Nancy V. Wünderlich

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Markus Blut, Cheng Wang, Nancy V. Wünderlich et al. · Journal of the Academy of Marketing Science · 2021 · 943 citations · Full text

Artificial Intelligence, Engineering, Socially Assistive Robot +24

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Bart Larivière, David E. Bowen, Tor W. Andreassen et al. · Journal of Business Research · 2017 · 703 citations · Full text

Customer Satisfaction, Service Research, Service Study +11

High Tech and High Touch

Nancy V. Wünderlich, Florian von Wangenheim, Mary Jo Bitner · Journal of Service Research · 2012 · 318 citations

Engineering, Education, Technology Assessment +23

The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention1

Anne Scherer, Nancy V. Wünderlich, Florian von Wangenheim · MIS Quarterly · 2015 · 228 citations

Advancing research on loyalty programs: a future research agenda

Els Breugelmans, Tammo H.A. Bijmolt, Jie Zhang et al. · Marketing Letters · 2014 · 143 citations · Full text

Customer Satisfaction, Loyalty Programs, Business +4