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Prof. Dr. Nancy Wünderlich

Contact
Publications
Prof. Dr. Nancy Wünderlich

Dienstleistungsmanagement

Professor - Inhaberin des Lehrstuhls für Dienstleistungsmanagement

Phone:
+49 5251 60-3693
Fax:
+49 5251 60-4314
Office:
Q3.349
Web:
Visitor:
Warburger Str. 100
33098 Paderborn

1. Journals

Wünderlich, Nancy V., Anders Gustafsson, Juho Hamari, Petri Parvinen & André Haff (2019): The Great Game of Business: Advancing Knowledge on Gamification in Business Contexts. Journal of Business Research, forthcoming.

Wünderlich, Nancy V., Jens Hogreve, Ilma Nur Chowdhury, Hannes Fleischer, Sahar Mousavi, Julia Rötzmeier-Keuper & Rui Sousa (2019): Overcoming Vulnerability: Channel Design Strategies to Alleviate Vulnerability Perceptions in Customer Journeys. In: Journal of Business Research, forthcoming.

Wünderlich, Nancy V. & Jens Hogreve (2019): Configuring Customer Touchpoints: A Fuzzy-Set Analysis of Service Encounter Satisfaction. In: Journal of Service Management Research, 3(1), 3-11.

Rötzmeier-Keuper, Julia, Jennifer Hendricks, Nancy V.Wünderlich & Gertrud Schmitz (2018): Triadic Relationships in the Context of Services for Animal Companions. In: Journal of Business Research, 85, 295-303.

Schlangenotto, Darius, Dennis Kundisch & Nancy V. Wünderlich (2018): Is Paid Search Overrated? When Bricks-and-Mortar-Only Retailers Should Not Use Paid Search. In: Electronic Markets, 28(4), 407-421.

v. Wangenheim, Florian, Nancy V. Wünderlich & Jan H. Schumann (2017): Renew or Cancel? Drivers of Customer Renewal Decisions for IT-Based Service Contracts. In: Journal of Business Research, 79, 181-188.

Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy Wünderlich & Arne De Keyser (2017): "Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers. In: Journal of Business Research, 79, 238-246.

Paluch, Stefanie & Nancy V. Wünderlich (2016): Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. In: Journal of Business Research, 69, 2424-2431.

Voss, Chris, Helen Perks, Rui Sousa, Lars Wittell & Nancy V. Wünderlich (2016): Reflections on Context in Service Research. In: Journal of Service Management. In: Journal of Service Management, 27(1), 30-36.

Wünderlich, Nancy V., Kristina Heinonen, Amy L. Ostrom, Lia Patricio, Rui Sousa, Chris Voss & Jos Lemmink (2015): “Futurizing” Smart Service: Implications for Service Researchers and Managers. In: Journal of Services Marketing, 29(6/7), 442-447.

Gustafsson, Anders, Lerzan Aksoy, Michael K. Brady, Janet R. McColl-Kennedy, Nancy J. Sirianni, Lars Wittel & Nancy V. Wünderlich (2015): Conducting Service Research that Matters. In: Journal of Services Marketing, 29(6/7), 425-429.

Scherer, Anne, Nancy V. Wünderlich & Florian von Wangenheim (2015): The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. In: MIS Quarterly, 39(1), 177-200.

Breugelmans, Els; Tammo H. A. Bijmolt, Jie Zahng, Leonardo J. Basso, Matilda Dorotic, Praveen Kopalle, Alec Minnema, Jan Willem Mijnlieff & Nancy V. Wünderlich (2015): Advancing Research on Loyalty Programs: A Future Research Agenda. In: Marketing Letters, 26(2), 127-139.

Schumann, Jan H., Nancy V. Wünderlich & Heiner Evanschitzky (2014): Spillover Effects of Service Failures in Coalition Loyalty Programs: The Buffering Effect of Special Treatment Benefits. In: Journal of Retailing, 90(1), 111-118.

Wünderlich, Nancy V., Florian v. Wangenheim & Mary Jo Bitner (2013): High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services. In: Journal of Service Research, 16(1), 3-20.

Evanschitzky, Heiner, Florian v. Wangenheim & Nancy V. Wünderlich (2012): Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops. In: Journal of Retailing, 88(3), 356-366.

