Werner Kunz
Cited by
Cited by
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 29 (5), 907-931, 2018
How to transform consumers into fans of your brand
B Jahn, W Kunz
Journal of Service Management 23 (3), 344-361, 2012
“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
Consumer trust in service companies: a multiple mediating analysis
R Kantsperger, WH Kunz
Managing Service Quality 20 (1), 4-25, 2010
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
How does perceived firm innovativeness affect the consumer?
W Kunz, B Schmitt, A Meyer
Journal of Business Research 64 (8), 816-822, 2011
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 31 (2), 161-171, 2017
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
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
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
Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications
V Yoganathan, VS Osburg, WH Kunz, W Toporowski
Tourism Management 85, 104309, 2021
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
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
Creators, multipliers, and lurkers: who contributes and who benefits at online review sites
A Munzel, W H. Kunz
Journal of Service Management 25 (1), 49-74, 2014
Trust development in e‐services: A cohort analysis of millennials and baby boomers
M Obal, W Kunz
Journal of service management 24 (1), 45-63, 2013
Service robots, agency and embarrassing service encounters
V Pitardi, J Wirtz, S Paluch, WH Kunz
Journal of service management 33 (2), 389-414, 2022
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 16 (2), 135-151, 2005
Corporate digital responsibility in service firms and their ecosystems
J Wirtz, WH Kunz, N Hartley, J Tarbit
Journal of Service Research 26 (2), 173-190, 2023
Future Service Technologies–Is Service Research on Track with Business Reality?
WH Kunz, K Heinonen, JGAM Lemmink
Journal of Services Marketing 33, 2019
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
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