (2022). - S. 38-45.

Nicola Bilstein, Kira Heimann, Dirk Schauerte: May I Come In and Drop Off Your Parcel? : An Innovation Resistance Theory Perspective on the Influence of Payment Modalities on Adoption Barriers. In: Manfred Bruhn, Karsten Hadwich (Hrsg.): Smart Services. Band 3. Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive. - Wiesbaden : Springer Gabler, 2022. - S. 239-263.
doi:10.1007/978-3-658-37384-9_9

2021

Kira Heimann, Nicola Bilstein: 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. - Madrid, Spanien : 2021.

Mohamed Souka, Nicola Bilstein, Reinhold Decker: 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. - Madrid, Spanien : 2021.

Liliane Abboud, Nabila As'ad, Nicola Bilstein, Annelies Costers, Bieke Henkens, Katrien Verleye: From Third Party to Significant Other for Service Encounters : a Systematic Review on Third-Party Roles and Their Implications. In: Journal of Service Management, 32, 4 (2021). - S. 533-559.
doi:10.1108/JOSM-04-2020-0099

P. Bischoff, Jens Hogreve, Nicola Bilstein, Katrien Verleye: Shedding More Light on Customer Value : A Meta-Analysis. - (Vortrag), Veranstaltung: 2021 Frontiers in Service Conference, 09.-10. Juli 2021, Philadelphia, USA, online.

Melina Schleef, Nicola Bilstein, P. Schrader, Christian Stummer: Smart, Smarter, Dumb : Legal Obligation versus Voluntary Commitment to Provide Service Updates and Their Impact on Consumers' Behavioral Intentions. - (Vortrag), Veranstaltung: 2021 Frontiers in Service Conference, 09.-10. Juli 2021, Philadelphia, USA, online.

Kira Heimann, Nicola Bilstein: When Friends Are Watching You : The Effects of Customer Participation in Service Recovery during a Group Service Failure. - (Vortrag), Veranstaltung: 2021 Frontiers in Service Conference, 09.-10. Juli 2021, Philadelphia, USA, online.

2020

Melina Schleef, Nicola Bilstein, Christian Stummer: "Shh! ... I Got Help to Become Smart" : Should Incumbent Firms Disclose Their Cooperation with a Startup?. In: Proceedings of the 41st International Conference on Information Systems (ICIS 2020). - Hyderabad, India : 2020.

Nicola Bilstein, Christian Stummer: Special Section: Multidisciplinary Perspectives on Challenges in Managing Smart Products and Services. In: Schmalenbach Business Review, 72, 4 (2020). - S. 479-483.
doi:10.1007/s41464-020-00104-z

2019

Nicola Bilstein, Jens Hogreve: Initiate it : Proactivity as a Means to Overcome Unwanted Effects of Customer Participation in Service Recovery?. In: Proceedings of the 48th European Marketing Academy (EMAC) Conference. - Hamburg : 2019.

Sabine Benoit, Jens Hogreve, Christina Sichtmann, Nicola Bilstein: Professionalism Kills the Trading Star : Explaining Member Participation in Trading Communities. In: Journal of Service Management Research, 3, 2 (2019). - S. 54-65.
doi:10.15358/2511-8676-2019-2-54

Jens Hogreve, Nicola Bilstein, Kathrin Hörner: Service Recovery on Stage : Effects of Social Media Recovery on Virtually Present Others. In: Journal of Service Research, 22, 4 (2019). - S. 421-439.
doi:10.1177/1094670519851871

2018

Nicola Bilstein, Jens Hogreve: Customer's Willingness-to-Coproduce in Proactive Service Recoveries : A Recovery-Initiation/Coproduction-Trade-Off?. In: Proceedings of the 27th Annual Frontiers in Service Conference. - Austin, TX, USA : 2018.

Nicola Bilstein: The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impacting Factors : An Empirical Analysis. In: Journal of Service Management Research, 2, 3 (2018). - S. 17-29.
doi:10.15358/2511-8676-2018-3-17

2017

Jana Gäthke, Nicola Bilstein: How to Acquire New Customers When Online Retailers Are Forced to Non-Disclose Information? : The Role of Curiosity. In: Proceedings of the 46th European Marketing Academy (EMAC) Conference. - Groningen, Niederlande : 2017. - S. 49.

Jens Hogreve, Nicola Bilstein, Leonhard Mandl: Unveiling the Recovery Time Zone of Tolerance : When Time Matters in Service Recovery. In: Journal of the Academy of Marketing Science, 45, 6 (2017). - S. 866-883.
doi:10.1007/s11747-017-0544-7

2016

Sabine Benoit, Nicola Bilstein, Jens Hogreve, Christina Sichtmann: Explaining Social Exchanges in Information-Based Online Communities (IBOCs). In: Journal of Service Management, 27, 4 (2016). - S. 460-480.
doi:10.1108/JOSM-09-2015-0287

Nicola Bilstein: The Meaning of Situational Factors for Customer Participation in Service Recovery : A Qualitative Analysis. In: Conference Proceedings : SERVSIG Conference 2016, Maastricht. - Maastricht : 2016. - S. 884-885.

