Digitale Märkte

Publikationen

BEGUTACHTETE ZEITSCHRIFTEN- UND KONFERENZBEITRÄGE

  1. Breidbach Christoph E., Amol M. Joshi, Paul P. Maglio, Frederik v. Briel, Alex Twigg, Graham Dickens, Nancy V. Wünderlich (2022): How Everything-as-a-Service Enabled Judo to Become a Billion-Dollar Bank Without Owning IT. MIS Quarterly Executive, forthcoming.
  2. Eggert, Curd-Georg, Corinna Winkler, Anne Volkmann, Jan H. Schumann & Nancy V. Wünderlich (2022): Understanding Intra- and Interorganizational Paradoxes Inhibiting Data Access in Digital Servitization. Industrial Marketing Management, 105(6), 404-421.
  3. Wünderlich, Robin, Nancy V. Wünderlich & Florian v. Wangenheim (2022): A Seasonal Model with Dropout to Improve Forecasts of Purchase Levels. Journal of Interactive Marketing, 57(2), 212-236.
  4. Blut, Markus, Cheng Wang, Nancy V. Wünderlich & Christian Brock (2021): Understanding Anthropomorphism in Service Provision: A Meta-Analysis of Physical Robots, Chatbots, and Other AI. Journal of the Academy of Marketing Science, 49, 632-658.
  5. Beverungen, Daniel, Dennis Kundisch & Nancy V. Wünderlich (2021):Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers. Journal of Service Management, 32(4), 507-532.
  6. Wünderlich, Nancy V., Jill Mosteller, Michael B. Beverland, Hilary Downey, Karen Kraus, Meng-Hsien (Jenny) Lin & Henna Syrjälä (2021): Animals in Our Lives: An Interactive Well-Being Perspective. Journal of Macromarketing, 41(4), 646-662.
  7. Gonçalves, Luisa, Lia Patrício, Jorge Grenha Teixeira & Nancy V. Wünderlich (2020): Understanding the Customer Experience with Smart Services. Journal of Service Management, 31(4), 723-744.
  8. Wünderlich, Nancy V., Jens Hogreve, Ilma Nur Chowdhury, Hannes Fleischer, Sahar Mousavi, Julia Rötzmeier-Keuper & Rui Sousa (2020): Overcoming Vulnerability: Channel Design Strategies to Alleviate Vulnerability Perceptions in Customer Journeys. Journal of Business Research, 116, 377-386.
  9. Wünderlich, Nancy V., Anders Gustafsson, Juho Hamari, Petri Parvinen & André Haff (2020): The Great Game of Business: Advancing Knowledge on Gamification in Business Contexts. Journal of Business Research, 106, 273-276.
  10. Evanschitzky, Heiner, Boris Bartikowski, Tim Baines, Markus Blut, Christian Brock, Kristina Kleinlercher, Parikshit Naik, Olivia Petit, Thomas Rudolph, Charles Spence, Carlos Velasco & Nancy V. Wünderlich (2020): Digital Disruption in Retailing and Beyond. Journal of Service Management Research, 4, 187-204.
  11. Wünderlich, Nancy V., Anja Iseke & Hürrem Becker-Özcamlica (2020): Branded Employee Behaviour as a Double-Edged Sword: How Perceptions of Service Employees Impact Job Seekers’ Application Intentions. Journal of Service Management Research, 4, 205-215.
  12. Wünderlich, Nancy V. & Jens Hogreve (2019): Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction. Journal of Service Management Research, 3(1), 3-11.
  13. Blut, Markus, Nancy V. Wünderlich & Christian Brock (2018): Innovative Technologies in the Branded Service Encounter: How Social Robot Characteristics Affect Brand Trust and Experience. Proceedings of the 39th International Conference on Information Systems (ICIS 2018), San Francisco/USA, December 2018.  Best Short Paper Award 2018
  14. Schlangenotto, Darius, Dennis Kundisch & Nancy V. Wünderlich (2018): Is Paid Search Overrated? When Bricks-and-Mortar-Only Retailers Should Not Use Paid Search. Electronic Markets, 28(4), 407-421.
