IDEAS home Printed from https://ideas.repec.org/e/c/pku124.html

Werner Kunz

Citations

Many of the citations below have been collected in an experimental project, CitEc, where a more detailed citation analysis can be found. These are citations from works listed in RePEc that could be analyzed mechanically. So far, only a minority of all works could be analyzed. See under "Corrections" how you can help improve the citation analysis.

Working papers

  1. Kunz, Werner, 2007. "Visualization of competitive market structure by means of choice data," SFB 649 Discussion Papers 2007-032, Humboldt University Berlin, Collaborative Research Center 649: Economic Risk.

    Cited by:

    1. Ó González-Benito & M P Martínez-Ruiz & A Molla-Descals, 2009. "Spatial mapping of price competition using logit-type market share models and store-level scanner-data," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 60(1), pages 52-62, January.

  2. Kunz, Werner, 2007. "Visualization of competitive market structure by means of choice data," SFB 649 Discussion Papers 2007-032, Humboldt University Berlin, Collaborative Research Center 649: Economic Risk.

    Cited by:

    1. Ó González-Benito & M P Martínez-Ruiz & A Molla-Descals, 2009. "Spatial mapping of price competition using logit-type market share models and store-level scanner-data," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 60(1), pages 52-62, January.

Articles

  1. Heirati, Nima & Pitardi, Valentina & Wirtz, Jochen & Jayawardhena, Chanaka & Kunz, Werner & Paluch, Stefanie, 2025. "Unintended consequences of service robots – Recent progress and future research directions," Journal of Business Research, Elsevier, vol. 194(C).

    Cited by:

    1. Tan, Hongjuan & Zhang, Yi & (Roy) Zhao, Xinyuan & Mattila, Anna S. & Yang, Huan, 2026. "A meta-analytic model of the influence of customer mistreatment on employees’ work outcomes," Journal of Business Research, Elsevier, vol. 206(C).

  2. Wirtz, Jochen & Tarbit, James ‘Jimmy’ & Hartley, Nicole & Kunz, Werner, 2022. "Corporate digital responsibility: Dealing with ethical, privacy and fairness challenges of AI," Journal of AI, Robotics & Workplace Automation, Henry Stewart Publications, vol. 1(4), pages 325-328, June.

    Cited by:

    1. Stock-Homburg, Ruth Maria & Kegel, Mona Mareen, 2025. "Ethical Considerations in Customer–Robot Service Interactions: Scoping Review, Network Analysis, and Future Research Agenda," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 155788, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Weege, Maria & Zweigle, Tanja, 2025. "AI in marketing education: Capabilities required of marketers today," IU Discussion Papers - Marketing & Communication 2 (April 2025), IU International University of Applied Sciences.
    3. Blut, Markus & Ghiassaleh, Arezou & Wang, Cheng, 2023. "Testing the performance of online recommendation agents: A meta-analysis," Journal of Retailing, Elsevier, vol. 99(3), pages 440-459.

  3. Larivière, Bart & Bowen, David & Andreassen, Tor W. & Kunz, Werner & Sirianni, Nancy J. & Voss, Chris & Wünderlich, Nancy V. & De Keyser, Arne, 2017. "“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers," Journal of Business Research, Elsevier, vol. 79(C), pages 238-246.

    Cited by:

