Publications

2023

Heimann, Kira Marie; Bilstein, Nicola; Haurand, Michelle Désirée
Smart Transformative Services to Defuse Crises? The Meaning of Trust for the Usage of Digital C ...
in Marketing : ZFP volume 45 (2023) issue 1. - page 48-65
doi:10.15358/0344-1369-2023-1-48 ...

2022

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

Souka, Mohamed; Bilstein, Nicola; Decker, Reinhold; Er, Baran; Hellwig, Jonas
Augmented Reality to Ameliorate Customer Participation? : An Experimental Study on How the Inst ...
Proceedings of the 29th Recent Advances in Retailing and Consumer Science (RARCS) Conference
Baveno , 2022

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

Bilstein, Nicola; Heimann, Kira; Schauerte, Dirk
May I Come In and Drop Off Your Parcel? : An Innovation Resistance Theory Perspective on the In ...
Smart Services. Band 3. Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive
Wiesbaden : Springer Gabler, 2022. - page 239-263 . - (Forum Dienstleistungsmanagement)
doi:10.1007/978-3-658-37384-9_9 ...

2021

Bilstein, Nicola
To Tell or Not to Tell? : The Effect of Informing Consumers about the Cooperation with a Startu ...
2021
Research Seminar des Departments of Marketing and Retail Management, Surrey Business School, University of Surrey, UK, online

Souka, Mohamed; Bilstein, Nicola; Decker, Reinhold
Communicating Benefits and Threats? : An Experimental Study on the Effectiveness of Two-Sided M ...
Proceedings of the 50th European Marketing Academy (EMAC) Conference
Madrid, Spanien , 2021

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

Bischoff, P.; Hogreve, Jens; Bilstein, Nicola; Verleye, Katrien
Shedding More Light on Customer Value : A Meta-Analysis
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Schleef, Melina; Bilstein, Nicola; Schrader, P.; Stummer, Christian
Smart, Smarter, Dumb : Legal Obligation versus Voluntary Commitment to Provide Service Updates ...
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Bilstein, Nicola
Smart, Smarter, Dumb : Legal Obligation versus Voluntary Commitment to Provide Service Updates ...
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Heimann, Kira; Bilstein, Nicola
When Friends Are Watching You : The Effects of Customer Participation in Service Recovery durin ...
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Heimann, Kira; Bilstein, Nicola
When Social Influence Leads to Trust : Investigating Determinants of Usage Intentions of COVID- ...
Proceedings of the 50th European Marketing Academy (EMAC) Conference
Madrid, Spanien , 2021

2020

Bilstein, Nicola
To Tell or Not to Tell? : The Effect of Informing Consumers about the Cooperation with a Startu ...
2020
Brown Bag Seminar der Katholischen Universität Eichstätt-Ingolstadt, online

Schleef, Melina; Bilstein, Nicola; Stummer, Christian
"Shh! ... I Got Help to Become Smart" : Should Incumbent Firms Disclose Their Cooperation with ...
Proceedings of the 41st International Conference on Information Systems (ICIS 2020)
Hyderabad, India , 2020
https://aisel.aisnet.org/icis2020/digital_innovati ...

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

Bilstein, Nicola
"Impressions of CHIMSPAS 2019 : International Conference on Challenges in Managing Smart Products an ...
Bielefeld
2019
https://www.youtube.com/watch?v=kq9Q1l0wanU

2019

Bilstein, Nicola
Understanding Customers in a Socio-technical World : Impulsvortrag und Podiumsdiskussion im Rah ...
2019
Transcending Boundaries : Impulses from the Research Worlds at Bielefeld University, Bielefeld

2019

Bilstein, Nicola
„Warum sich Kunden nach Beschwerden ärgern“ (von Werner Knecht)
Neue Zürcher Zeitung
in Neue Zürcher Zeitung. (27. Juli 2019) . - page 52

2019

Bilstein, Nicola
„Umgang mit Beschwerden via Social Media beeinflusst Dritte“ : Interview mit Christina Joswig ...
25. Juli 2019
https://50jahre.uni-bielefeld.de/2019/07/25/umgang ...

