Werner H. Kunz

University of Massachusetts

College of Management

M-5-213 – 100 Morrissey Boulevard

Boston, 02125

United States

  • University of Massachusetts

SCHOLARLY PAPERS

27

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SSRN CITATIONS
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Top 21,574

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28

CROSSREF CITATIONS

18

Scholarly Papers (27)

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1.

The Role of Social Media for Luxury-Brands – Motives for Consumer Engagement and Opportunities for Businesses

Number of pages: 12 Posted: 08 Aug 2013
Benedikt Jahn, Werner H. Kunz and Anton Meyer
Ludwig Maximilian University of Munich (LMU), University of Massachusetts and Ludwig Maximilian University of Munich (LMU)
Downloads 1,440 (20,825)
Citation 2

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2.

Toward a Deeper Understanding of Service Marketing: The Past, the Present, and the Future

International Journal of Research in Marketing, Vol. 28, No. 3, 2011
Number of pages: 57 Posted: 19 Mar 2011 Last Revised: 30 Jun 2011
Werner H. Kunz and Jens Hogreve
University of Massachusetts and Catholic University of Eichstaett-Ingolstadt
Downloads 552 (77,947)

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SService marketing, cocitation analysis, research synthesis, research trends, citation networks analysis

3.

Corporate Digital Responsibility at the Dawn of the Digital Service Revolution

Number of pages: 59 Posted: 18 Mar 2021
Jochen Wirtz, Nicole Hartley, Werner H. Kunz, James Tarbit and Jamie Ford
National University of Singapore, University of Queensland, University of Massachusetts, University of Queensland and affiliation not provided to SSRN
Downloads 494 (89,444)
Citation 4

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corporate digital responsibility, artificial intelligence, data, ethics, fairness, privacy

4.

A Brand Like a Friend - The Influence of Customer Engagement with Social Media Brand Pages on Brand Relationships and Loyalty Intentions

Number of pages: 43 Posted: 26 Mar 2014 Last Revised: 13 Jan 2017
Benedikt Jahn and Werner H. Kunz
Ludwig Maximilian University of Munich (LMU) and University of Massachusetts
Downloads 462 (96,830)

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customer engagement, social media, brand page, customer-brand relationship, brand attachment

5.

How to Transform Consumers into Fans of Your Brand

Number of pages: 29 Posted: 08 Aug 2013
Benedikt Jahn and Werner H. Kunz
Ludwig Maximilian University of Munich (LMU) and University of Massachusetts
Downloads 399 (114,920)
Citation 8

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Online services, Brand page, Engagement, Facebook, Customer-brand relationship, Motivation, Consumer behaviour, Brands

6.

Sharing Experiences via Social Media as Integral Part of the Service Experience

Number of pages: 22 Posted: 08 Aug 2013
Andreas Munzel and Werner H. Kunz
University of Strasbourg and University of Massachusetts
Downloads 308 (152,527)
Citation 1

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7.

Consumer Trust in Service Companies: A Multiple Mediating Analysis

Managing Service Quality, Vol. 20, pp. 4-25, 2010
Number of pages: 35 Posted: 08 Jun 2011
Werner H. Kunz and Roland Kantsperger
University of Massachusetts and Ludwig Maximilian University of Munich (LMU)
Downloads 248 (190,231)

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Trust, Customer Satisfaction, Customer Loyalty, Service Industries

8.

Serving in a Social Media World - How to React Online to Negative Word of Mouth

Number of pages: 47 Posted: 14 Jan 2017
Andreas Munzel, Werner H. Kunz and Benedikt Jahn
University of Strasbourg, University of Massachusetts and Ludwig Maximilian University of Munich (LMU)
Downloads 218 (215,216)
Citation 2

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Negative word of mouth, social accounts, new media, attribution of responsibility, response adequacy, trust

9.

How Does Perceived Firm Innovativeness Affect the Consumer?

Journal of Business Research, Vol. 64, 2011
Number of pages: 29 Posted: 08 Jun 2011
Werner H. Kunz, Bernd H. Schmitt and Anton Meyer
University of Massachusetts, Columbia Business School - International Business and Ludwig Maximilian University of Munich (LMU)
Downloads 199 (234,070)
Citation 4

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Perceived Firm Innovativeness, Functional–Cognitive Route, Affective-Experiential Route, Consumer Satisfaction Consumer, Loyalty

10.