    1. O'Connor, Genevieve E. & Myrden, Susan & Alkire (née Nasr), Linda & Lee, Kyungwon & Köcher, Sören & Kandampully, Jay & Williams, Jerome D., 2021. "Digital Health Experience: A Regulatory Focus Perspective," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 121-136.
    2. De Gauquier, Laurens & Willems, Kim & Cao, Hoang-Long & Vanderborght, Bram & Brengman, Malaika, 2023. "Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    3. Mahr, Dominik & Odekerken-Schröder, Gaby & Doorn, Jenny van, 2025. "Evolution of service robots in marketing: A relational framework and future research agenda," Journal of Business Research, Elsevier, vol. 192(C).
    4. Ciuchita, Robert & Mahr, Dominik & Odekerken-Schröder, Gaby, 2019. "“Deal with it”: How coping with e-service innovation affects the customer experience," Journal of Business Research, Elsevier, vol. 103(C), pages 130-141.
    5. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
    6. Yoganathan, Vignesh & Osburg, Victoria-Sophie, 2024. "Heterogenous evaluations of autonomous vehicle services: An extended theoretical framework and empirical evidence," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    7. Kumar, Prashant & Polonsky, Micheal Jay, 2019. "In-store experience quality and perceived credibility: A green retailer context," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 23-34.
    8. Lionel Nicod & Sylvie Llosa & David Bowen, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Post-Print hal-02490363, HAL.
    9. Batat, Wided, 2021. "How augmented reality (AR) is transforming the restaurant sector: Investigating the impact of “Le Petit Chef” on customers’ dining experiences," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    10. Birch-Jensen, Andrea & Gremyr, Ida & Halldórsson, Árni, 2020. "Digitally connected services: Improvements through customer-initiated feedback," European Management Journal, Elsevier, vol. 38(5), pages 814-825.
    11. Xing, Xinyu & Song, Mengmeng & Duan, Yucong & Mou, Jian, 2022. "Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots," Technology in Society, Elsevier, vol. 70(C).
    12. Shahriar Akter & Saradhi Motamarri & Shahriar Sajib & Ruwan J. Bandara & Shlomo Tarba & Demetris Vrontis, 2024. "Theorising the Microfoundations of analytics empowerment capability for humanitarian service systems," Annals of Operations Research, Springer, vol. 335(3), pages 989-1013, April.
    13. Pelau Corina & Barbul Maria & Bojescu Irina, 2022. "A conceptual comparative approach on personal AI assistants and external service robots," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 16(1), pages 1466-1474, August.
    14. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    15. Katharina Blöcher & Rainer Alt, 2021. "AI and robotics in the European restaurant sector: Assessing potentials for process innovation in a high-contact service industry," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 529-551, September.
    16. Pantano, Eleonora & Pizzi, Gabriele, 2020. "Forecasting artificial intelligence on online customer assistance: Evidence from chatbot patents analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    17. Zhang, Yu & Su, Jiafu & Guo, Honggui & Lee, Jeoung Yul & Xiao, Yan & Fu, Mingqiu, 2022. "Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    18. Christine Rzepka & Benedikt Berger & Thomas Hess, 2022. "Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks," Information Systems Frontiers, Springer, vol. 24(3), pages 839-856, June.
    19. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
    20. Chong Guan & Yu-Chen Hung & Wenting Liu, 2022. "Cultural differences in hospitality service evaluations: mining insights of user generated content," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1061-1081, September.
    21. Bălan Carmen, 2018. "The Impact of Conversational Agents on Humans in Services: Research Questions and Hypotheses," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(2), pages 33-55, December.
    22. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
    23. Roe, Michael & Spanaki, Konstantina & Ioannou, Athina & Zamani, Efpraxia D. & Giannakis, Mihalis, 2022. "Drivers and challenges of internet of things diffusion in smart stores: A field exploration," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
    24. Röding, Tobias & Steinmann, Sascha & Wagner, Gerhard & Schramm-Klein, Hanna, 2023. "A classification of information-oriented PoS technology from customer perception," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    25. Meyer, Patrick & Jonas, Julia M. & Roth, Angela, 2020. "Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 21-34.
    26. Ho, Mia Hsiao-Wen & Chung, Henry F.L. & Kingshott, Russel & Chiu, Chun-Chen, 2020. "Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration," Journal of Business Research, Elsevier, vol. 121(C), pages 557-566.
    27. Danatzis, Ilias & Field, Joy M. & Subramony, Mahesh, 2025. "Creating human-technology synergies at the organizational frontlines," Journal of Business Research, Elsevier, vol. 200(C).
