Nancy J. Sirianni

“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 · 739 citations · Full text

Business, Human Resource Management, Management Information Systems +12

Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning

Nancy J. Sirianni, Mary Jo Bitner, Stephen Brown et al. · Journal of Marketing · 2013 · 311 citations

Business, Marketing, Marketing Management +15

Small details that make big differences

Ruth N. Bolton, Anders Gustafsson, Janet R. McColl‐Kennedy et al. · Journal of service management · 2014 · 294 citations · Full text

Business, Marketing, Marketing Management +14

Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters

Michael Giebelhausen, Stacey G. Robinson, Nancy J. Sirianni et al. · Journal of Marketing · 2014 · 276 citations

Business, Organizational Behavior, Social Psychology +16

Truly, Madly, Deeply: Consumers in the Throes of Material Possession Love

John L. Lastovicka, Nancy J. Sirianni · Journal of Consumer Research · 2011 · 195 citations

Social Sciences, Marketing, Psychology +11