Value Fusion: The Blending of Consumer and Firm Value in the Distinct Context of Mobile Technologies and Social Media

Number of pages: 25 Posted: 08 Aug 2013
Bart Lariviere, Herm Joosten, Edward Malthouse, Marcel Van Birgelen, Pelin Aksoy, Werner H. Kunz and Ming-Hui Huang
Department of Management, Innovation and Entrepreneurship, Ghent University, Radboud University Nijmegen - Institute for Management Research, Northwestern University, Radboud University Nijmegen - Institute for Management Research, George Mason University, University of Massachusetts and National Taiwan University - College of Management
Downloads 168 (271,557)
Citation 1

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Value Fusion, Mobile Technologies, Firm Value, Customer Value, Experiential Value, Customer Lifetime Value, Customer Engagement Value, Social Media

11.

Service Robots, Agency, and Embarrassing Service Encounters

Number of pages: 51 Posted: 24 Jul 2021
Valentina Pitardi, Jochen Wirtz, Stefanie Paluch and Werner H. Kunz
University of Portsmouth, National University of Singapore, RWTH Aachen University and University of Massachusetts
Downloads 140 (315,302)

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Service robots, artificial intelligence, agency, embarrassment, service encounter

12.

Creators, Multipliers, and Lurkers: Who Contributes and Who Benefits at Online Review Sites

Number of pages: 38 Posted: 08 Aug 2013
Andreas Munzel and Werner H. Kunz
University of Strasbourg and University of Massachusetts
Downloads 135 (324,339)
Citation 2

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electronic word-of-mouth, social capital, social exchange theory, motives, latent profile analysis

13.

From Virtual Travelers to Real Friends: Relationship Building Insights from an Online Travel Community

Number of pages: 27 Posted: 08 Aug 2013
Werner H. Kunz and Sukanya Seshadri
University of Massachusetts and University of Massachusetts Boston
Downloads 129 (335,682)
Citation 1

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online travel community, tourism, social networks, social media, couch surfing

14.

Living and Working with Service Robots: A TCCM Analysis and Considerations for Future Research

De Keyser, A. and Kunz, W. H. (2022), “Living and Working with Service Robots: A TCCM Analysis and Considerations for Future Research”, Journal of Service Management, Forthcoming.
Number of pages: 60 Posted: 19 Feb 2022
Arne De Keyser and Werner H. Kunz
EDHEC Business School and University of Massachusetts
Downloads 124 (345,617)

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Service robots, robotics, AI, artificial intelligence, service encounter, chatbot, conversational agent

15.

How to Master the Challenges of Service Mass Customization - A Persona-Based Approach

HANDBOOK OF RESEARCH IN MASS CUSTOMIZATION AND PERSONALIZATION, Forthcoming
Number of pages: 23 Posted: 20 May 2010 Last Revised: 07 Aug 2013
Werner H. Kunz and Michael Haas
University of Massachusetts and A.T. Kearney GmbH
Downloads 110 (376,488)

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Mass Customization, Personalization, Engineer-to-Order, Open Innovation, User Co-Creation, Modularity, Platform Design, Customer Centricity

16.

Customer Engagement in a Big Data World

Journal of Services Marketing (Forthcoming) , Northeastern U. D’Amore-McKim School of Business Research Paper No. 2897945, Gabelli School of Business, Fordham University Research Paper No. 2897945
Number of pages: 11 Posted: 13 Jan 2017 Last Revised: 22 Jul 2021
Werner H. Kunz, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villaroel Ordenes, Marianna Sigala, David Diaz and Babis Theodoulidis
University of Massachusetts, Fordham University - Gabelli School of Business, Northeastern University - D'Amore-McKim School of Business, Hanken School of Economics, Fordham University - Gabelli School of Business, University of Massachusetts Amherst - Department of Marketing, University of South Australia - School of Management, Universidad de Chile - Escuela de Economia y Negocios and affiliation not provided to SSRN
Downloads 95 (415,777)
Citation 2

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Customer engagement, Big Data, value creation, data-driven engagement

17.

Cross-Cultural Differences in the Usage of Online Experts: The Influence of Power Distance and Individualism

Number of pages: 26 Posted: 19 Apr 2013
Michael Obal and Werner H. Kunz
University of Massachusetts Lowell and University of Massachusetts
Downloads 88 (436,290)

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reviewer expertise, cross cultural, online reviewer, reliance on reviewer advice, perceived risk, power distance, individualism, e-commerce

18.

Trust Development in E-Services: A Cohort Analysis of Millennials and Baby Boomers

Number of pages: 34 Posted: 08 Aug 2013
Michael Obal and Werner H. Kunz
University of Massachusetts Lowell and University of Massachusetts
Downloads 80 (461,822)

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Online trust, e-Services, Generational cohorts, Millennials, Baby Boomers, e-tailers

19.

Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?