Schumann, Jan H., Nancy V. Wünderlich & Marcus Zimmer (2012): Culture’s Impact on Customer Motivation to Engage in Professional Service Enactments. In: Schmalenbach Business Review, 64(April), 141-165.

Schumann, Jan H., Nancy V. Wünderlich & Florian v. Wangenheim (2012): Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics. In: Technovation, 32(2), 133-143.

Wünderlich, Nancy V., Jan H. Schumann, Florian v. Wangenheim & Hartmut H. Holzmüller (2011): Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben. In: Zeitschrift für Betriebswirtschaft, 81(9), 977-1001.

2. Conference Proceedings

Haff, André & Nancy V. Wünderlich (2019): Putting the Human Touch Back in Self-Service: Exploring Customer Perceptions of Augmented Self-Services at Physical Touchpoints. In: Proceedings of the 2019 Frontiers in Service Conference, Singapur, Juli 2019.

Gonçalves, Luisa, Lia Patrício, Jorge Teixeira & Nancy V. Wünderlich (2019): Understanding Customer Experience of Smart Service. In: Proceedings of the 16th International Research Symposium on Service Excellence in Management (QUIS 16), Karlstad/Schweden, Juni 2019.

Blut, Markus, Nancy V. Wünderlich & Christian Brock (2018): Innovative Technologies in the Branded Service Encounter: How Social Robot Characteristics Affect Brand Trust and Experience. In: Proceedings of the 39th International Conference on Information Systems (ICIS 2018), San Francisco/USA, Dezember 2018.

Purrmann, Maren & Nancy V. Wünderlich (2018): Managing Collaborative Consumption Platforms: Successfully Fostering the Co-Creation of Value Between Service Customers and Peer Providers. In: Proceedings of the 2018 Frontiers in Service Conference, Austin/USA, September 2018.

Wünderlich, Nancy V. & Stefanie Paluch (2017): A Nice and Friendly Chat With a Bot: User Perceptions of AI-Based Service Agents. In: Proceedings of the 38th International Conference on Information Systems (ICIS 2017), Seoul/Korea, Dezember 2017.

Teßmer, Isabel, Marcus Olsson, Anders Gustafsson & Nancy V. Wünderlich (2017): How to Design Successful Gamification in Retail: The benefits and Pitfalls of Affordances. In: Proceedings of the 2017 Frontiers in Service Conference, New York City/USA, Juni 2017.

Rötzmeier-Keuper, Julia & Nancy V. Wünderlich (2017): How to Handle Dilemmas in Triadic Service Relationships – An Exploratory Study. In: Proceedings of the 2017 Frontiers in Service Conference, New York City/USA, Juni 2017.

Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy Wünderlich & Arne De Keyser (2017): "Service Encounter 2.0": An Investigation Into the Roles of Technology, Employees and Customers. In: Proceedings of QUIS 2017, Porto/Portugal, Juni 2017.

Becker-Özcamlica, Hürrem, Isabel Teßmer & Nancy V. Wünderlich (2017): Do Companies Really Have to Emphasize the Triple Bottom Line? Analyzing the Effect of Competing Sustainable Market Orientations. In: Proceedings of the 2017 Winter Marketing Educators' Conference, Orlando/USA, Februar 2017.

Wünderlich, Nancy V. & Stefanie Paluch (2016): Authenticity in Technology-Mediated Consumer-Firm Interactions. In: Proceedings of the 2016 Global Marketing Conference, Hong Kong/China, Juli 2016.

Wünderlich, Nancy V. & Stefanie Paluch (2016): The Role of Authenticity in Technology-Mediated Service Encounters. In: Proceedings of the 2016 Frontiers in Service Conference, Bergen/Norwegen, Juni 2016.

Alexander, Matthew, Heiner Evanschitzky & Nancy V. Wünderlich (2016): An Exploratory Study on the Nature of Co-Creation Intensity. In: Proceedings of the AMA SERVSIG International Service Research Conference, Maastricht/Niederlande, Juni 2016.

Özcamlica, Hürrem, Nancy V. Wünderlich & Isabel Tessmer (2015): The Impact of Employee Behavior on Employer Attractiveness and Application Intention. In: Proceedings of the 75th Annual Meeting of the Academy of Management (AOM), Vancouver/Kanada, August 2015, 341.