    28. Jan, Ihsan Ullah & Ji, Seonggoo & Kim, Changju, 2023. "What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    29. Janin K Hentzen & Arvid OI Hoffmann & Rebecca M Dolan, 2024. "The role of digital technology in communication and information flow in the Australian Superannuation industry," Australian Journal of Management, Australian School of Business, vol. 49(4), pages 657-677, November.
    30. Annette Wenninger & Daniel Rau & Maximilian Röglinger, 2022. "Improving customer satisfaction in proactive service design," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1399-1418, September.
    31. Valerie Graf-Drasch & Maximilian Röglinger & Annette Wenninger & Sabiölla Hosseini, 2022. "A Contextualized Acceptance Model for Proactive Smart Services," Schmalenbach Journal of Business Research, Springer, vol. 74(3), pages 345-387, September.
    32. Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carl, 2020. "Digital Disruption in Retailing and Beyond," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 187-204.
    33. Martin Adam & Michael Wessel & Alexander Benlian, 2021. "AI-based chatbots in customer service and their effects on user compliance," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 427-445, June.
    34. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
    35. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
    36. Adam, Martin & Wessel, Michael & Benlian, Alexander, 2024. "AI-based chatbots in customer service and their effects on user compliance," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 144613, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    37. Thai Ha Nguyen & Lena Waizenegger & Angsana A. Techatassanasoontorn, 2022. "“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics," Information Systems Frontiers, Springer, vol. 24(3), pages 797-838, June.
    38. Ronan de Kervenoael & Rajibul Hasan & Alexandre Schwob & Edwin Goh, 2020. "Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots," Post-Print hal-02782265, HAL.
    39. Alkire (née Nasr), Linda & O'Connor, Genevieve E. & Myrden, Susan & Köcher, Sören, 2020. "Patient experience in the digital age: An investigation into the effect of generational cohorts," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    40. Morgan-Thomas, Anna & Dessart, Laurence & Veloutsou, Cleopatra, 2020. "Digital ecosystem and consumer engagement: A socio-technical perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 713-723.
    41. Ronan de Kervenoael & Alexandre Schwob & Careen Chandra, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Post-Print hal-02780647, HAL.
    42. Meyer, Patrick & Spreer, Philipp & Gutknecht, Klaus, 2022. "Shake Hands with a Robot – Understanding Frontstage Employees' Adoption of Service Robots in Retailing," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 39(5), pages 46-54.
    43. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
    44. Büttgen, Marion & al.,, 2021. "Blockchain in Service Management and Service Research - Developing a Research Agenda and Managerial Implications," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(2), pages 71-102.
    45. Jain, Geetika & Paul, Justin & Shrivastava, Archana, 2021. "Hyper-personalization, co-creation, digital clienteling and transformation," Journal of Business Research, Elsevier, vol. 124(C), pages 12-23.
    46. Hajdini, Johana & Za, Stefano & Iaia, Lea, 2025. "State of art and future research directions for marketing technologies in healthcare," Technological Forecasting and Social Change, Elsevier, vol. 218(C).
    47. Mullins, Jeffrey K. & Sabherwal, Rajiv, 2020. "Gamification: A cognitive-emotional view," Journal of Business Research, Elsevier, vol. 106(C), pages 304-314.
    48. Aikaterini Manthiou & Phil Klaus & Volker G. Kuppelwieser & William Reeves, 2021. "Man vs machine: examining the three themes of service robotics in tourism and hospitality," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 511-527, September.
    49. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    50. Matzner, Martin & Büttgen, Marion & Demirkan, Haluk & Spohrer, Jim & Alter, Steven & Fritzsche, Albrecht & Ng, Irene C. L. & Jonas, Julia M. & Martinez, Veronica & Möslein, Kathrin M. & Neely, Andy, 2018. "Digital Transformation in Service Management," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 2(2), pages 3-21.
    51. de Kervenoael, Ronan & Schwob, Alexandre & Chandra, Careen, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    52. Asante, Daniel & Tang, Chunyong & Asante, Eric Adom & Kwamega, Michael & Opoku-Danso, Alexander, 2023. "Leveraging perceived HPWS to improve service encounter quality in high-contact service industries," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    53. Tussyadiah, Iis, 2020. "A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism," Annals of Tourism Research, Elsevier, vol. 81(C).
    54. Rokicki Arkadiusz & Nogalski Bogdan, 2021. "Service Management as a Subdiscipline of Management Science," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 29(3), pages 136-174, September.
    55. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).

