“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers B Larivière, D Bowen, TW Andreassen, W Kunz, NJ Sirianni, C Voss, ... Journal of business research 79, 238-246, 2017 | 857 | 2017 |
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI M Blut, C Wang, NV Wünderlich, C Brock Journal of the Academy of Marketing Science 49, 632-658, 2021 | 591 | 2021 |
High tech and high touch: a framework for understanding user attitudes and behaviors related to smart interactive services NV Wünderlich, FV Wangenheim, MJ Bitner Journal of Service research 16 (1), 3-20, 2013 | 448 | 2013 |
“Futurizing” smart service: implications for service researchers and managers NV Wünderlich, K Heinonen, AL Ostrom, L Patricio, R Sousa, C Voss, ... Journal of Services Marketing 29 (6/7), 442-447, 2015 | 442 | 2015 |
The value of self-service A Scherer, NV Wünderlich, F Von Wangenheim MIS quarterly 39 (1), 177-200, 2015 | 352 | 2015 |
Advancing research on loyalty programs: a future research agenda E Breugelmans, THA Bijmolt, J Zhang, LJ Basso, M Dorotic, P Kopalle, ... Marketing Letters 26, 127-139, 2015 | 221 | 2015 |
Technology mediation in service delivery: A new typology and an agenda for managers and academics JH Schumann, NV Wünderlich, F Wangenheim Technovation 32 (2), 133-143, 2012 | 196 | 2012 |
A nice and friendly chat with a bot: User perceptions of AI-based service agents NV Wuenderlich, S Paluch | 149 | 2017 |
Contrasting risk perceptions of technology-based service innovations in inter-organizational settings S Paluch, NV Wünderlich Journal of business Research 69 (7), 2424-2431, 2016 | 115 | 2016 |
The great game of business: Advancing knowledge on gamification in business contexts NV Wünderlich, A Gustafsson, J Hamari, P Parvinen, A Haff Journal of Business Research 106, 273-276, 2020 | 109 | 2020 |
Spillover effects of service failures in coalition loyalty programs: the buffering effect of special treatment benefits JH Schumann, NV Wünderlich, H Evanschitzky Journal of retailing 90 (1), 111-118, 2014 | 104 | 2014 |
Perils of managing the service profit chain: The role of time lags and feedback loops H Evanschitzky, F Wangenheim, NV Wünderlich Journal of Retailing 88 (3), 356-366, 2012 | 88 | 2012 |
Understanding the customer experience with smart services L Gonçalves, L Patrício, J Grenha Teixeira, NV Wuenderlich Journal of Service Management 31 (4), 723-744, 2020 | 75 | 2020 |
Transforming into a platform provider: strategic options for industrial smart service providers D Beverungen, D Kundisch, N Wünderlich Journal of Service Management 32 (4), 507-532, 2021 | 74 | 2021 |
Reflections on context in service research C Voss, H Perks, R Sousa, L Witell, NV Wünderlich Journal of Service Management 27 (1), 30-36, 2016 | 70 | 2016 |
Acceptance of remote services: perception, adoption, and continued usage in organizational settings N Wünderlich Springer-Verlag, 2010 | 60 | 2010 |
Conducting service research that matters A Gustafsson, L Aksoy, MK Brady, JR McColl-Kennedy, NJ Sirianni, ... Journal of Services Marketing 29 (6/7), 425-429, 2015 | 54 | 2015 |
Open innovation: Actors, tools, and tensions KM Möslein | 48 | 2013 |
Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys NV Wünderlich, J Hogreve, IN Chowdhury, H Fleischer, S Mousavi, ... Journal of Business Research 116, 377-386, 2020 | 42 | 2020 |
Digital disruption in retailing and beyond H Evanschitzky, B Bartikowski, T Baines, M Blut, C Brock, K Kleinlercher, ... SMR-Journal of Service Management Research 4 (4), 187-204, 2020 | 27 | 2020 |