Kellner, Laura, Nancy V. Wünderlich & Nancy J. Sirianni (2015): Technology as an Actor in the Service Theater – Impact of Different Information and Communication Technology (ICT) Roles on Customer Behavior in Service Processes. In: Proceedings of the 2015 Frontiers in Service Conference, San Jose/USA, Juli 2015.

Kellner, Laura, Julia Rötzmeier-Keuper & Nancy V. Wünderlich (2015): When and Why Do Negative Feelings About Consumption Have an Impact on Consumption Behavior? In: Proceedings of the 2015 Consumer Culture Theory Conference, Fayetteville/USA, Juni 2015.

Özcamlica, Hürrem & Nancy V. Wünderlich (2015): Word and Deed of Sustainable Brands: Making the right Emphasis changes the Consumers’s Perception of a Sustainable Brand. In: Proceedings of the 2015 EMAC Annual Conference, Leuven.

Kindler, Markus & Nancy V. Wünderlich (2015): Coupon Promotions in Coalition Loyalty Programs. In: Proceedings of the 2015 EMAC Annual Conference, Leuven.

Kindler, Markus & Nancy V. Wünderlich (2015): The Impact of Coupons in Coalition Loyalty Programs: Promotion and Waste Effects. In: Proceedings of the 2015 Winter Marketing Educators' Conference, San Antonio.

Paluch, Stefanie & Nancy V. Wünderlich (2014): What Are You Afraid Of? Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings. In: Proceedings of the 2014 Global Marketing Conference, Singapore.

Kellner, Laura, Nancy V. Wünderlich & Nancy J. Sirianni (2014): It all adds up to one Technology Personality - Analyzing the Fit between Brand Personality and Application of Information Technology for Service Brands. In: Proceedings of the 2014 Frontiers in Service Conference, Miami, USA, June 2014.

Özcamlica, Hürrem & Nancy V. Wünderlich (2014): The Impact of (Non)-Brand-Consistent Employee Behavior of a Service Provider. In: Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki, Greece, June 2014.

Rötzmeier-Keuper, Julia & Nancy V. Wünderlich: Interdependent Relationships Between and among Service Providers and Customer Collectives. In: Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki, Greece, June 2014.

Kellner, Laura; Wünderlich, Nancy V. & Sirianni, Nancy J. (2014): Matching Brand Personalities with Service Technology Decisions. In: Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki, Greece, June 2014.

Wünderlich, Nancy V. & Stefanie Paluch (2013): Risk Perception of Technology-Based Service Usage in Inter-Organizational Settings. In: AMA Summer Educator’s Conference Proceedings, Boston, USA, August 2013.

Wünderlich, Nancy V. & Jens Hogreve (2013): Configuring Satisfying Complex Service Encounters: A Fuzzy-Set Qualitative Comparative Analysis of Airline Satisfaction Configurations. In: AMA Winter Educator’s Conference Proceedings, Las Vegas, USA, February 2013, on CD ROM.

Paluch, Stefanie & Nancy V. Wünderlich (2012): Risk Perception in Remote Service Encounters. In: Proceedings of the 2012 AMS Annual Conference, New Orleans, USA, May 2012, on CD-ROM.

Wünderlich, Nancy V. & Jens Hogreve (2012): Configuring Service Satisfaction: A Fuzzy-Set Comparative Analysis. In: Proceedings of the AMA SERVSIG International Service Research Conference, Helsinki, June 2012.

Wünderlich, Robin, Florian v. Wangenheim & Nancy V. Wünderlich (2012): A Managerial Perspective on Predicting Customer Behavior. In: Proceedings of 2012 ISMS Marketing Science Conference, Boston, USA, June 2012

Sirianni, Nancy J., Nancy V. Wünderlich & Haluk Demirkan (2012): Branding the Intangible: Integrating Brand Symbols in Technology-Mediated Service Encounters. In: Proceedings of the 21st Annual Frontiers in Service Conference 2012, Washington, USA, June 2012.

Wünderlich, Nancy V. & Florian v. Wangenheim (2011): Linking Relationship Marketing and Technology Acceptance Variables to Predict Customer Retention of Smart Services. In: AMA Winter Educator’s Conference Proceedings, Austin, USA, February 2011, 142-43.

Scherer, Anne, Nancy V. Wünderlich & Florian v. Wangenheim (2011): Keep it Personal! New Service Developments and Their Impact on Customer Relationships. In: AMA Winter Educator’s Conference Proceedings, Austin, USA, February 2011, 138-39.

