Brave new world: service robots in the frontline J Wirtz, PG Patterson, WH Kunz, T Gruber, VN Lu, S Paluch, A Martins Journal of Service Management 29 (5), 907-931, 2018 | 1783 | 2018 |
How to transform consumers into fans of your brand B Jahn, W Kunz Journal of Service Management 23 (3), 344-361, 2012 | 1129 | 2012 |
“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 | 851 | 2017 |
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps? VN Lu, J Wirtz, WH Kunz, S Paluch, T Gruber, A Martins, PG Patterson Journal of Service Theory and Practice 30 (3), 361-391, 2020 | 439 | 2020 |
Consumer trust in service companies: a multiple mediating analysis R Kantsperger, WH Kunz Journal of Service Theory and Practice 20 (1), 4-25, 2010 | 439 | 2010 |
How does perceived firm innovativeness affect the consumer? W Kunz, B Schmitt, A Meyer Journal of Business Research 64 (8), 816-822, 2011 | 410 | 2011 |
Customer engagement in a big data world W Kunz, L Aksoy, Y Bart, K Heinonen, S Kabadayi, FV Ordenes, M Sigala, ... Journal of Services Marketing 31 (2), 161-171, 2017 | 333 | 2017 |
Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media B Larivière, H Joosten, EC Malthouse, M Birgelen, P Aksoy, WH Kunz, ... Journal of Service Management 24 (3), 268-293, 2013 | 304 | 2013 |
Toward a deeper understanding of service marketing: the past, the present, and the future WH Kunz, J Hogreve International Journal of Research in Marketing 28 (3), 231-247, 2011 | 199 | 2011 |
Helping firms reduce complexity in multichannel online data: A new taxonomy-based approach for customer journeys E Anderl, JH Schumann, W Kunz Journal of Retailing 92 (2), 185-203, 2016 | 183 | 2016 |
Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications V Yoganathan, VS Osburg, WH Kunz, W Toporowski Tourism Management 85, 104309, 2021 | 157 | 2021 |
How mobile payment influences the overall store price image T Falk, WH Kunz, JJL Schepers, AJ Mrozek Journal of Business Research 69 (7), 2417-2423, 2016 | 150 | 2016 |
Adapting behavioral interventions for social media delivery S Pagoto, ME Waring, CN May, EY Ding, WH Kunz, R Hayes, JL Oleski Journal of medical Internet research 18 (1), e24, 2016 | 146 | 2016 |
Creators, multipliers, and lurkers: who contributes and who benefits at online review sites A Munzel, W H. Kunz Journal of Service Management 25 (1), 49-74, 2014 | 145 | 2014 |
Trust development in e‐services: A cohort analysis of millennials and baby boomers M Obal, W Kunz Journal of service management 24 (1), 45-63, 2013 | 134 | 2013 |
Service robots, agency and embarrassing service encounters V Pitardi, J Wirtz, S Paluch, WH Kunz Journal of service management 33 (2), 389-414, 2022 | 133 | 2022 |
Managing overall service quality in customer care centers: Empirical findings of a multi‐perspective approach R Kantsperger, WH Kunz Journal of Service Management 16 (2), 135-151, 2005 | 115 | 2005 |
Corporate digital responsibility in service firms and their ecosystems J Wirtz, WH Kunz, N Hartley, J Tarbit Journal of Service Research 26 (2), 173-190, 2023 | 104* | 2023 |
Future Service Technologies–Is Service Research on Track with Business Reality? WH Kunz, K Heinonen, JGAM Lemmink Journal of Services Marketing 33, 2019 | 92 | 2019 |
Relationship between Online Retailers’ Reputation and Product Returns G Walsh, AK Albrecht, W Kunz, CF Hofacker British Journal of Management 27 (1), 3-20, 2016 | 89 | 2016 |