Institutionen der Universität Bayreuth
Lehrstuhl Betriebswirtschaftslehre VIII - Marketing und Dienstleistungsmanagement - Univ.-Prof. Dr. Nicola Bilstein

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-Party Roles and Their Implications.
In: Journal of Service Management. Bd. 32 (2021) Heft 4 . - S. 533-559.
DOI: https://doi.org/10.1108/JOSM-04-2020-0099

Bilstein, Nicola ; Henkel, Alexander P. P. ; Heinonen, Kristina:
Editorial: Research Horizons of Smart Service Technologies.
In: Journal of Service Theory and Practice. Bd. 34 (2024) Heft 2 . - S. 157-162.
DOI: https://doi.org/10.1108/JSTP-03-2024-325

Bilstein, Nicola ; Verlegh, Peeter W. J. ; Klostermann, Jan ; Akpinar, Ezgi:
Better Together : Involving Consumers in the Ideation, Creation and Dissemination of Transformative Value.
In: Journal of Service Management. Bd. 33 (2022) Heft 4/5 . - S. 520-530.
DOI: https://doi.org/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 Influence of Payment Modalities on Adoption Barriers.
In: Bruhn, Manfred ; Hadwich, Karsten (Hrsg.): Smart Services. Band 3. Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive. - Wiesbaden : Springer Gabler, 2022 . - S. 239-263 . - (Forum Dienstleistungsmanagement )
DOI: https://doi.org/10.1007/978-3-658-37384-9_9

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

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

Bilstein, Nicola ; Hogreve, Jens:
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

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. Bd. 3 (2019) Heft 2 . - S. 54-65.
DOI: https://doi.org/10.15358/2511-8676-2019-2-54

Bilstein, Nicola ; Hogreve, Jens:
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

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

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

Bilstein, Nicola:
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

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

Bilstein, Nicola ; Fylek, Lisa:
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

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
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. Bd. 44 (2016) . - S. 65-69.

Bilstein, Nicola ; Hogreve, Jens ; Mandl, Leonhard ; Russer, Franziska:
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

Bilstein, Nicola ; Hogreve, Jens:
Was wir aus der Dienstleistungsforschung für die Verbesserung der privaten Altersvorsorge lernen können.
2015
Veranstaltung: Interdisziplinärer Workshop zur privaten Altersvorsorge, Universität Gießen , 26.06.2015 , Gießen.
(Veranstaltungsbeitrag: Workshop , Vortrag )

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

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

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

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

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

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

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

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
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

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

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

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

Bilstein, Nicola ; Fahr, René ; Hogreve, Jens ; Sichtmann, Christina:
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

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. Bd. 68 (2022) Heft 2 . - S. 38-45.

Gäthke, Jana ; Bilstein, Nicola:
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

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

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

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

Heimann, Kira ; Bilstein, Nicola:
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

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

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. Bd. 45 (2017) Heft 6 . - S. 866-883.
DOI: https://doi.org/10.1007/s11747-017-0544-7

Hogreve, Jens ; Mandl, Leonhard ; Bilstein, Nicola:
New Versus Steady Customers : Relationship Length as Moderator of the Relation Between Response Time and Customers' Compensation Expectations.
In: Hennig-Thurau, Thorsten ; Hofacker, Charles F. (Hrsg.): What Happens in Marketing, Stays Digital : Rethinking Marketing in the Era of Unlimited Data : Winter Marketing Academic Conference 2016. - Chicago , 2016 . - K58-K59 . - (AMA Educators Proceedings ; 27 )

Hogreve, Jens ; Mandl, Leonhard ; Bilstein, Nicola:
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

Hogreve, Jens ; Bilstein, Nicola ; Albrecht, Kathrin:
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

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

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

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

Kaiser, Marie I. ; Killin, Anton ; Abendroth, Anja-Kristin ; Back, Mitja D. ; Baune, Bernhard T. ; Bilstein, Nicola ; Breitmoser, Yves ; Caspers, Barbara A. ; Gadau, Jürgen ; Gossmann, Toni I. ; Kaiser, Sylvia ; Krüger, Oliver ; Kurtz, Joachim ; Lengersdorf, Diana ; Malsch, Annette K. F. ; Müller, Caroline ; Rauthmann, John F. ; Reinhold, Klaus ; Richter, S. Helene ; Stummer, Christian ; Trappes, Rose ; Voelcker-Rehage, Claudia ; Wittmann, Meike J.:
Individualisation and individualised science across disciplinary perspectives.
In: European Journal for Philosophy of Science. Bd. 14 (2024) . - 41.
DOI: https://doi.org/10.1007/s13194-024-00602-8

Souka, Mohamed ; Bilstein, Nicola ; Decker, Reinhold:
Give Me Your Data and I’ll Dress You : A Two-Sided Messaging Approach to Address Privacy Concerns Surrounding In-Store Technologies.
In: Journal of Business Research. Bd. 172 (2024) . - 114396.
DOI: https://doi.org/10.1016/j.jbusres.2023.114396

Souka, Mohamed ; Bilstein, Nicola ; Decker, Reinhold ; Er, Baran ; Hellwig, Jonas:
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

Souka, Mohamed ; Bilstein, Nicola ; Decker, Reinhold:
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

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

Schleef, Melina ; Bilstein, Nicola ; Stummer, Christian:
"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 . - 9 S.

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

Weisner, Robin ; Backs, Sabrina ; Bilstein, Nicola:
Delivering Transformative Value in a Sustainable Way : The Challenges of Being a Social Entrepreneur.
In: Bruhn, Manfred ; Hadwich, Karsten (Hrsg.): Sustainable Service Management. Band 2. Strategien und Umsetzung der Nachhaltigkeit. - Wiesbaden : Springer Gabler, 2024 . - S. 399-420 . - (Forum Dienstleistungsmanagement )
DOI: https://doi.org/10.1007/978-3-658-45146-2_14