Veröffentlichungen "Bilstein, Nicola"

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-party roles and their implications.
In: Journal of service management. 32 (2021) 4. - S. 533-559.
ISSN 1757-5818 ; 1757-5826 ; 1758-6704
10.1108/JOSM-04-2020-0099
(Peer-Review-Journal)

Benoit (née Moeller), Sabine ; Hogreve, Jens ; Sichtmann, Christina ; Bilstein, Nicola:
Professionalism Kills the Trading Star : Explaining Member Participation in Trading Communities.
In: Journal of service management research : SMR. 3 (2019) 2. - S. 54-65.
ISSN 2511-8676
10.15358/2511-8676-2019-2-54
(Peer-Review-Journal)

Hogreve, Jens ; Bilstein, Nicola ; Mandl, Leonhard:
Service Recovery on Stage : Effects of Social Media Recovery on Virtually Present Others.
In: Journal of service research : JSR. 22 (2019) 4. - S. 421-439.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670519851871
(Peer-Review-Journal)

Bilstein, Nicola:
The moderating effect of customers’ willingness to participate in service recovery and its impacting factors - An empirical analysis.
In: Journal of service management research : SMR. 2 (2018) 3. - S. 17-29.
ISSN 2511-8676
10.15358/2511-8676-2018-3-17
(Peer-Review-Journal)

Gäthke, Jana ; Bilstein, Nicola:
How to Acquire New Customers : When Online Retailers Are Forced to Non-Disclose Information? The Role of Curiosity.
2017
Veranstaltung: EMAC 46th Annual Conference 2017.
(Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Präsentation)

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. 45 (2017). - S. 866-883.
ISSN 0092-0703
10.1007/s11747-017-0544-7
(Peer-Review-Journal)

Gäthke, Jana ; Bilstein, Nicola ; Weißberger, Julia:
Too exclusive?! The negative effects of exclusivity as a service strategy.
2016
Veranstaltung: 25th Annual Frontiers in Services Conference 2016, Bergen, Norway.
(Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Präsentation)

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
Thank You For Your Helping Hand! : Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure.
In: Advances in customer research. 44 (2016). - S. 65-69.
ISSN 0098-9258

Benoit (née Moeller), Sabine ; Bilstein, Nicola ; Hogreve, Jens ; Sichtmann, Christina:
Explaining Social Exchanges in Information-Based Online Communities (IBOCs).
In: Journal of service management. (2016).
ISSN 1757-5818
(Peer-Review-Journal)

Bilstein, Nicola:
The Meaning of Situational Factors for Customer Participation in Service Recovery – A Qualitative Analysis.
In: Conference Proceedings SERVSIG Conference 2016. - Maastricht, 2016
ISBN 978-90-825680-0-4
(Begutachteter Beitrag / peer-reviewed paper)

Hogreve, Jens ; Mandl, Leonhard ; Bilstein, Nicola:
The Role of Time in Service Recovery – How the Time to Recover a Service Failure and Relationship Strength Affect Customers’ Compensation Expectations.
In: Conference Proceedings SERVSIG Conference 2016. - Maastricht, 2016
ISBN 978-90-825680-0-4
(Begutachteter Beitrag / peer-reviewed paper)

Benoit (née Moeller), Sabine ; Hogreve, Jens ; Sichtmann, Christina ; Bilstein, Nicola:
Member Participation in Commerce-Based Online Communities.
In: Proceedings of 2016 AMA Winter Marketing Educators’ Conference February 26-28, 2016, Las Vegas, Nevada, USA. - s.I., 2016
(Begutachteter Beitrag / peer-reviewed paper)

Hogreve, Jens ; Mandl, Leonhard ; Bilstein, Nicola:
New versus Steady Customers - Relationship Length as Moderator of the Relation Between Response Time and Customers’ Compensation Expectations.
In: Proceedings of 2016 AMA Winter Marketing Educators’ Conference, February 26-28, 2016, Las Vegas, Nevada, USA. - s.I., 2016
(Begutachteter Beitrag / peer-reviewed paper)

Bilstein, Nicola ; Fylek, Lisa:
The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Service Recovery Processes.
In: Proceedings of the 25th Annual Frontiers in Service Conference, June 23-26, 2016, Bergen, Norway. - Bergen, 2016
(Begutachteter Beitrag / peer-reviewed paper)

Gäthke, Jana ; Bilstein, Nicola ; Weißberger, Julia:
Too exclusive?! The negative effects of exclusivity as a service strategy.
In: Proceedings of the 25th Annual Frontiers in Service Conference, June 23-26, 2016, Bergen, Norway. - Bergen, 2016
(Begutachteter Beitrag / peer-reviewed paper)

Hogreve, Jens ; Bilstein, Nicola ; Mandl, Leonhard:
Because I'm worth it : how customer status and timeliness affect compensation expectations in service recovery.
2015
Veranstaltung: 24th Annual Frontiers in Service Conference, 09.-12.07.2015, San José, USA.
(Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)

Hogreve, Jens ; Albrecht, Kathrin ; Bilstein, Nicola:
Service Recovery on Stage - The Effects of Social Media Recovery on Virtually Present Others.
2015
Veranstaltung: 24th Annual Frontiers in Service Conference, 09.-12.07.2015, San José, USA.
(Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Präsentation)

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
Unintended Effects of Customer Participation in Recovery : Can Choice Availability be a Remedy?
In: Brown, Tom ; Swaminathan, Vanitha (Hrsg.) : Marketing in a global, digital and connected world : 2015 AMA Winter Educators' Conference, San Antonio, Texas, February 13 - 15 2015. - Chicago : Curran Associates, Inc., 2015. - (AMA Educators Proceedings ; 26)
ISBN 978-1-5108-0450-0
(Begutachteter Beitrag / peer-reviewed paper)

