Gonçalves, Luísa, Lia Patrício,Jorge Grenha Teixeira & Nancy V. Wünderlich (2020): Understanding the Customer Experience with Smart Services. In: Journal of Service Management, forthcoming.

Wünderlich, Nancy V., Anja Iseke & Hürrem Becker-Özcamlica (2020): Branded Employee Behaviour as a Double-Edged Sword: How Perceptions of Service Employees Impact Job Seekers’ Application Intentions. In: Journal of Service Management Research, forthcoming.

Beverungen, Daniel, Dennis Kundisch & Nancy V. Wünderlich (2020):Transforming into a Platform Provider: Strategic Options for Industrial Smart Service Providers. In: Journal of Service Management, forthcoming.

Wünderlich, Nancy V., Jens Hogreve, Ilma Nur Chowdhury, Hannes Fleischer, Sahar Mousavi, Julia Rötzmeier-Keuper & Rui Sousa (2020): Overcoming Vulnerability: Channel Design Strategies to Alleviate Vulnerability Perceptions in Customer Journeys. In: Journal of Business Research, 116, 377-86.

Wünderlich, Nancy V., Anders Gustafsson, Juho Hamari, Petri Parvinen & André Haff (2020): The Great Game of Business: Advancing Knowledge on Gamification in Business Contexts. In: Journal of Business Research, 106, 273-76.

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.

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.

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.

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.