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Nancy V. Wünderlich
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“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
8512017
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
5802021
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
4482013
“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
4392015
The value of self-service
A Scherer, NV Wünderlich, F Von Wangenheim
MIS quarterly 39 (1), 177-200, 2015
3492015
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
2152015
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
1982012
A nice and friendly chat with a bot: User perceptions of AI-based service agents
NV Wuenderlich, S Paluch
1482017
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
1142016
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
1082020
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
1042014
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
892012
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
742020
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
712021
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
702016
Acceptance of remote services: perception, adoption, and continued usage in organizational settings
N Wünderlich
Springer-Verlag, 2010
602010
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
542015
Open innovation: Actors, tools, and tensions
KM Möslein
482013
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
382020
Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts
FV Wangenheim, NV Wünderlich, JH Schumann
Journal of Business Research 79, 181-188, 2017
272017
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