Bilstein, Nicola ; Hogreve, Jens ; Bartilla, Katrin:
Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung.
In: Bruhn, Manfred ; Hadwich, Karsten (Hrsg.): Interaktive Wertschöpfung durch Dienstleistungen ; Forum Dienstleistungsmanagement. - Wiesbaden : Springer, 2015. - S. 287-308
ISBN 978-3-658-08517-9 ; 3-658-08517-7

Bilstein, Nicola ; Hogreve, Jens ; Sichtmann, Christina ; Fahr, René:
Paying for a Higher Workload? : The Relation between Customer’s Co-Production and Willingness to Pay.
In: Customer & service systems. 1 (2014) 1. - S. 49-53.
ISSN 2198-8005
(Peer-Review-Journal)

Hogreve, Jens ; Bilstein, Nicola:
Do Seniors Accept Technology-Based Service Innovations? A Qualitative Approach.
In: Kandampully, Jay (Hrsg.): Service Management in Health and Wellness Services. - Dubuque, 2013. - S. 275-288
ISBN 978-1-4652-0823-1

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes.
In: Proceedings of the 42nd European Marketing Academy (EMAC) Conference. - Istanbul, Turkey, 2013
(Begutachteter Beitrag / peer-reviewed paper)

Bilstein, Nicola ; Hogreve, Jens:
Zur Akzeptanz technischer Leistungen durch Senioren – eine empirische Analyse.
In: Schmitz, Gertrud (Hrsg.): Theorie und Praxis des Dienstleistungsmarketing : aktuelle Konzepte und Entwicklungen. - Wiesbaden : Springer, 2013. - S. 75-95. - (Fokus Dienstleistungsmarketing)
ISBN 978-3-8349-3155-9 ; 978-3-8349-6869-2

Bilstein, Nicola:
Rethinking co-production in service : conceptual and empirical investigations of the antecedents and outcomes of mandatory and optional co-production [cumulative dissertation].
s.l., 2012
(Dissertation, 2012, Katholische Universität Eichstätt-Ingolstadt)

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
Understanding Co-Production in Service Recovery Processes.
In: Mickelsson, Jacob ; Helkkula, Anu (Hrsg.): Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9 2012. - Helsinki : Hanken School of Economics, 2012
ISBN 978-952-232-170-1

Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes.
In: Proceedings of the 21st Annual Frontiers in Service Conference, June 14 - 17, 2012. - College Park, MD, USA, 2012

Bilstein, Nicola ; Fahr, René ; Hogreve, Jens ; Sichtmann, Christina:
Paying for a Higher Workload? An Experimental Investigation of the Relationship Between Customer’s Co-Production and Willingness-to-Pay.
In: Proceedings of the 41st European Marketing Academy (EMAC) Conference, Lisbon, Portugal, May 22 - 25, 2012. - Lissabon, 2012

Hogreve, Jens ; Bilstein, Nicola:
Was wollen Senioren? : Analyse von Bedürfnissen und Akzeptanzfaktoren.
In: Zangemeister, Christof (Hrsg.): Mit intelligenter Technik zu neuen Dienstleistungen für Senioren (MIDIS) : Leitfaden und Instrumente zur kooperativen Entwicklung von mikrosystemtechnisch basierten Dienstleistungen. - Winnemark : BoD - Books on Demand, 2012. - S. 37-74
ISBN 978-3-8482-0616-2

Sichtmann, Christina ; Möller, Sabine ; Hogreve, Jens ; Bilstein, Nicola:
Kundenintegration 2.0 - Welche Faktoren beeinflussen die Kundenintegration in transaktionsbasierten Online Communities?
In: Zeitschrift für Betriebswirtschaft. 81 (2011) 5. - S. 21-45.
ISSN 0044-2372
(Peer-Review-Journal)

Hogreve, Jens ; Bilstein, Nicola ; Möller, Sabine ; Sichtmann, Christina:
Turning Lurkers into Value Creators – An Investigation of Transaction-Based Online Communities.
In: 2011 AMA Winter Marketing Educators' Conference : Marketing theory and applications ; Proceedings. - Chicago, Ill. : American Marketing Association, 2011
ISBN 0-87757-344-1

Hogreve, Jens ; Bilstein, Nicola ; Langnickel, Diane:
Alter schützt vor Technik nicht? Zur Akzeptanz technologischer Dienstleistungsinnovationen von Senioren.
In: Bieber, Daniel ; Schwarz, Kathleen (Hrsg.): Mit AAL-Dienstleistungen altern : Nutzerbedarfsanalysen im Kontext des Ambient Assisted Living. - Saarbrücken : iso-Verlag, 2011. - S. 32-50. - (Beiträge aus dem BMBF-Förderschwerpunkt : Technologie und Dienstleistungen im demografischen Wandel)
ISBN 978-3-935084-30-7

Bilstein, Nicola:
Co-Production in the Service Production and Delivery Process – Conceptualization and Future Research Fields.
In: Fließ, Sabine (Hrsg.): Beiträge zur Dienstleistungsmarketing-Forschung : aktuelle Forschungsfragen und Forschungsergebnisse. - Wiesbaden : Gabler, 2011. - S. 97-119
ISBN 978-3-8349-2748-4

Bilstein, Nicola ; Fahr, René ; Hogreve, Jens ; Sichtmann, Christina:
Paying for a Higher Workload? An Experimental Investigation of the Relationship between Customer Co-Production and Willingness-to-Pay.
In: Proceedings of the 20th Annual Frontiers in Service Conference, June 30 - July 3, 2011. - Columbus, OH, USA, 2011