Sabine Benoit, Jens Hogreve, Nicola Bilstein, Christina Sichtmann: Member Participation in Commerce-Based Online Communities. In: Thorsten Hennig-Thurau, Charles F. Hofacker (Hrsg.): What Happens in Marketing, Stays Digital : Rethinking Marketing in the Era of Unlimited Data : Winter Marketing Academic Conference 2016. - Chicago : 2016. - S. K70-K71.

Nicola Bilstein, Lisa Fylek: The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Service Recovery Processes. In: Proceedings of the 25th Annual Frontiers in Service Conference. - Bergen, Norwegen : 2016.

Jens Hogreve, Leonhard Mandl, Nicola Bilstein: New Versus Steady Customers : Relationship Length as Moderator of the Relation Between Response Time and Customers' Compensation Expectations. In: Thorsten Hennig-Thurau, Charles F. Hofacker (Hrsg.): What Happens in Marketing, Stays Digital : Rethinking Marketing in the Era of Unlimited Data : Winter Marketing Academic Conference 2016. - Chicago : 2016. - S. K58-K59.

Jens Hogreve, Leonhard Mandl, Nicola Bilstein: 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 : 2016. - S. 301-304.

Nicola Bilstein, Shashi M. Matta, Jens Hogreve: Thank You for Your Helping Hand! : Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure. In: Advances in Consumer Research, 44 (2016). - S. 65-69.

Jana Gäthke, Nicola Bilstein, Julia Weißberger: Too exclusive?! : The negative effects of exclusivity as a service strategy. In: Proceedings of the 25th Annual Frontiers in Service Conference. - Bergen, Norwegen : 2016.

2015

Nicola Bilstein, Jens Hogreve, Leonhard Mandl, Franziska Russer: Because I'm Worth it : How Customer Status and Timeliness Affect Compensation Expectations in Service Recovery. In: Proceedings of the 24th Annual Frontiers in Service Conference. - San Jose, California, USA : 2015.

Nicola Bilstein, Jens Hogreve: Was wir aus der Dienstleistungsforschung für die Verbesserung der privaten Altersvorsorge lernen können. - (Vortrag), Veranstaltung: Interdisziplinärer Workshop zur privaten Altersvorsorge, Universität Gießen, 26.06.2015, Gießen.

Nicola Bilstein, Jens Hogreve, Katrin Bartilla: Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung. In: Manfred Bruhn, Karsten Hadwich (Hrsg.): Interaktive Wertschöpfung durch Dienstleistungen : strategische Ausrichtung von Kundeninteraktionen, Geschäftsmodellen und sozialen Netzwerken. - Wiesbaden : Springer Gabler, 2015. - S. 287-308.
doi:10.1007/978-3-658-08518-6_13

Nicola Bilstein, Kathrin Albrecht: Service Recovery on Stage : The Effects of Social Media Recovery on Virtually Present Others. - (Paper), Veranstaltung: 24th Annual Frontiers in Service Conference, 09.-12. Juli 2015, San Jose, Kalifornien, USA.

Jens Hogreve, Nicola Bilstein, Kathrin Albrecht: Service Recovery on Stage : The Effects of Social Media Recovery on Virtually Present Others. In: Proceedings of the 24th Annual Frontiers in Service Conference. - San Jose, Kalifornien, USA : 2015.

Nicola Bilstein, Shashi M. Matta, Jens Hogreve: Unintended Effects of Customer Participation in Recovery : Can Choice Availability Be a Remedy?. In: Tom Brown, Vanitha Swaminathan (Hrsg.): Marketing in a Global, Digital and Connected World : AMA Winter Marketing Educators' Conference 2015. - Chicago : 2015. - S. H44-H45.

2014

Nicola Bilstein, Jens Hogreve, Christina Sichtmann, René Fahr: Paying For a Higher Workload? : The Relation Between Customer's Co-Production and Willingness to Pay. In: Customer & Service Systems, 1, 1 (2014). - S. 49-53.
doi:10.5445/KSP/1000038784/06

2013

Nicola Bilstein, Shashi M. Matta, Jens Hogreve: Can I Get a Helping Hand? Maybe Not : Understanding Co-Production in Service Recovery Processes. In: Elif Karaosmanoğlu, A. Banu Elmadağ Baş (Hrsg.): Lost in Translation : Marketing in an Interconnected world : 42nd EMAC Conference proceedings. - Istanbul : 2013. - S. 166.