Schumann, Jan H. & Nancy V. Wünderlich (2010): Shared Gain, Shared Pain? Spillover Effects in Multi-Partner Loyalty Programs. In: Proceedings of the 39th Annual Conference of the EMAC, Copenhagen, Denmark, June 2010, on CD-ROM.

Nancy V. Wünderlich (2010): Acceptance of Remote Services: Long-Term Adoption of Interactive Services Among Business Customers. In: Proceedings of the 2010 AMS Annual Conference, Portland, USA, June 2010, on CD-ROM.

van Delden, Catharina & Nancy V. Wünderlich (2010): Open Innovation Marketing. A Case Study. In: GI Jahrestagung (1) 2010, Leipzig, Germany, 973-978.

Schumann, Jan H. & Nancy V. Wünderlich (2010): Shared Gain, Shared Pain? Spill-Over Effects of Service Failures in Multi-Partner Loyalty Programs. In: Proceedings of the 19th Annual Frontiers in Service Conference, Copenhagen, Denmark, June 2010.

Wünderlich, Nancy V. & Florian v. Wangenheim (2009): Understanding the Role of the Service Counterpart in Technology-Mediated Service Co-Production. In: Proceedings First International Symposium on Service Science ISSS’09, Berlin: Logos, 271-280.

Wünderlich, Nancy V. & Florian v. Wangenheim (2009): Measuring Interactive Remote Services Acceptance – A Quantitative Study on B2B-Service Adoption. In: AMA Summer Educator’s Conference Proceedings, Chicago, USA, August 2009, 387-88.

Wünderlich, Nancy V. & Florian v. Wangenheim (2009): B2B-Adoption of Interactive Remote Services. In: AMA Winter Educator’s Conference Proceedings, Tampa, USA, February 2009, 29-30.

Wünderlich, Nancy V. & Florian v. Wangenheim (2008): Interactive remote services: Understanding the role of the service counterpart in technology-mediates co-production. In: Proceedings of the 37th Annual Conference of the EMAC, Brighton, UK, May 2008, on CD-ROM.

Wünderlich, Nancy V. (2008): People Behind Technology Matter: Customer Perceptions in Remote Service Encounters. In: Proceedings of the 17th Annual Frontiers in Service Conference, Washington D.C., USA, October 2008.

Wünderlich, Nancy V. (2007): Understanding the acceptance of interactive and technology-mediated services. In: Proceedings of the DSI Conference on Service Science, Pittsburgh, USA, May 2007, 281-285.

Schumann, Jan H., Nancy V. Wünderlich, Florian v. Wangenheim (2007): Towards a New Typology for Technology-Mediated Services. In: Proceedings of the DSI Conference on Service Science, Pittsburgh, USA, May 2007, 41-46.

Schumann, Jan H., Nancy V. Keller, Florian v. Wangenheim, Hartmut H. Holzmüller (2007): Technology Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics. In: AMA Winter Educator’s Conference, San Diego, USA, February 2007, 44-45.

Wünderlich, Nancy V. & Florian v. Wangenheim (2007): Re-discover the counterpart! In: Proceedings of the 16th Annual Frontiers in Service Conference, San Francisco, USA, October 2007.

3. Book Chapters

van Delden, Catharina & Nancy V. Wünderlich (2013): Viral Marketing on Facebook for a New Open Innovation Platform. In: Huff, Anne, Kathrin M. Möslein & Ralf Reichwald (eds.): Leading Open Innovation, Cambridge: MIT, 221-240.

Wünderlich, Nancy V., Sebastian Ackermann & Florian v. Wangenheim (2010): Geschäftsmodelle in Online-Games und virtuellen Welten: Eine Bestandsaufnahme. In: Ackermann, Sebastian, Nancy V. Wünderlich & Florian v. Wangenheim (eds.): Geschäftsmodelle in virtuellen Spielewelten, München: BOD, 7-16.

Neumaier, Tobias & Nancy V. Wünderlich (2010): Zukünftige Geschäftsmodelle in virtuellen Spielewelten. In: Ackermann, Sebastian, Nancy V. Wünderlich & Florian v. Wangenheim (eds.): Geschäftsmodelle in virtuellen Spielewelten, München: BOD, 39-52.