  4. Anderl, Eva & Schumann, Jan Hendrik & Kunz, Werner, 2016. "Helping Firms Reduce Complexity in Multichannel Online Data: A New Taxonomy-Based Approach for Customer Journeys," Journal of Retailing, Elsevier, vol. 92(2), pages 185-203.

    Cited by:

    1. El Kihal, Siham & Shehu, Edlira, 2022. "It's not only what they buy, it's also what they keep: Linking marketing instruments to product returns," Journal of Retailing, Elsevier, vol. 98(3), pages 558-571.
    2. Valentín Gallart-Camahort & Luis Callarisa Fiol & Javier Sánchez García, 2023. "Influence of the Internet on Retailer’s Perceived Quality in the Generation of Retailer’s Brand Equity," Vision, , vol. 27(1), pages 33-47, February.
    3. Santos, Susana & Gonçalves, Helena Martins, 2021. "The consumer decision journey: A literature review of the foundational models and theories and a future perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    4. Yakhlef, Ali & Nordin, Fredrik, 2021. "Effects of firm presence in customer-owned touch points: A self-determination perspective," Journal of Business Research, Elsevier, vol. 130(C), pages 473-481.
    5. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Blömker, Jan & Albrecht, Carmen-Maria, 2025. "A path from multichannel customer data to real-time personalization: Predicting customers’ psychological traits through machine learning," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
    7. Santos, Susana & Gonçalves, Helena Martins, 2024. "Consumer decision journey: Mapping with real-time longitudinal online and offline touchpoint data," European Management Journal, Elsevier, vol. 42(3), pages 397-413.
    8. Cristiane Pizzutti & Renata Gonçalves & Maura Ferreira, 2022. "Information search behavior at the post-purchase stage of the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 981-1010, September.
    9. Paulo Botelho Pires & José Duarte Santos & Pedro Quelhas de Brito & David Nunes Marques, 2022. "Connecting Digital Channels to Consumers’ Purchase Decision-Making Process in Online Stores," Sustainability, MDPI, vol. 14(21), pages 1-21, November.
    10. Wagner, Gerhard & Schramm-Klein, Hanna & Steinmann, Sascha, 2020. "Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment," Journal of Business Research, Elsevier, vol. 107(C), pages 256-270.
    11. Li Huang & Ornella Papaluca & Mario Tani & Azaz Ali Ather Bukhari, 2026. "Towards the Development of More Sustainable Services: Investigating Functional and Experiential Drivers of Consumer Behavior in Online Food Delivery Market," Sustainable Development, John Wiley & Sons, Ltd., vol. 34(1), pages 1399-1410, February.
    12. Schraml, Christopher & Eggenschwiler, Matthias & Rudolph, Thomas, 2025. "Inspiring Customers Early: How Social Online Touchpoints in the Pre-Purchase Phase Drive Customer Inspiration and Purchase Decisions," OSF Preprints x7dsy_v1, Center for Open Science.
    13. Luis Ignacio Álvarez-González & María Jesús Barroso-Méndez & Clementina Galera-Casquet & Víctor Valero-Amaro, 2023. "The impact of technologies on society through NPO-social enterprise value co-creation," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-15, December.
    14. Herhausen, Dennis & Kleinlercher, Kristina & Verhoef, Peter C. & Emrich, Oliver & Rudolph, Thomas, 2019. "Loyalty Formation for Different Customer Journey Segments," Journal of Retailing, Elsevier, vol. 95(3), pages 9-29.
    15. Christian Homburg & Moritz Tischer, 2023. "Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 1046-1074, September.
    16. Lim, Hyungsoo & Kim, Chul & Kannan, P.K., 2024. "Unveiling the web of interactions: Analyzing dynamic customer engagements across multiple websites," Journal of Business Research, Elsevier, vol. 183(C).
    17. Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carl, 2020. "Digital Disruption in Retailing and Beyond," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 187-204.
    18. Ana Alina Tudoran, 2022. "A machine learning approach to identifying decision-making styles for managing customer relationships," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 351-374, March.
    19. Thomas Wozniak & Dorothea Schaffner & Katarina Stanoevska-Slabeva & Vera Lenz-Kesekamp, 2018. "Psychological antecedents of mobile consumer behaviour and implications for customer journeys in tourism," Information Technology & Tourism, Springer, vol. 18(1), pages 85-112, April.
    20. Anastasia Velentza & Theodore Metaxas, 2023. "The Role of Digital Marketing in Tourism Businesses: An Empirical Investigation in Greece," Businesses, MDPI, vol. 3(2), pages 1-21, April.
    21. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
    22. Thomas Niemand & Sascha Kraus & Sophia Mather & Antonio C. Cuenca-Ballester, 2020. "Multilevel marketing: optimizing marketing effectiveness for high-involvement goods in the automotive industry," International Entrepreneurship and Management Journal, Springer, vol. 16(4), pages 1367-1392, December.
    23. Thomas, Tandy Chalmers & Epp, Amber M. & Price, Linda L., 2020. "Journeying Together: Aligning Retailer and Service Provider Roles with Collective Consumer Practices," Journal of Retailing, Elsevier, vol. 96(1), pages 9-24.
    24. Hanane Lasmi & Chul Ho Lee & Yasin Ceran, 2025. "Popularity Brings Better Sales or Vice Versa: Evidence from Instagram and OpenTable," Global Business Review, International Management Institute, vol. 26(4), pages 923-967, August.
    25. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    26. Antonia Köster & Christian Matt & Thomas Hess, 2021. "Do All Roads Lead to Rome? Exploring the Relationship Between Social Referrals, Referral Propensity and Stickiness to Video-on-Demand Websites," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 63(4), pages 349-366, August.
    27. Sahar Karimi, 2021. "Cross-visiting Behaviour of Online Consumers Across Retailers’ and Comparison Sites, a Macro-Study," Information Systems Frontiers, Springer, vol. 23(3), pages 531-542, June.
    28. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.

  5. Obal, Michael & Kunz, Werner, 2016. "Cross-cultural differences in uses of online experts," Journal of Business Research, Elsevier, vol. 69(3), pages 1148-1156.