Bilstein, Nicola
Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others : Lesso ...
2019
Forschungskolloquium der Technischen Hochschule Ostwestfalen-Lippe, Lemgo

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

Bilstein, Nicola
Initiate it : Proactivity as a Means to Overcome Unwanted Effects of customer Participation in ...
2019
48th European Marketing Academy (EMAC) Conference, Hamburg

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

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

2018

Bilstein, Nicola
Customer's Willingness-to-Coproduce in Proactive Service Recoveries : A Recovery-Initiation/Cop ...
2018
27th Annual Frontiers in Service Conference, Austin, TX, USA

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

Bilstein, Nicola
The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impa ...
in Journal of Service Management Research volume 2 (2018) issue 3. - page 17-29
doi:10.15358/2511-8676-2018-3-17 ...

Bilstein, Nicola; Verleye, Katrien
"Smart Use of Extant Literature", "Qualitative Literature Strategies (Content Analysis)"
2018
7th Edition of the Let’s Talk About Service (LTAS) Workshop, Ghent, Belgien

2017

Bilstein, Nicola
Empirical Analysis of the Consequences of Customer Participation in Service Recovery : The Impo ...
2017
Workshop Dienstleistungsmarketing, Universität Rostock, Rostock

Bilstein, Nicola
How to Acquire New Customers When Online Retailers Are Forced to Non-Disclose Information? : Th ...
2017
46th European Marketing Academy (EMAC) Conference, Groningen, Niederlande

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

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

2016

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

Bilstein, Nicola
The Meaning of Situational Factors for Customer Participation in Service Recovery : A Qualitati ...
2016
SERVSIG Conference 2016, Maastricht, Niederlande

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

Benoit, Sabine; Hogreve, Jens; Bilstein, Nicola; Sichtmann, Christina
Member Participation in Commerce-Based Online Communities
What Happens in Marketing, Stays Digital : Rethinking Marketing in the Era of Unlimited Data : Winter Marketing Academic Conference 2016
Chicago , 2016. - page K70-K71 . - (AMA Educators Proceedings; 27)

Bilstein, Nicola
The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Servic ...
2016
25th Annual Frontiers in Service Conference, Bergen, Norwegen

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

Hogreve, Jens; Mandl, Leonhard; Bilstein, Nicola
New Versus Steady Customers : Relationship Length as Moderator of the Relation Between Response ...
What Happens in Marketing, Stays Digital : Rethinking Marketing in the Era of Unlimited Data : Winter Marketing Academic Conference 2016
Chicago , 2016. - page K58-K59 . - (AMA Educators Proceedings; 27)

Bilstein, Nicola; Hogreve, Jens
The Role of Time in Service Recovery : How the Time to Recover a Service Failure and Relationsh ...
2016
SERVSIG Conference 2016, Maastricht, Niederlande

Hogreve, Jens; Mandl, Leonhard; Bilstein, Nicola
The Role of Time in Service Recovery : How the Time to Recover a Service Failure and Relationsh ...
Conference Proceedings : SERVSIG Conference 2016, Maastricht
Maastricht , 2016. - page 301-304

Bilstein, Nicola; Albrecht, Kathrin
Service Recovery on Stage : The Effects of Social Media Recovery on Virtually Present Others
2016
24th Annual Frontiers in Service Conference, San Jose, Kalifornien, USA

Bilstein, Nicola
Thank You for Your Helping Hand! : Ways to Avoid Negative Consequences of Customer Participatio ...
2016
2016 Conference of the Association for Consumer Research, Special Session on "It's All Around You: The Pervasive Effects of Technology on Consumers' Lives", Berlin

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Thank You for Your Helping Hand! : Ways to Avoid Negative Consequences of Customer Participatio ...
in Advances in Consumer Research volume 44 (2016) . - page 65-69

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

2015

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

Bilstein, Nicola; Hogreve, Jens
Was wir aus der Dienstleistungsforschung für die Verbesserung der privaten Altersvorsorge lerne ...
2015
Interdisziplinärer Workshop zur privaten Altersvorsorge, Universität Gießen, Gießen

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

Bilstein, Nicola; Mandl, Leonhard
Because I'm Worth it : How Customer Status and Timeliness Affect Compensation Expectations in S ...
2015
24th Annual Frontiers in Service Conference, San Jose, Kalifornien, USA

