Publications

2024

Weisner, Robin; Backs, Sabrina; Bilstein, Nicola
Delivering Transformative Value in a Sustainable Way : The Challenges of Being a Social Entrepr ...
Sustainable Service Management. Band 2. Strategien und Umsetzung der Nachhaltigkeit
Wiesbaden : Springer Gabler, 2024. - page 399-420 . - (Forum Dienstleistungsmanagement)
doi:10.1007/978-3-658-45146-2_14 ...

Bilstein, Nicola; Henkel, Alexander P. P.; Heinonen, Kristina
Editorial: Research Horizons of Smart Service Technologies
in Journal of Service Theory and Practice volume 34 (2024) issue 2. - page 157-162
doi: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 Concer ...
in Journal of Business Research volume 172 (2024)
doi:10.1016/j.jbusres.2023.114396 ...

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 volume 14 (2024)
doi:10.1007/s13194-024-00602-8 ...

2023

Heimann, Kira Marie; Bilstein, Nicola; Haurand, Michelle Désirée
Smart Transformative Services to Defuse Crises? The Meaning of Trust for the Usage of Digital C ...
in Marketing : ZFP volume 45 (2023) issue 1. - page 48-65
doi:10.15358/0344-1369-2023-1-48 ...

2022

Souka, Mohamed; Bilstein, Nicola; Decker, Reinhold; Er, Baran; Hellwig, Jonas
Augmented Reality to Ameliorate Customer Participation? : An Experimental Study on How the Inst ...
Proceedings of the 29th Recent Advances in Retailing and Consumer Science (RARCS) Conference
Baveno , 2022

Bilstein, Nicola; Verlegh, Peeter W. J.; Klostermann, Jan; Akpinar, Ezgi
Better Together : Involving Consumers in the Ideation, Creation and Dissemination of Transforma ...
in Journal of Service Management volume 33 (2022) issue 4/5. - page 520-530
doi: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 volume 68 (2022) issue 2. - page 38-45

Bilstein, Nicola; Heimann, Kira; Schauerte, Dirk
May I Come In and Drop Off Your Parcel? : An Innovation Resistance Theory Perspective on the In ...
Smart Services. Band 3. Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive
Wiesbaden : Springer Gabler, 2022. - page 239-263 . - (Forum Dienstleistungsmanagement)
doi:10.1007/978-3-658-37384-9_9 ...

2021

Souka, Mohamed; Bilstein, Nicola; Decker, Reinhold
Communicating Benefits and Threats? : An Experimental Study on the Effectiveness of Two-Sided M ...
Proceedings of the 50th European Marketing Academy (EMAC) Conference
Madrid, Spanien , 2021

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-Par ...
in Journal of Service Management volume 32 (2021) issue 4. - page 533-559
doi:10.1108/JOSM-04-2020-0099 ...

Bischoff, P.; Hogreve, Jens; Bilstein, Nicola; Verleye, Katrien
Shedding More Light on Customer Value : A Meta-Analysis
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Schleef, Melina; Bilstein, Nicola; Schrader, P.; Stummer, Christian
Smart, Smarter, Dumb : Legal Obligation versus Voluntary Commitment to Provide Service Updates ...
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Heimann, Kira; Bilstein, Nicola
When Friends Are Watching You : The Effects of Customer Participation in Service Recovery durin ...
2021
2021 Frontiers in Service Conference, Philadelphia, USA, online

Heimann, Kira; Bilstein, Nicola
When Social Influence Leads to Trust : Investigating Determinants of Usage Intentions of COVID- ...
Proceedings of the 50th European Marketing Academy (EMAC) Conference
Madrid, Spanien , 2021

2020

Schleef, Melina; Bilstein, Nicola; Stummer, Christian
"Shh! ... I Got Help to Become Smart" : Should Incumbent Firms Disclose Their Cooperation with ...
Proceedings of the 41st International Conference on Information Systems (ICIS 2020)
Hyderabad, India , 2020
https://aisel.aisnet.org/icis2020/digital_innovati ...

Bilstein, Nicola; Stummer, Christian
Special Section: Multidisciplinary Perspectives on Challenges in Managing Smart Products and Se ...
in Schmalenbach Business Review volume 72 (2020) issue 4. - page 479-483
doi:10.1007/s41464-020-00104-z ...

2019

Bilstein, Nicola; Hogreve, Jens
Initiate it : Proactivity as a Means to Overcome Unwanted Effects of Customer Participation 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 volume 3 (2019) issue 2. - page 54-65
doi: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 volume 22 (2019) issue 4. - page 421-439
doi:10.1177/1094670519851871 ...

2018

Bilstein, Nicola; Hogreve, Jens
Customer's Willingness-to-Coproduce in Proactive Service Recoveries : A Recovery-Initiation/Cop ...
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 Impa ...
in Journal of Service Management Research volume 2 (2018) issue 3. - page 17-29
doi:10.15358/2511-8676-2018-3-17 ...