    Cited by:

    1. Zhu, Dong Hong & Deng, Zhong Zhun & Chang, Ya Ping, 2020. "Understanding the influence of submission devices on online consumer reviews:A comparison between smartphones and PCs," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    2. Mukherjee, Debmalya & Kumar, Satish & Mukherjee, Deepraj & Goyal, Kirti, 2022. "Mapping five decades of international business and management research on India: A bibliometric analysis and future directions," Journal of Business Research, Elsevier, vol. 145(C), pages 864-891.
    3. Atiyeh Seifian & Sajjad Shokouhyar & Mohamad Bahrami, 2024. "Exploring customers’ purchasing behavior toward refurbished mobile phones: a cross-cultural opinion mining of amazon reviews," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(11), pages 28131-28159, November.
    4. Gupta, Manjul & Uz, Irem & Esmaeilzadeh, Pouyan & Noboa, Fabrizio & Mahrous, Abeer A. & Kim, Eojina & Miranda, Graça & Tennant, Vanesa M. & Chung, Sean & Azam, Akbar & Peters, Anicia & Iraj, Hamideh &, 2018. "Do cultural norms affect social network behavior inappropriateness? A global study," Journal of Business Research, Elsevier, vol. 85(C), pages 10-22.
    5. Akhmedova, Anna & Marimon, Frederic & Mas-Machuca, Marta, 2020. "Winning strategies for customer loyalty in the sharing economy: A mixed-methods study," Journal of Business Research, Elsevier, vol. 112(C), pages 33-44.
    6. Benedikt M. Brand & Cristopher Siegfried Kopplin & Theresa Maria Rausch, 2022. "Cultural differences in processing online customer reviews: holistic versus analytic thinkers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1039-1060, September.
    7. Kong, Juan & Lou, Chen, 2023. "Do cultural orientations moderate the effect of online review features on review helpfulness? A case study of online movie reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    8. Nadine Schröder & Carsten D. Schultz & Friederike Paetz & Alicja Grzadziel & Melanie Clegg, 2025. "Unraveling the Influence: Exploring the Role of User Generated Content Along the Customer Journey and Understanding Its Relevance for Research and Practice," Schmalenbach Journal of Business Research, Springer, vol. 77(3), pages 457-496, September.
    9. Kraemer, Tobias & Weiger, Welf H. & Heidenreich, Sven, 2025. "Do all stars shine the same? Investigating the nonlinear effects of user and critic reviews on video game sales," Journal of Business Research, Elsevier, vol. 188(C).

  6. Kunz, Werner & Seshadri, Sukanya, 2015. "From virtual travelers to real friends: Relationship-building insights from an online travel community," Journal of Business Research, Elsevier, vol. 68(9), pages 1822-1828.

    Cited by:

    1. Fakfare, Pipatpong & Promsivapallop, Pornpisanu & Manosuthi, Noppadol, 2023. "Applying integrated generalized structured component analysis to explore tourists' benefit consideration and choice confidence toward travel appscape," Technological Forecasting and Social Change, Elsevier, vol. 188(C).
    2. Lili Geng & Yufei Li & Yongji Xue, 2022. "Will the Interest Triggered by Virtual Reality (VR) Turn into Intention to Travel (VR vs. Corporeal)? The Moderating Effects of Customer Segmentation," Sustainability, MDPI, vol. 14(12), pages 1-20, June.
    3. Franke, Claudia & Groeppel-Klein, Andrea, 2024. "The role of psychological distance and construal level in explaining the effectiveness of human-like vs. cartoon-like virtual influencers," Journal of Business Research, Elsevier, vol. 185(C).
    4. Rohit, Sudeep & Ranjan, Kumar Rakesh & Shainesh, G., 2025. "Service marketing mix and customer engagement: A meta-analysis," Journal of Business Research, Elsevier, vol. 194(C).
    5. Diptiman Banerji & Ramendra Singh & Prashant Mishra, 2020. "Friendships in marketing: a taxonomy and future research directions," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 223-243, December.
    6. Zhang, Yin & Lu, Baozhou & Zheng, Haidong, 2020. "Can buzzing bring business? Social interactions, network centrality and sales performance: An empirical study on business-to-business communities," Journal of Business Research, Elsevier, vol. 112(C), pages 170-189.
    7. Estela Marine-Roig & Eva Martin-Fuentes & Natalia Daries-Ramon, 2017. "User-Generated Social Media Events in Tourism," Sustainability, MDPI, vol. 9(12), pages 1-23, December.
    8. Luo, Nuan & Zhang, Mingli & Hu, Mu & Wang, Yu, 2016. "How community interactions contribute to harmonious community relationships and customers’ identification in online brand community," International Journal of Information Management, Elsevier, vol. 36(5), pages 673-685.
    9. Jingxuan Liang & Lu Zhao & Sunbowen Zhang & Lu Lu, 2025. "How Does Immersive Technology Drive Real Tourism? Technology Acceptance and Cultural Foundation," SAGE Open, , vol. 15(2), pages 21582440251, April.
    10. Pies, Ingo & Hielscher, Stefan & Everding, Sebastian, 2020. "Do hybrids impede sustainability? How semantic reorientations and governance reforms can produce and preserve sustainability in sharing business models," Journal of Business Research, Elsevier, vol. 115(C), pages 174-185.
    11. Wenkun Zhang & Yanan Wang & Tao Zhang & Jinhua Chu, 2022. "Live-streaming community interaction effects on travel intention: the mediation role of sense of community and swift-guanxi," Information Technology & Tourism, Springer, vol. 24(4), pages 485-509, December.
    12. Luis Manuel Cerdá Suárez & Jesús Perán López & Belén Cambronero Saiz, 2020. "The Influence of Heuristic judgments in Social Media on Corporate Reputation: A Study in Spanish Leader Companies," Sustainability, MDPI, vol. 12(4), pages 1-17, February.