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

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Unintended Effects of Customer Participation in Recovery : Can Choice Availability Be a Remedy?
Marketing in a Global, Digital and Connected World : AMA Winter Marketing Educators' Conference 2015
Chicago , 2015. - page H44-H45 . - (AMA Educators Proceedings; 26)

2014

Bilstein, Nicola; Hogreve, Jens; Sichtmann, Christina; Fahr, René
Paying For a Higher Workload? : The Relation Between Customer's Co-Production and Willingness t ...
in Customer & Service Systems volume 1 (2014) issue 1. - page 49-53
doi:10.5445/KSP/1000038784/06 ...

2013

Bilstein, Nicola
"Nur Mut: Technik muss kein Senioren-Schreck sein" : Interview
FOCUS online
in FOCUS online. (19. November 2013)
http://www.focus.de/digital/computer/technik-nur-m ...

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Can I Get a Helping Hand? Maybe Not : Understanding Co-Production in Service Recovery Processes
Lost in Translation : Marketing in an Interconnected world : 42nd EMAC Conference proceedings
Istanbul , 2013. - page 166

Hogreve, Jens; Bilstein, Nicola
Do Seniors Accept Technology-Based Service Innovations? : A Qualitative Approach
Service Management in Health and Wellness Services
Dubuque : Kendall Hunt Publishing, 2013. - page 275-288

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

2012

Bilstein, Nicola
“Senioren-Handys : Weg mit dem überflüssigen Schnickschnack“
EXPRESS.de
in EXPRESS.de. (15. April 2012)
http://www.express.de/digital/senioren-handys-weg- ...

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

Bilstein, Nicola
Can I Get a Helping Hand? Maybe Not : Understanding Co-Production in Service Recovery Processes
2012
21st Annual Frontiers in Service Conference, College Park, Maryland, USA

Bilstein, Nicola
Paying for a Higher Workload? : An Experimental Investigation of the Relationship Between Custo ...
2012
41st European Marketing Academy (EMAC) Conference, Lissabon, Portugal

Bilstein, Nicola; Fahr, René; Hogreve, Jens; Sichtmann, Christina
Paying for a Higher Workload? : An Experimental Investigation of the Relationship Between Custo ...
Marketing to Citizens : Going Beyond Customers and Consumers : 41st EMAC Conference proceedings
Lissabon : ISCTE Business School, 2012

Bilstein, Nicola
Understanding Co-Production in Service Recovery Processes
2012
SERVSIG Conference 2012, Helsinki, Finnland

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Understanding Co-Production in Service Recovery Processes
Innovative service perspectives : Proceedings from the AMA SERVSIG International Service Research Conference
Helsinki : Hanken School of Economics, 2012. - page 92

Hogreve, Jens; Bilstein, Nicola
Was wollen Senioren? : Analyse von Bedürfnissen und Akzeptanzfaktoren
Mit intelligenter Technik zu neuen Dienstleistungen für Senioren (MIDIS) : Leitfaden und Instrumente zur kooperativen Entwicklung mikrosystemtechnisch basierten Dienstleistungen
Hamburg : Books on Demand, 2012. - page 37-74

2011

Bilstein, Nicola
Akzeptanzanalyse: "Wie werden MST-basierte Dienstleistungen von Senioren mehr oder weniger akze ...
2011
Transferworkshop für Dienstleister und Hersteller von Mikrosystemtechnik-Produkten: "Dienstleistungen für die Generation 55 plus - Innovationschancen der Mikrosystemtechnik nutzen", GGT Deutsche Gesellschaft für Gerontotechnik mbH, Iserlohn

Bilstein, Nicola
DL-Ideen generieren und DL-Bedarf analysieren: "Welche dienstleistungsrelevanten Bedürfnisse / ...
2011
Transferworkshop für Dienstleister und Hersteller von Mikrosystemtechnik-Produkten: "Dienstleistungen für die Generation 55 plus - Innovationschancen der Mikrosystemtechnik nutzen", GGT Deutsche Gesellschaft für Gerontotechnik mbH, Iserlohn

2011

Bilstein, Nicola
„Der große Knick nach der Promotion“ (von Lisa Becker)
Frankfurter Allgmeine Zeitung
in Frankfurter Allgmeine Zeitung. (26. April 2011)
http://www.faz.net/aktuell/beruf-chance/campus/fra ...

