FACHARTIKEL

• Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention, in: Electronic Markets, Vol. 32, Issue 4, S. 2491–2505, 2022 (zusammen mit M. Schwede, M. Hammerschmidt und W. Weiger), Impact Factor: 6,017


• Trust me, I’m a bot – Repercussions of chatbot disclosure in different service frontline settings, in: Journal of Service Management, Vol. 33, Issue 2, p. 221-245, 2022 (zusammen mit W. Weiger und M. Hammerschmidt), Impact Factor: 11,768

KONFERENZBEITRÄGE

• Can Chatbots Be Persuasive? How to Boost the Effectiveness of Chatbot Recommendations for Increasing Purchase Intention, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 56, 2023 (zusammen mit M. Schwede, M. Hammerschmidt, N. von Schnakenburg)


• AI-informed Transformative Service Research – Deploying AI Agents to Empower Vulnerable Consumers, in: Proceedings of AIRSI 2022 – Technologies 4.0 in Tourism, Services & Marketing, S. 171-174, 2022 (zusammen mit M. Hammerschmidt und W. Weiger)


• AI and the Vulnerable, in: Proceedings of the Pacific Asia Conference on Information Systems (PACIS), 2022 (zusammen mit M. Hammerschmidt und W. Weiger)


• Claim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 55, 2022 (zusammen mit M. Schwede, W. Weiger und M. Hammerschmidt)


• That's so Embarrassing! When not to Design for Social Presence in Human-Chatbot Interactions, in: Proceedings of the International Conference on Information Systems (ICIS), Vol. 42, 2021 (zusammen mit W. Weiger und M. Hammerschmidt)


• Resolving the Chatbot Disclosure Dilemma: Leveraging Selective Self-Presentation to Mitigate the Negative Effect of Chatbot Disclosure, in: Proceedings of the Hawaii International Conference on System Sciences, Vol. 54, p. 2916-2923, 2021 (zusammen mit W. Weiger und M. Hammerschmidt)


• The Chatbot Disclosure Dilemma: Desirable and Undesirable Effects of Disclosing the Non-Human Identity of Chatbots, in: Proceedings of the International Conference on Information Systems (ICIS), Vol. 41, 2020 (zusammen mit W. Weiger und M. Hammerschmidt)