2017

Gäthke, Jana; Bilstein, Nicola
How to Acquire New Customers When Online Retailers Are Forced to Non-Disclose Information? : Th ...
Proceedings of the 46th European Marketing Academy (EMAC) Conference
Groningen, Niederlande , 2017. - page 49

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 volume 45 (2017) issue 6. - page 866-883
doi:10.1007/s11747-017-0544-7 ...

2016

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

Bilstein, Nicola
The Meaning of Situational Factors for Customer Participation in Service Recovery : A Qualitati ...
Conference Proceedings : SERVSIG Conference 2016, Maastricht
Maastricht , 2016. - page 884-885

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

Bilstein, Nicola; Fylek, Lisa
The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Servic ...
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 ...
What Happens in Marketing, Stays Digital : Rethinking Marketing in the Era of Unlimited Data : Winter Marketing Academic Conference 2016
Chicago , 2016. - page 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 Relationsh ...
Conference Proceedings : SERVSIG Conference 2016, Maastricht
Maastricht , 2016. - page 301-304

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Thank You for Your Helping Hand! : Ways to Avoid Negative Consequences of Customer Participatio ...
in Advances in Consumer Research volume 44 (2016) . - page 65-69

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

2015

Bilstein, Nicola; Hogreve, Jens; Mandl, Leonhard; Russer, Franziska
Because I'm Worth it : How Customer Status and Timeliness Affect Compensation Expectations in S ...
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 lerne ...
2015
Interdisziplinärer Workshop zur privaten Altersvorsorge, Universität Gießen, Gießen

Bilstein, Nicola; Hogreve, Jens; Bartilla, Katrin
Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung
Interaktive Wertschöpfung durch Dienstleistungen : strategische Ausrichtung von Kundeninteraktionen, Geschäftsmodellen und sozialen Netzwerken
Wiesbaden : Springer Gabler, 2015. - page 287-308 . - (Forum Dienstleistungsmanagement)
doi: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
24th Annual Frontiers in Service Conference, San Jose, Kalifornien, USA

Hogreve, Jens; Bilstein, Nicola; Albrecht, Kathrin
Service Recovery on Stage : The Effects of Social Media Recovery on Virtually Present Others
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?
Marketing in a Global, Digital and Connected World : AMA Winter Marketing Educators' Conference 2015
Chicago , 2015. - page H44-H45 . - (AMA Educators Proceedings; 26)

2014

Bilstein, Nicola; Hogreve, Jens; Sichtmann, Christina; Fahr, René
Paying For a Higher Workload? : The Relation Between Customer's Co-Production and Willingness t ...
in Customer & Service Systems volume 1 (2014) issue 1. - page 49-53
doi:10.5445/KSP/1000038784/06 ...

2013

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Can I Get a Helping Hand? Maybe Not : Understanding Co-Production in Service Recovery Processes
Lost in Translation : Marketing in an Interconnected world : 42nd EMAC Conference proceedings
Istanbul , 2013. - page 166

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

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

2012

Bilstein, Nicola; Matta, Shashi M.; Hogreve, Jens
Can I Get a Helping Hand? Maybe Not : Understanding Co-Production in Service Recovery Processes
Proceedings of the 21st Annual Frontiers in Service Conference
College Park, Maryland, USA , 2012. - page 23

Bilstein, Nicola; Fahr, René; Hogreve, Jens; Sichtmann, Christina
Paying for a Higher Workload? : An Experimental Investigation of the Relationship Between Custo ...
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
Innovative service perspectives : Proceedings from the AMA SERVSIG International Service Research Conference
Helsinki : Hanken School of Economics, 2012. - page 92

2011

Bilstein, Nicola
Co-Production in the Service Production and Delivery Process : Conceptualization and Future Res ...
Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse
Wiesbaden : Gabler, 2011. - page 97-119
doi:10.1007/978-3-8349-6592-9_5 ...

Sichtmann, Christina; Möller, Sabine; Hogreve, Jens; Bilstein, Nicola
Kundenintegration 2.0 : Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasie ...
in Journal of Business Economics = Zeitschrift für Betriebswirtschaft volume 81 (2011) issue S5. - page 21-45
doi:10.1007/s11573-011-0487-2 ...

Bilstein, Nicola; Fahr, René; Hogreve, Jens; Sichtmann, Christina
Paying for a Higher Workload? : An Experimental Investigation of the Relationship between Custo ...
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
Marketing Theory and Applications : AMA Winter Marketing Educators' Conference 2011
Chicago , 2011. - page 263-264 . - (AMA Educators Proceedings; 22)

2010

Hogreve, Jens; Laugwitz, Nicola; Fahr, René; Sichtmann, Christina
Degrees of Co-Production and Willingness-to-Pay : An Experimental Investigation
New Directions – New Insights : Conference Proceedings
Wien , 2010. - page 77-78

Laugwitz, Nicola; Hogreve, Jens; Sichtmann, Christina; Möller, Sabine
Turning Lurkers into Contributors : What Drives Co-Production Performance in Online Communities ...
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
Proceedings of the American Marketing Association SERVSIG Service Research Conference 2010
Porto, Portugal , 2010