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Nancy V. Wünderlich
Researcher at University of Paderborn
Publications - 41
Citations - 1850
Nancy V. Wünderlich is an academic researcher from University of Paderborn. The author has contributed to research in topics: Service (business) & Service provider. The author has an hindex of 13, co-authored 37 publications receiving 1246 citations. Previous affiliations of Nancy V. Wünderlich include The Catholic University of America & Technische Universität München.
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Journal ArticleDOI
“Service Encounter 2.0”: an investigation into the roles of technology, employees and customers
Bart Larivière,David E. Bowen,Tor W. Andreassen,Werner H. Kunz,Nancy J. Sirianni,Christopher A. Voss,Nancy V. Wünderlich,Arne De Keyser +7 more
TL;DR: In this paper, a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers is presented.
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High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services
TL;DR: Contrary to conventional wisdom, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms.
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Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
TL;DR: In this article, the authors developed a comprehensive model to investigate relationships between anthropomorphism and its antecedents and consequences, and found that the impact depends on robot type (i.e., robot gender) and service type (e.g., possession processing service, mental stimulus processing service).
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The value of self-service: long-term effects of technology-based self-service usage on customer retention
TL;DR: It is concluded that firms should not shift customers toward self-service channels completely, especially not at the beginning of a relationship, and the notion of actively managing customers' cocreation of value is stressed.
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Advancing research on loyalty programs: a future research agenda
Els Breugelmans,Tammo H. A. Bijmolt,Jie Zhang,Leonardo J. Basso,Matilda Dorotic,Praveen K. Kopalle,Alec Minnema,Willem Jan Mijnlieff,Nancy V. Wünderlich +8 more
TL;DR: In this paper, the authors identify missing links in the literature and to craft a future research agenda to advance loyalty program research and practice, focusing on three key areas: (1) LP designs, (2) Assessment of LP performance, and (3) Emerging trends and the impact of new technologies.