Wünderlich, Nancy V.

Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI

Blut, M., Wang, C., Wünderlich, N. V., & Brock, C. (2021) · Journal of the Academy of Marketing Science

AI in Service InteractionsSocial Robot Interaction and HRI

Cited by 1,194

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research

Service and Product InnovationAI in Service Interactions

Cited by 779

Facilitating retail customers’ use of AI-based virtual assistants: A meta-analysis

Blut, M., Wünderlich, N. V., & Brock, C. (2024) · Journal of Retailing

AI in Service InteractionsTechnology Adoption and User Behaviour

Cited by 75

How to use emerging service technologies to enhance customer centricity in business-to-business contexts: A conceptual framework and research agenda

Wünderlich, N. V., Blut, M., Brock, C., Heirati, N., Jensen, M., Paluch, S., Rötzmeier-Keuper, J., & Tóth, Z. (2025) · Journal of Business Research

Service and Product InnovationDigital Innovation in Industries

Cited by 21