Lu, Vinh Nhat, Jochen Wirtz, Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, and Paul Patterson (2020), “Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?” Journal of Service Theory and Practice, forthcoming.
Number of pages: 47 Posted: 18 Mar 2021
Vinh Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins and Paul Patterson
The Australian National University, National University of Singapore, University of Massachusetts, RWTH Aachen University, Loughborough University, affiliation not provided to SSRN and affiliation not provided to SSRN
Downloads 59 (542,517)
Citation 2

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service robots, artificial intelligence, AI, literature analysis, customers, service employees

20.

Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications

Vignesh Yoganathan, Victoria-Sophie Osburg, Werner H. Kunz, Waldemar Toporowski (2021): Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications, Tourism Management 85, 1-16
Number of pages: 48 Posted: 18 Mar 2021
Vignesh Yoganathan, Victoria-Sophie Osburg, Werner H. Kunz and Waldemar Toporowski
University of Sheffield, Hull University Business School (HUBS), University of Massachusetts and University of Goettingen (Göttingen)
Downloads 53 (570,081)

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Service robots; social presence; social cognition; technology readiness; anthropomorphism

21.

Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services

Osburg, V.; Yoganathan, V.; Kunz, W. H.; Tarba, S. (2022): Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services, Vol 25., Forthcoming
Number of pages: 49 Posted: 22 Jul 2022
Victoria-Sophie Osburg, Vignesh Yoganathan, Werner H. Kunz and Shlomo Tarba
Hull University Business School (HUBS), University of Sheffield, University of Massachusetts and University of Birmingham
Downloads 29 (708,209)

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artificial intelligence, service automation, driverless car, emotions, segmentation

22.

After the Revolution – New Opportunities for Service Research in a Digital World

Werner Kunz, Gianfranco Walsh (2020): After the Revolution – New Opportunities for Service Research in a Digital World, Journal of Service Management, Vol. 31 No. 3, (forthcoming)
Number of pages: 19 Posted: 18 Mar 2021
Werner H. Kunz and Gianfranco Walsh
University of Massachusetts and University of Koblenz-Landau
Downloads 27 (722,347)

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Digital Media, Social Media, Mobile, Transformation, Technology, Smart, AI

23.

How Online Community Activities Affect Members’ Community Relationships: A Cross-Cultural Comparison of East and West

Kunz, Werner; Liu, Raymond (2014): Towards a Differentiated Understanding of Social Media Usage and Participation Benefits - A Cross-Cultural Comparison between Eastern and Western User, in Bernd Schmitt and Leonard Lee (Eds.), Exploring the Asian Consumer, Society from Consumer Psychology Book Seri
Number of pages: 37 Posted: 26 Mar 2014 Last Revised: 17 Mar 2021
Werner H. Kunz and Raymond Liu
University of Massachusetts and University of Massachusetts Boston - College of Management
Downloads 22 (760,206)

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Online Community, Online Experience, Cross-Cultural, Western-Individualist, Eastern-Collectivistic, Social Networks

24.

Polarities, Axiallities and Marketability of Items

Number of pages: 10 Posted: 08 Aug 2013
Dan Simovici, Paul Fomenky and Werner H. Kunz
University of Massachusetts Boston, University of Massachusetts Boston and University of Massachusetts
Downloads 18 (792,565)

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polarity, axiallity, closure operator, entropy

25.

Future Service Technologies – Is Service Research on Track with Business Reality?

Werner Kunz, Kristina Heinonen, Jos Lemmink (2019): Future Service Technologies – Is Service Research on Track with Business Reality?,” Journal of Services Marketing, Vol. 33, 4, 479-487
Number of pages: 29 Posted: 09 Apr 2021
Werner H. Kunz, Kristina Heinonen and Jos Lemmink
University of Massachusetts, Hanken School of Economics and Maastricht School of Business and Economics
Downloads 12 (845,788)
Citation 1

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26.

The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation

Marie-Christin Papen, Florian U. Siems, Werner H. Kunz (2020): The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation, Journal of Hospitality & Tourism Research, Vol. 44 No. 2, 403–425
Number of pages: 39 Posted: 18 Mar 2021
Marie-Christin Papen, Florian Siems and Werner H. Kunz
Technical University of Dresden, Technical University of Dresden and University of Massachusetts
Downloads 3 (926,392)

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hospitality, service failure, customer relationship, customer engagement, perceived controllability, childhood engagement

27.

Towards a New Service Reality - Human-Robot Collaboration at the Service Frontline

Bo Edvardsson and Bård Tronvoll (Eds.): Handbook of Service Management (forthcoming)
Posted: 10 Mar 2022
Werner H. Kunz, Stefanie Paluch and Jochen Wirtz
University of Massachusetts, RWTH Aachen University and National University of Singapore

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service robots, AI, service revolution, service frontline, self-service technology