  15. Wünderlich, Nancy V. & Stefanie Paluch (2017): A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents. Proceedings of the 38th International Conference on Information Systems (ICIS 2017), Seoul/South Korea, December 2017.  Best Short Paper Award 2017
  16. Rötzmeier-Keuper, Julia, Jennifer Hendricks, Nancy V. Wünderlich & Gertrud Schmitz (2018): Triadic Relationships in the Context of Services for Animal Companions. Journal of Business Research, 85, 295-303.
  17. v. Wangenheim, Nancy V. Wünderlich & Jan H. Schumann (2017): Renew or Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts. Journal of Business Research, 79, 181-188.
  18. Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy Wünderlich & Arne De Keyser (2017): "Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers. Journal of Business Research, 79, 238-246.
  19. Paluch, Stefanie & Nancy V. Wünderlich (2016): Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. Journal of Business Research, 69, 2424-2431.
  20. Voss, Chris, Helen Perks, Rui Sousa, Lars Wittell & Nancy V. Wünderlich (2016): Reflections on Context in Service Research. Journal of Service Management, 27(1), 30-36.
  21. Scherer, Anne, Nancy V. Wünderlich & Florian von Wangenheim (2015): The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS Quarterly, 39(1), 177-200.  CIO CITY Best European Research Paper of the Year 2015 (Finalist)
  22. Wünderlich, Nancy V., Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss & Jos Lemmink (2015): “Futurizing” Smart Service: Implications for Service Researchers and Managers. Journal of Services Marketing, 29(6/7), 442-447.
  23. Breugelmans, Els; Tammo H. A. Bijmolt, Jie Zhang, Leonardo J. Basso, Matilda Dorotic, Praveen Kopalle, Alec Minnema, Jan Willem Mijnlieff & Nancy V. Wünderlich (2015): Advancing Research on Loyalty Programs: A Future Research Agenda. Marketing Letters, 26(2), 127-139.
  24. Gustafsson, Anders, Lerzan Aksoy, Michael K. Brady, Janet R. McColl-Kennedy, Lars Wittel & Nancy V. Wünderlich (2015): Conducting Service Research that Matters. Journal of Services Marketing, 29(6/7), 425-429.
  25. Schumann, Jan H., Nancy V. Wünderlich & Heiner Evanschitzky (2014): Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits. Journal of Retailing, 90(1), 111-118.
  26. Wünderlich, Nancy V., Florian v. Wangenheim & Mary Jo Bitner (2013): High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. Journal of Service Research, 16(1), 3-20.  Marketing Science Institute Must Read 2013, JSR Best Paper Award 2013 (Finalist), SERVSIG Best Services Article Award –Highly Commended Paper 2013
  27. Schumann, Jan H., Nancy V. Wünderlich & Florian v. Wangenheim (2012): Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics. Technovation, 32(2), 133-143.
  28. Evanschitzky, Heiner, Florian v. Wangenheim & Nancy V. Wünderlich (2012): Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. Journal of Retailing, 88(3), 356-366.
  29. Schumann, Jan H., Nancy V. Wünderlich & Marcus Zimmer (2012): Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments. Schmalenbach Business Review, 64(April), 141-165.
  30. Wünderlich, Nancy V., Jan H. Schumann, Florian v. Wangenheim & Hartmut H. Holzmüller (2011): Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben. Zeitschrift für Betriebswirtschaft, 81(9), 977-1001.

 

KONFERENZBEITRÄGE

  1. Rötzmeier-Keuper, Julia & Nancy V. Wünderlich (2022). Care Consumers in Pursuit of Meaning: Consumption Practices and Tensions in Institutional Care. Proceedings of the 2022 Consumer Culture Theory Conference, Corvallis/USA, July 2022.
  2. Rötzmeier-Keuper, Julia & Wünderlich, Nancy V. (2022): Exploring Employee Vulnerability in Digital Work Environments. Proceedings of the AMA SERVSIG International Service Research Conference, Glasgow/UK, June 2022.