  7. Kunz, Werner & Schmitt, Bernd & Meyer, Anton, 2011. "How does perceived firm innovativeness affect the consumer?," Journal of Business Research, Elsevier, vol. 64(8), pages 816-822, August.

    Cited by:

    1. Martin Meißner & Michelle D. Haurand & Christian Stummer, 2017. "With A Little Help From My Customers: The Influence Of Customer Empowerment On Consumers’ Perceptions Of Well-Established Brands," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(06), pages 1-28, August.
    2. Zheng, Xiaoyun & Miao, Murong & Zhang, Lu & Huang, Li, 2024. "Standing out or fitting in? How perceived autonomy affects virtual influencer marketing outcomes," Journal of Business Research, Elsevier, vol. 185(C).
    3. Pecot, Fabien & Merchant, Altaf, 2022. "Why and when is older better? The role of brand heritage and of the product category in the evaluation of brand longevity," Journal of Business Research, Elsevier, vol. 140(C), pages 533-545.
    4. Pilawa, Joanna & Witell, Lars & Valtakoski, Aku & Kristensson, Per, 2022. "Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    5. Duong, Nam Tien, 2026. "Does sustainability knowledge deepen emotional bonds? A study of creative branding in social commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 89(PA).
    6. Quach, Sara & Thaichon, Park & Hewege, Chandana, 2020. "Triadic relationship between customers, service providers and government in a highly regulated industry," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    7. Yonni Angel Cuero-Acosta & Marelby Amado-Mateus & Daniel Ricardo Torralba Barreto & Suelen Emilia Castiblanco-Moreno, 2023. "Reputation based on internal capabilities: The case of small enterprises within the Colombian orange economy," PLOS ONE, Public Library of Science, vol. 18(6), pages 1-23, June.
    8. Wang, Zhiqiang & Chen, Xiaoli & Zhang, Shanshan & Yin, Ying & Zhao, Xiande, 2022. "The impact of political ties on firm innovativeness: Testing a mediation and moderation model," Journal of Business Research, Elsevier, vol. 144(C), pages 523-534.
    9. Chandrasapth, Koblarp & Yannopoulou, Natalia & Schoefer, Klaus & Liu, Martin J., 2022. "A multimodal discourse-mythological approach to understanding brand-based conflicts in online consumer communities: The case of Samsung vs. Huawei," Journal of Business Research, Elsevier, vol. 144(C), pages 1103-1120.
    10. Efrat, Kalanit & Asseraf, Yoel, 2019. "A shift in perspective? The role of emotional branding in shaping born globals’ performance," International Business Review, Elsevier, vol. 28(6), pages 1-1.
    11. Ghanbarpour, Tohid & Gustafsson, Anders, 2022. "How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis," Journal of Business Research, Elsevier, vol. 140(C), pages 471-481.
    12. Jacobsen, Lina Fogt & Frank, Darius-Aurel & Søndergaard, Helle Alsted & Peschel, Anne Odile, 2025. "From diversity to distinction: Exploring the role of diversity and inclusion related to consumer perceptions of company innovativeness and attractiveness," Journal of Business Research, Elsevier, vol. 189(C).
    13. Díaz-Chao, Ángel & Sainz-González, Jorge & Torrent-Sellens, Joan, 2015. "ICT, innovation, and firm productivity: New evidence from small local firms," Journal of Business Research, Elsevier, vol. 68(7), pages 1439-1444.
    14. Anderson, Kelley Cours & Laverie, Debra A., 2022. "In the consumers’ eye: A mixed-method approach to understanding how VR-Content influences unbranded product quality perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    15. Kassemeier, Roland & Haumann, Till & Güntürkün, Pascal, 2022. "Whether, when, and why functional company characteristics engender customer satisfaction and customer-company identification: The role of self-definitional needs," International Journal of Research in Marketing, Elsevier, vol. 39(3), pages 699-723.
    16. Ibrahim Mutambik, 2023. "Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia," Sustainability, MDPI, vol. 15(14), pages 1-20, July.
    17. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
    18. Waheed Kareem Abdul, 2018. "How do consumers react to price reduction of innovative products? An empirical investigation of price fairness perceptions of past purchase," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 17(4), pages 276-290, August.
    19. Taylor, Alex & Carlson, Jamie & Liao, Yi-Chuan & Rahman, Mohammad M., 2023. "Customer engagement and sharing behaviors: Toward a contingent curvilinear perspective," Journal of Business Research, Elsevier, vol. 154(C).