Jens Hogreve, Nicola Bilstein: Do Seniors Accept Technology-Based Service Innovations? : A Qualitative Approach. In: Jay Kandampully (Hrsg.): Service Management in Health and Wellness Services. - Dubuque : Kendall Hunt Publishing, 2013. - S. 275-288.

Nicola Bilstein, Jens Hogreve: Zur Akzeptanz technischer Leistungen durch Senioren : Eine empirische Analyse. In: Gertrud Schmitz (Hrsg.): Theorie und Praxis des Dienstleistungsmarketing : Aktuelle Konzepte und Entwicklungen. - Wiesbaden : Springer Gabler, 2013. - S. 75-95.
doi:10.1007/978-3-8349-6869-2_4

2012

Nicola Bilstein, Jens Hogreve, Christina Sichtmann, René Fahr: Paying for a Higher Workload? An Experimental Investigation of the Relationship between Customer's Co-Production and Willingness-to-Pay. - SSRN, 2012. -
doi:10.2139/ssrn.2134379

Jens Hogreve, Christina Sichtmann, Sabine Möller, Nicola Bilstein: Enhancing the Return on Co-Production in Online Communities. - SSRN, 2012. -
doi:10.2139/ssrn.2120715

Nicola Bilstein, Shashi M. Matta, Jens Hogreve: Can I Get a Helping Hand? Maybe Not : Understanding Co-Production in Service Recovery Processes. In: Proceedings of the 21st Annual Frontiers in Service Conference. - College Park, Maryland, USA : 2012. - S. 23.

Nicola Bilstein, René Fahr, Jens Hogreve, Christina Sichtmann: Paying for a Higher Workload? : An Experimental Investigation of the Relationship Between Customer's Co-Production and Willingness-to-Pay. In: Paulo Rita (Hrsg.): Marketing to Citizens : Going Beyond Customers and Consumers : 41st EMAC Conference proceedings. - Lissabon : ISCTE Business School, 2012.

Nicola Bilstein, Shashi M. Matta, Jens Hogreve: Understanding Co-Production in Service Recovery Processes. In: Jacob Mickelsson, Anu Helkkula (Hrsg.): Innovative service perspectives : Proceedings from the AMA SERVSIG International Service Research Conference. - Helsinki : Hanken School of Economics, 2012. - S. 92.

2011

Nicola Bilstein: Co-Production in the Service Production and Delivery Process : Conceptualization and Future Research Fields. In: Sabine Fließ (Hrsg.): Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse. - Wiesbaden : Gabler, 2011. - S. 97-119.
doi:10.1007/978-3-8349-6592-9_5

Christina Sichtmann, Sabine Möller, Jens Hogreve, Nicola Bilstein: Kundenintegration 2.0 : Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities?. In: Journal of Business Economics = Zeitschrift für Betriebswirtschaft, 81, S5 (2011). - S. 21-45.
doi:10.1007/s11573-011-0487-2

Nicola Bilstein, René Fahr, Jens Hogreve, Christina Sichtmann: Paying for a Higher Workload? : An Experimental Investigation of the Relationship between Customer Co-Production and Willingness-to-Pay. In: Proceedings of the 20th Annual Frontiers in Service Conference. - Columbus, Ohio, USA : 2011.

Jens Hogreve, Nicola Bilstein, Sabine Möller, Christina Sichtmann: Turning Lurkers Into Value Creators : An Investigation of Transaction-Based Online Communities. In: Raji Srinivasan, Leigh McAlister (Hrsg.): Marketing Theory and Applications : AMA Winter Marketing Educators' Conference 2011. - Chicago : 2011. - S. 263-264.

2010

Jens Hogreve, Nicola Laugwitz, René Fahr, Christina Sichtmann: Degrees of Co-Production and Willingness-to-Pay : An Experimental Investigation. In: Marion Garaus, Wolfgang Weitzl, Elisabeth Wolfsteiner, Magdalena Zimprich (Hrsg.): New Directions – New Insights : Conference Proceedings. - Wien : 2010. - S. 77-78.

Nicola Laugwitz, Jens Hogreve, Christina Sichtmann, Sabine Möller: Turning Lurkers into Contributors : What Drives Co-Production Performance in Online Communities?. In: Proceedings of the 19th Annual Frontiers in Service Conference. - Karlstad, Schweden : 2010.

Nicola Laugwitz, Jens Hogreve, Christina Sichtmann, Sabine Möller: What drives Co-Production Performance? : An Empirical Investigation of Online-Communities. In: Proceedings of the American Marketing Association SERVSIG Service Research Conference 2010. - Porto, Portugal : 2010.

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