Bilstein, Nicola; Hogreve, Jens
Neue Technologien für Senioren – Was hindert Senioren an der Akzeptanz innovativer technischer ...
2011
15. Dienstleistungsmarketing-Workshop, Universität Duisburg-Essen, Duisburg

Bilstein, Nicola
Rethinking Value Co-Creation in Service : Empirical Investigations of the Antecedents and Outco ...
2011
Fisher IMS and AMA SERVSIG Dissertation Proposal Competition, 2011 AMA Winter Marketing Educators' Conference, Austin, Texas, USA

Hogreve, Jens; Bilstein, Nicola; Langnickel, Diane
Alter schützt vor Technik nicht? : Zur Akzeptanz technologischer Dienstleistungsinnovationen vo ...
Mit AAL-Dienstleistungen altern : Nutzerbedarfsanalysen im Kontext des Ambient Assisted Living
Saarbrücken : ISO-Verlag, 2011. - page 32-50

Bilstein, Nicola
Co-Production in the Service Production and Delivery Process : Conceptualization and Future Res ...
Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse
Wiesbaden : Gabler, 2011. - page 97-119
doi:10.1007/978-3-8349-6592-9_5 ...

Sichtmann, Christina; Möller, Sabine; Hogreve, Jens; Bilstein, Nicola
Kundenintegration 2.0 : Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasie ...
in Journal of Business Economics = Zeitschrift für Betriebswirtschaft volume 81 (2011) issue S5. - page 21-45
doi:10.1007/s11573-011-0487-2 ...

Bilstein, Nicola
Paying for a Higher Workload? : An Experimental Investigation of the Relationship between Custo ...
2011
Marketing Technologies, Social Media and Emerging Customer Behaviors: Towards Customer Empowerment or Customer Counter Power, Straßburg, Frankreich

Bilstein, Nicola
Paying for a Higher Workload? : An Experimental Investigation of the Relationship Between Custo ...
2011
20th Annual Frontiers in Service Conference, Columbus, Ohio, USA

Bilstein, Nicola; Fahr, René; Hogreve, Jens; Sichtmann, Christina
Paying for a Higher Workload? : An Experimental Investigation of the Relationship between Custo ...
Proceedings of the 20th Annual Frontiers in Service Conference
Columbus, Ohio, USA , 2011

Hogreve, Jens; Bilstein, Nicola; Möller, Sabine; Sichtmann, Christina
Turning Lurkers Into Value Creators : An Investigation of Transaction-Based Online Communities
Marketing Theory and Applications : AMA Winter Marketing Educators' Conference 2011
Chicago , 2011. - page 263-264 . - (AMA Educators Proceedings; 22)

Bilstein, Nicola
Turning Lurkers into Value Creators : An Investigation of Transaction-Based Online Communities
2011
AMA Winter Marketing Educators' Conference 2011, Austin, Texas, USA

2010

Bilstein, Nicola
Auswirkungen der Co-Production auf die Zahlungsbereitschaft von Kunden
2010
14. Dienstleistungsmarketing-Workshop, Hagen

Bilstein, Nicola
Dienstleistungsrelevante Bedürfnisse von Senioren : Erste Ergebnisse einer empirischen Untersuc ...
2010
Informationsforum & Zukunftswerkstatt für Dienstleister und Hersteller von Mikrosystemtechnik-Produkten, Köln

Hogreve, Jens; Laugwitz, Nicola; Fahr, René; Sichtmann, Christina
Degrees of Co-Production and Willingness-to-Pay : An Experimental Investigation
New Directions – New Insights : Conference Proceedings
Wien , 2010. - page 77-78

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

Bilstein, Nicola; Möller, Sabine
Turning Lurkers into Contributors : What Drives Co-Production Performance in Online Communities ...
2010
19th Annual Frontiers in Service Conference, Karlstad, Schweden

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

Bilstein, Nicola
What drives Co-Production Performance? : An Empirical Investigation of Online-Communities
2010
SERVSIG Conference 2010, Porto, Portugal