  3. Rötzmeier-Keuper, Julia & Nancy V. Wünderlich (2022). Care Consumers in Pursuit of Meaning: Consumption Practices, Market Relationships, and Tensions in Institutional Care Regimes. Proceedings of the 2022 AMA Winter Marketing Educators' Conference, virtual Conference, February 2022.
  4. Purrmann, Maren, Nancy V. Wünderlich & Anja Iseke (2022): Managing Service Providers on Digital Platforms: Exchange Relationships and Service Performance. Proceedings of the 2022 AMA Winter Marketing Educators' Conference, virtual Conference, February 2022.
  5. Buchholz, Anna & Nancy V. Wünderlich (2021): Consumers’ Cause-Related Donation Portfolios: Exploring How We Decide Whom and How Many We Support. Proceedings of the 2021 EMAC Annual Conference, virtual conference, May 2021.
  6. Haff, André & Nancy V. Wünderlich (2019): Putting the Human Touch Back in Self-Service: Exploring Customer Perceptions of Augmented Self-Services at Physical Touchpoints. Proceedings of the 2019 Frontiers in Service Conference, Singapore, July 2019.
  7. Purrmann, Maren & Nancy V. Wünderlich (2019): Value Co-Creation Patterns in Multi-Actor Service Interactions: A Framework for Collaborative Consumption Platforms. Proceedings of the 2019 Frontiers in Service Conference, Singapore, July 2019.
  8. Purrmann, Maren & Nancy V. Wünderlich (2020): How to Build Trust on Peer-to-Peer Platforms: An Investigation of the Antecedents of Peer and Platform Trust. Proceedings of the 2020 AMA Winter Marketing Educators' Conference, San Diego/USA, February 2017.
  9. Gonçalves, Luisa, Lia Patrício, Jorge Teixeira & Nancy V. Wünderlich (2019): Understanding Customer Experience of Smart Service. Proceedings of the 16th International Research Symposium on Service Excellence in Management (QUIS 16), Karlstad/Sweden, June 2019
  10. Purrmann, Maren & Nancy V. Wünderlich (2018): Managing Collaborative Consumption Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers and Peer Providers. Proceedings of the 2018 Frontiers in Service Conference, Austin/USA, September 2018.
  11. Teßmer, Isabel, Marcus Olsson, Anders Gustafsson & Nancy V. Wünderlich (2017): How to Design Successful Gamification in Retail: The Benefits and Pitfalls of Affordances. Proceedings of the 2017 Frontiers in Service Conference, New York City/USA, June 2017.
  12. Rötzmeier-Keuper, Julia & Nancy V. Wünderlich (2017): How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study. Proceedings of the 2017 Frontiers in Service Conference, New York City/USA, June 2017.
  13. Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy Wünderlich & Arne De Keyser (2017): "Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers. Proceedings of QUIS 2017, Porto/Portugal, June 2017.
  14. Becker-Özcamlica, Hürrem, Isabel Teßmer & Nancy V. Wünderlich (2017): Do Companies Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations. Proceedings of the 2017 AMA Winter Marketing Educators' Conference, Orlando/USA, February 2017.
  15. Wünderlich, Nancy V. & Stefanie Paluch (2016): Authenticity in Technology-Mediated Consumer-Firm Interactions. Proceedings of the 2016 Global Marketing Conference, Hong Kong/China, July 2016.
  16. Wünderlich, Nancy V. & Stefanie Paluch (2016): The Role of Authenticity in Technology-Mediated Service Encounters. Proceedings of the 2016 Frontiers in Service Conference, Bergen/Norway, June 2016.
  17. Alexander, Matthew, Heiner Evanschitzky & Nancy V. Wünderlich (2016): An Exploratory Study on the Nature of Co-Creation Intensity. Proceedings of the AMA SERVSIG International Service Research Conference, Maastricht/Netherlands, June 2016.
