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How to use emerging service technologies to enhance customer centricity in business-to-business contexts: A conceptual framework and research agenda2025 Journal of Business Research article Business, Management and Accounting Service and Product Innovation Open access
Nancy V. Wünderlich, Markus Blut, Christian Brock, Nima Heirati, Marcus Jensen, Stefanie Paluch, +2 more
19citations -
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?2020 Journal of Service Theory and Practice article Computer Science AI in Service Interactions Open access
Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, +1 more
572citations -
It is Really Not a Game: An Integrative Review of Gamification for Service Research2022 Journal of Service Research article Business, Management and Accounting Service and Product Innovation Open access
Robert Ciuchita, Jonas Heller, Sarah Köcher, Sören Köcher, Thomas Leclercq, Karim Sidaoui, +1 more
87citations -
Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions2022 Journal of Service Research article Business, Management and Accounting Consumer Retail Behavior Studies Open access
Susan Stead, Ruud W.H. Wetzels, Martin G. M. Wetzels, Gaby Odekerken‐Schröder, Dominik Mahr
53citations -
How does technological innovation impact the service time and the attraction of new customers in the financial sector? Evidence from an emerging economy2024 Operations Management Research article Decision Sciences Innovation Diffusion and Forecasting Open access
Lorena Silvana Reyes-Rubiano, Ingrid Y. Amaya, David Medina Mayorga, Andrés Muñoz‐Villamizar, Elyn Lizeth Solano Charris
2citations -
Development of a methodology for the derivation of technical requirements for (cyber-) physical product-service systems in service-oriented business models2024 Procedia CIRP article Business, Management and Accounting Service and Product Innovation Open access
Jonas Wirth, Marius Höding, Leon Hanselmann, Oliver Schöllhammer, Thomas Bauernhansl, Jörg Puchan
3citations -
Special Session: Rise of the Service Robots: Exploring Consumer Acceptance: An Abstract2020 Developments in marketing science: proceedings of the Academy of Marketing Science conference-paper Business, Management and Accounting Sharing Economy and Platforms
Stefanie Paluch, Thorsten Gruber, Werner H. Kunz, Jochen Wirtz, Vinh Nhat Lu, Paul G. Patterson, +1 more
1citations -
Digitale Transformation durch die Entwicklung datenbasierter Dienstleistungen – Erforschung von Transformationsmustern und Merkmalen datenbasierter Dienstleistungen für die Ableitung des Smart Service Engineerings als Handlungsleitfaden für Unternehmen2020 Springer eBooks book-chapter Business, Management and Accounting Service and Product Innovation
Gerhard Gudergan, Roman Senderek, Jan Kuntz, Alexander Kwiatkowski, Denis Krechting
4citations -
A Human-Centered Decision Support System in Customer Support2024 Lecture notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering conference-paper Computer Science Spam and Phishing Detection
Sven Münker, Marcos Padrón Hinrichs, Antonia Markus, Marco Kemmerling, Anas Abdelrazeq, Robert Heinrich Schmitt
1citations -
Concept for a Complexity-Oriented Structuring of Corporate Value Networks for the Provision of Product-Service Systems2021 Lecture notes in production engineering conference-paper Business, Management and Accounting Service and Product Innovation
Julian Kreß, Christian Dölle, Michael Riesener, Günther Schuh
0citations