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Nicola Bilstein
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Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others
J Hogreve, N Bilstein, K Hoerner
Journal of Service Research 22 (4), 421-439, 2019
1082019
Unveiling the recovery time zone of tolerance: When time matters in service recovery
J Hogreve, N Bilstein, L Mandl
Journal of the Academy of Marketing Science 45, 866-883, 2017
902017
Explaining social exchanges in information-based online communities (IBOCs)
S Benoit, N Bilstein, J Hogreve, C Sichtmann
Journal of Service Management 27 (4), 460-480, 2016
222016
From third party to significant other for service encounters: a systematic review on third-party roles and their implications
L Abboud, N As' ad, N Bilstein, A Costers, B Henkens, K Verleye
Journal of Service Management 32 (4), 533-559, 2021
162021
Better together: involving consumers in the ideation, creation and dissemination of transformative value
N Bilstein, PWJ Verlegh, J Klostermann, E Akpinar
Journal of Service Management 33 (4/5), 520-530, 2022
132022
Co-production in the service production and delivery process–conceptualization and future research fields
N Bilstein
Beiträge zur Dienstleistungsmarketing-Forschung: Aktuelle Forschungsfragen …, 2011
112011
Shh!… I Got Help to Become Smart: Should Incumbent Firms Disclose Their Cooperation with a Startup?
M Schleef, N Bilstein, C Stummer
92020
Alter schützt vor Technik nicht?-Zur Akzeptanz technologischer Dienstleistungsinnovationen von Senioren
J Hogreve, N Bilstein, D Langnickel
Mit AAL-Dienstleistungen altern. Nutzerbedarfsanalysen im Kontext des …, 2011
62011
The Moderating Effect of Customers' Willingness to Participate in Service Recovery and its Impacting Factors-An Empirical Analysis
N Bilstein
SMR-Journal of Service Management Research 2 (3), 17-29, 2018
42018
Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung
N Bilstein, J Hogreve, K Bartilla
Interaktive Wertschöpfung durch Dienstleistungen: Strategische Ausrichtung …, 2015
42015
Multidisciplinary perspectives on challenges in managing smart products and services
N Bilstein, C Stummer
Schmalenbach Business Review 72, 479-483, 2020
32020
Kundenintegration 2.0–Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities?
C Sichtmann, S Möller, J Hogreve, N Bilstein
Zeitschrift für Betriebswirtschaft 81 (5), 21-45, 2011
32011
When Smart Products Become Dumb (Again): Voluntary and Legally Required Service Updates and Their Impact on Consumers’ Purchase Intention
M Schleef, N Bilstein, PT Schrader, C Stummer
SMR-Journal of Service Management Research 7 (1), 52-65, 2023
22023
Zur Akzeptanz technischer Leistungen durch Senioren–Eine empirische Analyse
N Bilstein, J Hogreve
Theorie und Praxis des Dienstleistungsmarketing: Aktuelle Konzepte und …, 2013
22013
Give me your data and I’ll dress you: A two-sided messaging approach to address privacy concerns surrounding in-store technologies
M Souka, N Bilstein, R Decker
Journal of Business Research 172, 114396, 2024
12024
Editorial–Special Issue: Managing Smart Services and Smart Service Systems
N Bilstein, C Stummer
SMR-Journal of Service Management Research 7 (1), 2-6, 2023
12023
Smart Transformative Services to Defuse Crises? The Meaning of Trust for the Usage of Digital Contact Tracing Apps.
KM Heimann, N Bilstein, MD Haurand
Marketing ZFP-Journal of Research & Management 45 (1), 2023
12023
May I Come In and Drop Off Your Parcel? An Innovation Resistance Theory Perspective on the Influence of Payment Modalities on Adoption Barriers
N Bilstein, KM Heimann, D Schauerte
Smart Services: Band 3: Kundenperspektive–Mitarbeiterperspektive …, 2022
12022
How Voice Assistants Affect Customer Experience in Online Shopping.
AM Flaswinkel, N Bilstein, M Rump
Transfer: Zeitschrift für Kommunikation & Markenmanagement 68 (2), 2022
12022
Thank you for your helping hand! Ways to avoid negative consequences of customer participation in recovery of technology product failure
N Bilstein, SM Matta, J Hogreve
Proceedings/Association for Consumer Research 44, 2016
12016
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