  18. Özcamlica, Hürrem, Nancy V. Wünderlich & Isabel Teßmer (2015): The Impact of Employee Behavior on Employer Attractiveness and Application Intention. Proceedings of the 75th Annual Meeting of the Academy of Management (AOM), Vancouver/Canada, August 2015.
  19. Kellner, Laura, Nancy V. Wünderlich & Nancy J. Sirianni (2015): Technology as an Actor in the Service Theater – Impact of Different Information and Communication Technology (ICT) Roles on Customer Behavior in Service Processes. Proceedings of the 2015 Frontiers in Service Conference, San Jose/USA, July 2015.
  20. Kellner, Laura, Julia Rötzmeier-Keuper & Nancy V. Wünderlich (2015): When and Why Do Negative Feelings About Consumption Have an Impact on Consumption Behavior? Proceedings of the 2015 Consumer Culture Theory Conference, Fayetteville/USA, June 2015.
  21. Özcamlica, Hürrem & Nancy V. Wünderlich (2015): Word and Deed of Sustainable Brands. Proceedings of the 2015 EMAC Annual Conference, Leuven/Belgium, May 2015.
  22. Kindler, Markus & Nancy V. Wünderlich (2015): Coupon Promotions in Coalition Loyalty Programs. Proceedings of the 2015 EMAC Annual Conference, Leuven/Belgium, May 2015.
  23. Kindler, Markus & Nancy V. Wünderlich (2015): The Impact of Coupons in Coalition Loyalty Programs: Promotion and Waste Effects. Proceedings of the 2015 AMA Winter Marketing Educators' Conference, San Antonio/USA, February 2015.
  24. Rötzmeier-Keuper, Julia & Nancy V. Wünderlich (2014): Customer Collectives in Healthcare. In: Bradshaw, Alan, M. Laamanen & A. Reppel: Abstracts from the 2014 Macromarketing Conference, London/UK, July 2014.
  25. Paluch, Stefanie & Nancy V. Wünderlich (2014): What Are You Afraid of? Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. Proceedings of the 2014 Global Marketing Conference, Singapore, August 2014.
  26. Kellner, Laura, Nancy V. Wünderlich & Nancy J. Sirianni (2014): It all Adds up to One Technology Personality - Analyzing the Fit between Brand Personality and Application of Information Technology for Service Brands. Proceedings of the 2014 Frontiers in Service Conference, Miami/USA, June 2014.
  27. Özcamlica, Hürrem & Nancy V. Wünderlich (2014): The Impact of (Non)-Brand-Consistent Employee Behavior of a Service Provider. Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki/Greece, June 2014.         
  28. Rötzmeier-Keuper, Julia & Nancy V. Wünderlich (2014): Interdependent Relationships Between and Among Service Providers and Customer Collectives. Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki/Greece, June 2014.
  29. Kellner, Laura, Nancy V. Wünderlich & Nancy J. Sirianni (2014): Matching Brand Personalities with Service Technology Decisions. Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki/Greece, June 2014.
  30. Wünderlich, Nancy V. & Stefanie Paluch (2013): Risk Perception of Technology-Based Service Usage in Inter-Organizational Settings. Proceedings of the 2013 AMA Summer Marketing Educators' Conference, Boston/USA, August 2013.
  31. Wünderlich, Nancy V. & Jens Hogreve (2013): Configuring Satisfying Complex Service Encounters: A Fuzzy-Set Qualitative Comparative Analysis of Airline Satisfaction Configurations. Proceedings of the 2013 AMA Winter Marketing Educators' Conference, Las Vegas/USA, February 2013.
  32. Wünderlich, Nancy V. & Jens Hogreve (2012), Configuring Service Satisfaction: A Fuzzy-Set Comparative Analysis. Proceedings of the AMA SERVSIG International Service Research Conference, Helsinki/Finland, June 2012.
  33. Wünderlich, Robin, Florian v. Wangenheim & Nancy V. Wünderlich (2012): A Managerial Perspective on Predicting Customer Behavior. Proceedings of 2012 ISMS Marketing Science Conference, Boston/USA, June 2012.
