Person ::

Bilstein, Dr. Nicola

2021

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  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)

2019

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  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)

2018

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  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)

2017

• 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)

2016

• 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)

2015

• 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

2014

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  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)

2013

• 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

2012

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  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

2011

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  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