Publications

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