Publications "Bilstein, Nicola"

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Number of items: 52.

Article in a journal

Bilstein, Nicola ; Henkel, Alexander P. P. ; Heinonen, Kristina:
Editorial: Research Horizons of Smart Service Technologies.
In: Journal of Service Theory and Practice. Vol. 34 (2024) Issue 2 . - pp. 157-162.
ISSN 2055-6233
DOI: https://doi.org/10.1108/JSTP-03-2024-325

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. Vol. 172 (2024) . - 114396.
ISSN 0148-2963
DOI: https://doi.org/10.1016/j.jbusres.2023.114396

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. Vol. 45 (2023) Issue 1 . - pp. 48-65.
ISSN 0344-1369
DOI: https://doi.org/10.15358/0344-1369-2023-1-48

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. Vol. 33 (2022) Issue 4/5 . - pp. 520-530.
ISSN 1757-5826
DOI: https://doi.org/10.1108/JOSM-11-2021-0414

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. Vol. 68 (2022) Issue 2 . - pp. 38-45.
ISSN 1436-798X

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. Vol. 32 (2021) Issue 4 . - pp. 533-559.
ISSN 1757-5826
DOI: https://doi.org/10.1108/JOSM-04-2020-0099

Bilstein, Nicola ; Stummer, Christian:
Special Section: Multidisciplinary Perspectives on Challenges in Managing Smart Products and Services.
In: Schmalenbach Business Review. Vol. 72 (2020) Issue 4 . - pp. 479-483.
ISSN 2194-072X
DOI: https://doi.org/10.1007/s41464-020-00104-z

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. Vol. 3 (2019) Issue 2 . - pp. 54-65.
ISSN 2511-8676
DOI: https://doi.org/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. Vol. 22 (2019) Issue 4 . - pp. 421-439.
ISSN 1552-7379
DOI: https://doi.org/10.1177/1094670519851871

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. Vol. 2 (2018) Issue 3 . - pp. 17-29.
ISSN 2511-8676
DOI: https://doi.org/10.15358/2511-8676-2018-3-17

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. Vol. 45 (2017) Issue 6 . - pp. 866-883.
ISSN 1552-7824
DOI: https://doi.org/10.1007/s11747-017-0544-7

Benoit, Sabine ; Bilstein, Nicola ; Hogreve, Jens ; Sichtmann, Christina:
Explaining Social Exchanges in Information-Based Online Communities (IBOCs).
In: Journal of Service Management. Vol. 27 (2016) Issue 4 . - pp. 460-480.
ISSN 1757-5826
DOI: https://doi.org/10.1108/JOSM-09-2015-0287

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. Vol. 44 (2016) . - pp. 65-69.
ISSN 0098-9258

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. Vol. 1 (2014) Issue 1 . - pp. 49-53.
ISSN 2198-8005
DOI: https://doi.org/10.5445/KSP/1000038784/06

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. Vol. 81 (2011) Issue S5 . - pp. 21-45.
ISSN 1861-8928
DOI: https://doi.org/10.1007/s11573-011-0487-2

Article in a book

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

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 (ed.): Smart Services. Band 3. Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive. - Wiesbaden : Springer Gabler , 2022 . - pp. 239-263 . - (Forum Dienstleistungsmanagement )
ISBN 978-3-658-37383-2
DOI: https://doi.org/10.1007/978-3-658-37384-9_9

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

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

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.
ISBN 978-1-7336325-5-3

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
ISBN 978-3-9821146-0-6

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

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 . - p. 49

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 . - pp. 884-885
ISBN 978-90-825680-0-4

Benoit, Sabine ; Hogreve, Jens ; Bilstein, Nicola ; Sichtmann, Christina:
Member Participation in Commerce-Based Online Communities.
In: Hennig-Thurau, Thorsten ; Hofacker, Charles F. (ed.): 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 )
ISBN 978-1-51082-367-9

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

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. (ed.): 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 )
ISBN 978-1-51082-367-9

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 . - pp. 301-304
ISBN 978-90-825680-0-4

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

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 ; Bartilla, Katrin:
Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung.
In: Bruhn, Manfred ; Hadwich, Karsten (ed.): Interaktive Wertschöpfung durch Dienstleistungen : strategische Ausrichtung von Kundeninteraktionen, Geschäftsmodellen und sozialen Netzwerken. - Wiesbaden : Springer Gabler , 2015 . - pp. 287-308 . - (Forum Dienstleistungsmanagement )
ISBN 978-3-658-08517-9
DOI: https://doi.org/10.1007/978-3-658-08518-6_13

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

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 (ed.): Marketing in a Global, Digital and Connected World : AMA Winter Marketing Educators' Conference 2015. - Chicago , 2015 . - H44-H45 . - (AMA Educators Proceedings ; 26 )
ISBN 978-1-5108-0450-0

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 (ed.): Lost in Translation : Marketing in an Interconnected world : 42nd EMAC Conference proceedings. - Istanbul , 2013 . - p. 166
ISBN 978-9944-380-10-2

Hogreve, Jens ; Bilstein, Nicola:
Do Seniors Accept Technology-Based Service Innovations? : A Qualitative Approach.
In: Kandampully, Jay (ed.): Service Management in Health and Wellness Services. - Dubuque : Kendall Hunt Publishing , 2013 . - pp. 275-288
ISBN 978-1-4652-0823-1

Bilstein, Nicola ; Hogreve, Jens:
Zur Akzeptanz technischer Leistungen durch Senioren : Eine empirische Analyse.
In: Schmitz, Gertrud (ed.): Theorie und Praxis des Dienstleistungsmarketing : Aktuelle Konzepte und Entwicklungen. - Wiesbaden : Springer Gabler , 2013 . - pp. 75-95 . - (Fokus Dienstleistungsmarketing )
ISBN 978-3-8349-3155-9
DOI: https://doi.org/10.1007/978-3-8349-6869-2_4

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 . - p. 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 (ed.): Marketing to Citizens : Going Beyond Customers and Consumers : 41st EMAC Conference proceedings. - Lissabon : ISCTE Business School , 2012
ISBN 978-9897-320-04-0

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
Understanding Co-Production in Service Recovery Processes.
In: Mickelsson, Jacob ; Helkkula, Anu (ed.): Innovative service perspectives : Proceedings from the AMA SERVSIG International Service Research Conference. - Helsinki : Hanken School of Economics , 2012 . - p. 92
ISBN 978-952-232-170-1

Bilstein, Nicola:
Co-Production in the Service Production and Delivery Process : Conceptualization and Future Research Fields.
In: Fließ, Sabine (ed.): Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse. - Wiesbaden : Gabler , 2011 . - pp. 97-119
ISBN 978-3-8349-2748-4
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

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 (ed.): Marketing Theory and Applications : AMA Winter Marketing Educators' Conference 2011. - Chicago , 2011 . - pp. 263-264 . - (AMA Educators Proceedings ; 22 )
ISBN 978-1-61839-064-6

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

Laugwitz, Nicola ; Hogreve, Jens ; Sichtmann, Christina ; Möller, Sabine:
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

Laugwitz, Nicola ; Hogreve, Jens ; Sichtmann, Christina ; Möller, Sabine:
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

Conference item

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

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
Event: 2021 Frontiers in Service Conference , 09.-10. Juli 2021 , Philadelphia, USA, online.
(Conference item: Conference , Speech )

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

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

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

Working paper, discussion paper

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

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

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