Straßberger, Florian, Nancy V. Wünderlich & Sebastian Ackermann (2010): In-Game-Advertising Akzeptanz: neue Chancen für Betreiber und Werbetreibende. In: Ackermann, Sebastian, Nancy V. Wünderlich & Florian v. Wangenheim (eds.): Geschäftsmodelle in virtuellen Spielewelten, München: BOD, 53-77.

Xu, Fei & Nancy V. Wünderlich (2010): Neue Businessmodelle im Bereich Online Gaming: Goldfarming in China. In: Ackermann, Sebastian, Nancy V. Wünderlich & Florian v. Wangenheim (eds.): Geschäftsmodelle in virtuellen Spielewelten, München: BOD, 100-114.

Wünderlich, Nancy V. (2008): Managing the Acceptance of Technology-Mediated Remote Services: Enhancing Customer’s Collaboration and Technology Perceptions. In: Gatermann, Inken & Myriam Fleck (eds.): Technologie und Dienstleistung: Innovationen in Forschung, Wissenschaft und Unternehmen, Frankfurt/Main: Campus, 39-45.

Holzmüller, Hartmut H., Dirk Holtbrügge, Kathrin Schillo, Jan H. Schumann, Florian v. Wangenheim, Dirk Woisetschläger & Nancy V. Wünderlich (2007): Remote Services. Erste Forschungsansätze zur Internationalisierung von ferngesteuerten Dienstleistungen. In: Moser, Reinhard (ed.): Ausländische Direktinvestitionen: Neuere Entwicklungen, Entscheidungsinstrumente und führungsrelevante Folgen, Wiesbaden: Gabler, 191-212.

Wünderlich, Nancy V., Stephan Zoll & Hartmut H. Holzmüller (2007): Möglichkeiten und Grenzen der Fernwartung in der industriellen Bildverarbeitung - Falldokumentation des Unternehmens Asentics. In: Holtbrügge, Dirk, Hartmut H. Holzmüller & Florian v. Wangenheim (eds.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden: Gabler, 91-104.

Wünderlich, Nancy V. & Michael Pfeffer (2007): Internetbasierte Remote Services bei der Heidelberger Druckmaschinen AG. In: Holtbrügge, Dirk, Hartmut H. Holzmüller& Florian v. Wangenheim (eds.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden: Gabler, 69-178.

Wünderlich, Nancy V. & Florian v. Wangenheim (2007): Die zukünftige Entwicklung von Remote Services in Deutschland - Ergebnisse einer Delphi-Studie. In: Holtbrügge, Dirk, Hartmut H. Holzmüller & Florian v. Wangenheim (eds.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden: Gabler, 181-193.

Wünderlich, Nancy V., Jan H. Schumann, Florian v. Wangenheim & Hartmut H. Holzmüller (2007): Ferngesteuerte Dienstleistungen - betriebswirtschaftliche Spezifika, Terminologie und Herausforderungen für das Management. In: Holtbrügge, Dirk, Hartmut H. Holzmüller &

Florian v. Wangenheim (eds.): Remote Services - Neue Formen der Internationalisierung von Dienstleistungen, Wiesbaden: Gabler, 3-26.

4. Books

Ackermann, Sebastian, Nancy V. Wünderlich, Florian v. Wangenheim (eds.) (2010): Geschäftsmodelle in virtuellen Spielewelten, München: BOD.

Wünderlich, Nancy V. (2009): Acceptance of Remote Services – Perception, Adoption, and Continued Usage in Organizational Settings, Wiesbaden: Gabler.

Curriculum Vitae

Nancy V. Wünderlich is a professor of service management at the University of Paderborn, Germany. In 2009, she received her doctoral degree from Technische Universität München, Germany. During her doctoral studies she was a visiting PhD scholar at the Center for Service Leadership, Arizona State University. Her dissertation on the acceptance of remote services received international awards from associations such as the American Marketing Association, the Academy of Marketing Science, and the Society of Marketing Advances. Prof. Wünderlich investigates the interplay of technology and services and how customers adopt new service innovations. She also studies success factors of strategic partnerships and customer loyalty programs. Her research has been published in the Journal of Service Research and the Journal of Retailing. Prior to earning her doctoral degree, Prof. Wünderlich worked as a marketing manager in high-tech companies and in the media/entertainment industry. She conducts most of her research projects together with business partners from engineering, retail and aviation.

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