  34. Paluch, Stefanie & Nancy V. Wünderlich (2012): Risk Perception in Remote Service Encounters. Proceedings of the 2012 AMS Annual Conference, New Orleans/USA, May 2012.
  35. Sirianni, Nancy J., Nancy V. Wünderlich & Haluk Demirkan (2012): Branding the Intangible: Integrating Brand Symbols in Technology-Mediated Service Encounters. Proceedings of the 21st Annual Frontiers in Service Conference 2012, Washington/USA, June 2012.
  36. Wünderlich, Nancy V. & Florian v. Wangenheim (2011): Linking Relationship Marketing and Technology Acceptance Variables to Predict Customer Retention of Smart Services. Proceedings of the 2011 AMA Winter Marketing Educators' Conference, Austin/USA, February 2011.
  37. Scherer, Anne, Nancy V. Wünderlich & Florian v. Wangenheim (2011): Keep it Personal! New Service Developments and Their Impact on Customer Relationships. Proceedings of the 2011 AMA Winter Marketing Educators' Conference, Austin/USA, February 2011.
  38. Schumann, Jan H. & Nancy V. Wünderlich (2010): Shared Gain, Shared Pain? Spillover Effects in Multi-Partner Loyalty Programs. Proceedings of the 39th Annual Conference of the EMAC, Copenhagen/Denmark, June 2010.
  39. Van Delden, Catharina & Nancy V. Wünderlich (2010), Open Innovation Marketing. A Case Study. GI Jahrestagung (1) 2010, Leipzig/Germany, 973-978.
  40. Schumann, Jan H. & Nancy V. Wünderlich (2010), Shared Gain, Shared Pain? Spill-Over Effects of Service Failures in Multi-Partner Loyalty Programs. Proceedings of the 19th Annual Frontiers in Service Conference, Karlstad/Sweden, June 2010.
  41. Nancy V. Wünderlich (2010): Acceptance of Remote Services: Long-Term Adoption of Interactive Services Among Business Customers. Proceedings of the 2010 AMS Annual Conference, Portland/USA, June 2010.
  42. Wünderlich, Nancy V. & Florian v. Wangenheim (2009): Measuring Interactive Remote Services Acceptance – A Quantitative Study on B2B-Service Adoption. Proceedings of the 2009 AMA Summer Marketing Educators' Conference, Chicago/USA, August 2009.
  43. Wünderlich, Nancy V. & Florian v. Wangenheim (2009): B2B-Adoption of Interactive Remote Services. Proceedings of the 2009 AMA Winter Marketing Educators' Conference, Tampa/USA, February 2009.
  44. Wünderlich, Nancy V. (2008), People Behind Technology Matter: Customer Perceptions in Remote Service Encounters. Proceedings of the 17th Annual Frontiers in Service Conference, Washington D.C./USA, October 2008.
  45. Wünderlich, Nancy V. & Florian v. Wangenheim (2008): Interactive Remote Services: Understanding the Role of the Service Counterpart in Technology-Mediated Co-Production. Proceedings of the 37th Annual Conference of the EMAC, Brighton/UK, May 2008.
  46. Wünderlich, Nancy V. & Florian v. Wangenheim (2007), Re-discover the Counterpart! Proceedings of the 16th Annual Frontiers in Service Conference, San Francisco/USA, October 2007.
  47. Wünderlich, Nancy V. (2007): Understanding the Acceptance of Interactive and Technology-Mediated Services. Proceedings of the DSI Conference on Service Science, Pittsburgh/USA, May 2007.
  48. Schumann, Jan H., Nancy V. Wünderlich & Florian v. Wangenheim (2007): Towards a New Typology for Technology-Mediated Services. Proceedings of the DSI Conference on Service Science, Pittsburgh/USA, May 2007.
  49. Schumann, Jan H., Nancy V. Keller, Florian v. Wangenheim & Hartmut H. Holzmüller (2007): Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics. Proceedings of the 2007 AMA Winter Marketing Educators' Conference, San Diego/USA, February 2007.