    20. Lin, Chiu Hui & Wu, Chih-Wen & Cheng, Yi-Han, 2015. "The empirical study of consumers' loyalty for display technology," Journal of Business Research, Elsevier, vol. 68(11), pages 2260-2265.
    21. Chen-Yu Lin & David Marshall & John Dawson, 2013. "How Does Perceived Convenience Retailer Innovativeness Create Value for the Customer?," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 12(2), pages 171-179, December.
    22. Wei, Chuang & Liu, Maggie Wenjing & Hung, Iris, 2025. "The color gradation effect: How boundlessness shapes brand attribute judgments," International Journal of Research in Marketing, Elsevier, vol. 42(4), pages 1343-1358.
    23. Richard Huaman-Ramirez & Noël Albert & Dwight Merunka, 2019. "Are global brands trustworthy? The role of brand affect, brand innovativeness, and consumer ethnocentrism," Post-Print hal-02118515, HAL.
    24. Christian Linder & Sven Seidenstricker, 2017. "Does The Supplier Affects Consumers’ Product Performance Expectations? An Analysis About The Innovativeness Perception," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(01), pages 1-27, January.
    25. Grewal, Dhruv & Kroschke, Mirja & Mende, Martin & Roggeveen, Anne L. & Scott, Maura L., 2020. "Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 9-25.
    26. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    27. Crosby, Lawrence A. & Ghanbarpour, Tohid, 2023. "The Drucker intangibles measurement system: An academic perspective," Journal of Business Research, Elsevier, vol. 155(PB).
    28. Linder, Christian & Seidenstricker, Sven, 2018. "How does a component from a supplier with high reputation for product innovation improve the perception of a final offering? A process perspective," European Management Journal, Elsevier, vol. 36(2), pages 288-299.
    29. Tan Vo-Thanh & Mustafeed Zaman & Trung Dam-Huy Thai & Rajibul Hasan & Dagnachew Leta Senbeto, 2024. "Perceived customer journey innovativeness and customer satisfaction: a mixed-method approach," Annals of Operations Research, Springer, vol. 333(2), pages 1019-1044, February.
    30. Zarantonello, Lia & Jedidi, Kamel & Schmitt, Bernd H., 2013. "Functional and experiential routes to persuasion: An analysis of advertising in emerging versus developed markets," International Journal of Research in Marketing, Elsevier, vol. 30(1), pages 46-56.
    31. Yousif Elsamani & Cristian Mejia & Yuya Kajikawa, 2023. "Employee well-being and innovativeness: A multi-level conceptual framework based on citation network analysis and data mining techniques," PLOS ONE, Public Library of Science, vol. 18(1), pages 1-38, January.
    32. Jacobs, Nele & Swoboda, Bernhard, 2023. "The role of national institutions in the effects of consumers’ perceived customer orientation and firm innovativeness," International Business Review, Elsevier, vol. 32(5).
    33. Ashish Kumar Rathore & Santanu Das & P. Vigneswara Ilavarasan, 2018. "Social Media Data Inputs in Product Design: Case of a Smartphone," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 19(3), pages 255-272, September.
    34. Sooyoung Choi & Young-joo Ahn & Insin Kim, 2020. "The Roles of Perceived Innovativeness in Creating Visitors’ Citizenship Behaviors at an International Game Exhibition," Sustainability, MDPI, vol. 12(12), pages 1-18, June.
    35. Kurtmollaiev, Seidali & Lervik-Olsen, Line & Andreassen, Tor W., 2022. "Competing through innovation: Let the customer judge!," Journal of Business Research, Elsevier, vol. 153(C), pages 87-101.
    36. McLeay, Fraser & Olya, Hossein & Liu, Hongfei & Jayawardhena, Chanaka & Dennis, Charles, 2022. "A multi-analytical approach to studying customers motivations to use innovative totally autonomous vehicles," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    37. Ramzi El-Haddadeh, 0. "Digital Innovation Dynamics Influence on Organisational Adoption: The Case of Cloud Computing Services," Information Systems Frontiers, Springer, vol. 0, pages 1-15.
    38. Kunz, Werner & Seshadri, Sukanya, 2015. "From virtual travelers to real friends: Relationship-building insights from an online travel community," Journal of Business Research, Elsevier, vol. 68(9), pages 1822-1828.
    39. Joonhyeong Joseph Kim & Insin Kim, 2018. "Entrepreneurial Marketing and Airline-Cause Sponsorship Congruence: Passenger Sponsorship Response to US-Based Full-Service Airlines," Sustainability, MDPI, vol. 10(7), pages 1-20, July.
