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Werner Kunz
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Cited by
Year
How to transform consumers into fans of your brand
B Jahn, W Kunz
Journal of Service Management 23 (3), 344-361, 2012
9352012
Brave new world: service robots in the frontline
J Wirtz, PG Patterson, WH Kunz, T Gruber, VN Lu, S Paluch, A Martins
Journal of Service Management, 2018
9242018
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
B Larivière, D Bowen, TW Andreassen, W Kunz, NJ Sirianni, C Voss, ...
Journal of Business Research 79, 238-246, 2017
5782017
Consumer trust in service companies: a multiple mediating analysis
R Kantsperger, WH Kunz
Managing Service Quality 20 (1), 4-25, 2010
3732010
How does perceived firm innovativeness affect the consumer?
W Kunz, B Schmitt, A Meyer
Journal of Business Research 64 (8), 816-822, 2011
3062011
Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media
B Larivière, H Joosten, EC Malthouse, M Birgelen, P Aksoy, WH Kunz, ...
Journal of Service Management 24 (3), 268-293, 2013
2642013
Customer engagement in a big data world
W Kunz, L Aksoy, Y Bart, K Heinonen, S Kabadayi, FV Ordenes, M Sigala, ...
Journal of Services Marketing, 2017
2262017
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
VN Lu, J Wirtz, WH Kunz, S Paluch, T Gruber, A Martins, PG Patterson
Journal of Service Theory and Practice 30 (3), 361-391, 2020
1952020
Toward a deeper understanding of service marketing: the past, the present, and the future
WH Kunz, J Hogreve
International Journal of Research in Marketing 28 (3), 231-247, 2011
1702011
Helping firms reduce complexity in multichannel online data: A new taxonomy-based approach for customer journeys
E Anderl, JH Schumann, W Kunz
Journal of Retailing 92 (2), 185-203, 2016
1432016
Creators, multipliers, and lurkers: who contributes and who benefits at online review sites
A Munzel, WH Kunz
Journal of Service Management, 2014
1212014
Adapting behavioral interventions for social media delivery
S Pagoto, ME Waring, CN May, EY Ding, WH Kunz, R Hayes, JL Oleski
Journal of medical Internet research 18 (1), e24, 2016
1152016
Trust development in e‐services: A cohort analysis of millennials and baby boomers
M Obal, W Kunz
Journal of Service Management, 2013
1102013
Managing overall service quality in customer care centers: Empirical findings of a multi‐perspective approach
R Kantsperger, WH Kunz
International Journal of Service Industry Management, 2005
1072005
Managing overall service quality in customer care centers: Empirical findings of a multi‐perspective approach
R Kantsperger, WH Kunz
International Journal of Service Industry Management, 2005
1072005
How mobile payment influences the overall store price image
T Falk, WH Kunz, JJL Schepers, AJ Mrozek
Journal of Business Research 69 (7), 2417-2423, 2016
1042016
Relationship between Online Retailers’ Reputation and Product Returns
G Walsh, AK Albrecht, W Kunz, CF Hofacker
British Journal of Management 27 (1), 3-20, 2016
722016
From virtual travelers to real friends: Relationship-building insights from an online travel community
W Kunz, S Seshadri
Journal of Business Research 68 (9), 1822-1828, 2015
672015
Future Service Technologies–Is Service Research on Track with Business Reality?
WH Kunz, K Heinonen, JGAM Lemmink
Journal of Services Marketing 33, 2019
652019
Does the host match the content? A taxonomical update on online consumption communities
J Breitsohl, WH Kunz, D Dowell
Journal of Marketing Management 31 (9-10), 1040-1064, 2015
642015
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Articles 1–20