Blut, Markus

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

E-Service Quality: Development of a Hierarchical Model

Blut, M. (2016) · Journal of Retailing

Customer Service Quality and LoyaltyTechnology Adoption and User Behaviour

Cited by 328

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

E-Service Quality: A Meta-Analytic Review

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015) · Journal of Retailing

Customer Service Quality and LoyaltyTechnology Adoption and User Behaviour

Cited by 65

Testing the performance of online recommendation agents: A meta-analysis

Blut, M., Ghiassaleh, A., & Wang, C. (2023) · Journal of Retailing

Recommender Systems and TechniquesAI in Service Interactions

Cited by 31

How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis

Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015) · International Journal of Research in Marketing

Customer Service Quality and LoyaltyConsumer Market Behavior and Pricing

Cited by 21

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