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Nicole Hartley

University of Queensland

St Lucia

Brisbane, Queensland 4072

Australia

SCHOLARLY PAPERS

3

DOWNLOADS

1,289

TOTAL CITATIONS

11

Scholarly Papers (3)

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1.

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 1,034 (54,937)
Citation 11

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

2.

Service Products and Productization

Number of pages: 43 Posted: 28 Jul 2021
Jochen Wirtz, Martin P. Fritze, Elina Jaakkola, Katja Gelbrich and Nicole Hartley
National University of Singapore, Zeppelin University, Turku School of Economics, affiliation not provided to SSRN and University of Queensland
Downloads 248 (317,870)

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Service product, productization, productized service, specification, branding, pricing

3.

Relief Through Digital Modalities: Evaluating Text-Based Chatbots and Voicebots in Service Failures

The University of Auckland Business School Research Paper , European Journal of Marketing, 60(13), 325-352. DOI: 10.1108/EJM-08-2024-0693
Number of pages: 28 Posted: 09 Jun 2026
Mai Nguyen, Luis Arango, Yunen Zhang, Nicole Hartley and Felix Septianto
Griffith University - Griffith Business School, University of Auckland Business School, Jiangxi University of Finance and Economics, University of Queensland and University of Queensland
Downloads 7

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Service failure, AI, Chatbot, Modality, Voicebot