    40. Lin, Chen-Yu, 2015. "Conceptualizing and measuring consumer perceptions of retailer innovativeness in Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 33-41.
    41. van Riel, Allard C.R. & Andreassen, Tor W. & Lervik-Olsen, Line & Zhang, Lu & Mithas, Sunil & Heinonen, Kristina, 2021. "A customer-centric five actor model for sustainability and service innovation," Journal of Business Research, Elsevier, vol. 136(C), pages 389-401.
    42. Ibrahim Abosag & David Ross Brennan, 2017. "Understanding marketing innovativeness in Asia: a research agenda," Asian Business & Management, Palgrave Macmillan, vol. 16(4), pages 212-225, December.
    43. Chang Joseph W. & White D. Steven, 2017. "The adverse effects of inferior innovations," Management & Marketing, Sciendo, vol. 12(3), pages 361-375, September.
    44. Agnieszka Karman & Viktor Prokop & Carlo Giglio & Fazal Ur Rehman, 2024. "Has the Covid‐19 pandemic jeopardized firms' environmental behavior? Bridging green initiatives and firm value through the triple bottom line approach," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(1), pages 375-395, January.
    45. Shams, Rahil & Brown, Mark & Alpert, Frank, 2020. "A model and empirical test of evolving consumer perceived brand innovativeness and its two-way relationship with consumer perceived product innovativeness," Australasian marketing journal, Elsevier, vol. 28(4), pages 171-180.
    46. Sirdeshmukh, Deepak & Ahmad, Norita B. & Khan, M. Sajid & Ashill, Nicholas J., 2018. "Drivers of user loyalty intention and commitment to a search engine: An exploratory study," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 71-81.
    47. Giacomo Tollo & Joseph Andria & Stoyan Tanev & Sara Ghilardi, 2024. "Integrating the gender dimension to disclose the degree of businesses’ articulation of innovation," Journal of Computational Social Science, Springer, vol. 7(1), pages 87-123, April.
    48. Syed Shujaat Ali Shah & Zia Khan, 2021. "Creating advocates: understanding the roles of CSR and firm innovativeness," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 95-106, June.
    49. Vaquero Martín, María, 2021. "Communicating new product development openness – The impact on consumer perceptions and intentions," European Management Journal, Elsevier, vol. 39(6), pages 802-815.
    50. Jacobs, Nele & Swoboda, Bernhard, 2025. "How perceived stakeholder orientations affect consumers’ perceived firm innovativeness across nations," Journal of Business Research, Elsevier, vol. 189(C).
    51. Aisyah Shafira Maharani & Anas Hidayat, 2023. "The influence of brand innovativeness and quality affect consumer perceived value: the role of symbolic brand qualities as mediating," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(4), pages 15-32, June.
    52. Hubert, Marco & Florack, Arnd & Gattringer, Rafael & Eberhardt, Tim & Enkel, Ellen & Kenning, Peter, 2017. "Flag up! – Flagship products as important drivers of perceived brand innovativeness," Journal of Business Research, Elsevier, vol. 71(C), pages 154-163.
    53. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    54. Evila Piva & Silvia Stroe, 2023. "New ventures fighting the war for talents: the impact of product innovativeness and entrepreneurs’ passion on applicant attraction," Small Business Economics, Springer, vol. 61(3), pages 1133-1159, October.
    55. Ramzi El-Haddadeh, 2020. "Digital Innovation Dynamics Influence on Organisational Adoption: The Case of Cloud Computing Services," Information Systems Frontiers, Springer, vol. 22(4), pages 985-999, August.
    56. Kör, Burcu & Wakkee, Ingrid & van der Sijde, Peter, 2021. "How to promote managers’ innovative behavior at work: Individual factors and perceptions," Technovation, Elsevier, vol. 99(C).
    57. Gaia Rubera & Ahmet H. Kirca, 2017. "You gotta serve somebody: the effects of firm innovation on customer satisfaction and firm value," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 741-761, September.
    58. Nuša Basle, 2023. "Evaluating Gastronomic Destination Competitiveness through Upscale Gastronomy," Sustainability, MDPI, vol. 15(14), pages 1-36, July.

  8. Werner Kunz, 2007. "Visualization of competitive market structure by means of choice data," Computational Statistics, Springer, vol. 22(4), pages 521-531, December.
    See citations under working paper version above.

Chapters

    Sorry, no citations of chapters recorded.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.