UMass Boston

Research

related research of the lab fellows:

  • Jochen Wirtz, Werner H. Kunz, Nicole Hartley, James Tarbit (2023): Corporate digital responsibility at the dawn of the digital service revolution, Journal of Service Research, Vol. 25 (forthcoming) [impact factor 2021: 10.05, 4 star, A* in ABDC]
  • Victoria-Sophie Osburg, Vignesh Yoganathan, Werner Kunz, Shlomo Tarba (2022): Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services, Journal of Service Research, Vol. 25 (forthcoming) [impact factor 2021: 10.05, 4 star, A* in ABDC]
  • Jochen Wirtz, James Tarbit, Nicole Hartley, Werner Kunz (2022): Corporate digital responsibility: Dealing with ethical, privacy and fairness challenges of AI, Journal of AI, Robotics & Workplace Automation, Vol 4 No. 1, 325–328
  • Arne De Keyser, Werner Kunz (2022): “Living and Working with Service Robots: A TCCM Analysis and Considerations for Future Research", Journal of Service Management, Vol. 33 No 2, 165-196, [impact factor 2021: 9.45]
  • Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz (2022): “Service Robots, Agency, and Embarrassing Service Encounters”, Journal of Service Management, Vol. 33 No 2, 389-414 [impact factor 2021: 9.45]
  • 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, Vol. 85, Aug, 104309 [4-star, impact factor 2021: 12.87, #5 in Management]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, 597-607. [impact factor 2021: 9.45]
  • 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, 597-607. [impact factor 2021: 9.45]
  • Vinh Lu, Jochen Wirtz, Werner Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, 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, 30, 3, 361-391 (Best Paper of the Volume) [impact factor 2021: 4.54]
  • 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 [impact factor 2021: 5.24]
  • Wirtz, Jochen, Paul Patterson, Werner Kunz, Thorsten Gruber, Vinh Lu, Stephanie Paluch, and Antje Martins (2018): Brave New World: Service Robots in the Front Line, Journal of Service Management, Vol. 29, 5, pp. 907-931 [impact factor 2021: 9.45] (Highly Commended Award for 2018, Finalist Best Service Article 2018)
  • Larivière, Bart; David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich, Arne De Keyser (2017): “Service Encounter 2.0”: An Investigation into The Roles of Technology, Employees and Customers, Journal of Business Research, Vol. 779, Oct, pp. 238-246 30 [impact factor 2021: 10.96]
  • Werner Kunz, Lerzan Aksoy, Yakov Bart, Kristina Heinonen, Sertan Kabadayi, Francisco Villaroel Ordenes, Marianna Sigala, David Diaz, Babis Theodoulidis (2017): Customer Engagement in a Big Data World, Journal of Services Marketing, Vol. 31, 2, pp. 161-171 [impact factor 2021: 5.24] (Highly Commended Award for 2017)
  • Anderl, Eva; Schumann, Jan Hendrik; Kunz, Werner (2016): Helping Firms Reduce Complexity in Multichannel Online Data: A New Taxonomy-Based Approach for Customer Journeys, Journal of Retailing, Vol. 91, 2, pp. 185-203 [impact factor 2021: 11.19, 4 star, A* in ABDC]
  • Tomas Falk, Werner Kunz, Jereon Schepers, Alexander Mrozek (2016): How Mobile Payment Influences - the Overall Store Price Image, Journal of Business Research, Vol. 69, 7, pp. 2417-2423 [impact factor 2021: 10.96]
  • Pagoto, Sherry, Molly E. Waring, Christine N. May, Eric Ding, Werner Kunz, Rashelle Hayes, Jessica L. Oleski (2015): Adapting Behavioral Interventions for Social Media Delivery, Journal of Medical Internet Research (accepted for publication) [impact: 4.5, #6 in Health Care Science]  
  • Jurui Zhang, Yong Liu and Yubo Chen, "Social Learning in Networks of Friends versus Strangers," Marketing Science, Vol. 34, No. 4, July–August 2015, pp. 573–589.
  • Anderl, Eva; Schumann, Jan Hendrik; Kunz, Werner (2015): Helping Firms Reduce Complexity in Multichannel Online Data: A New Taxonomy-Based Approach for Customer Journeys, Journal of Retailing, (accepted for publication) [4 star, A*]
  • Tomas Falk, Werner Kunz, Jereon Schepers, Alexander Mrozek (2015): How Mobile Payment Influences - the Overall Store Price Image, Journal of Business Research, (forthcoming) [4 star]
  • Sadasivam R, Rocheleau M, Baquis K, Stahl H, Kinney RL, Pagoto SL, Houston TK. (2015) An Observational Study of Social/Emotional Support in Smoking Cessation Twitter Accounts. Journal of Medical Internet Research. 2015
  • Walsh, Gianfranco; Albrecht, Arne K.; Kunz, Werner; Hofacker, Charles F. (2015). Relationship between Online Retailers’ Reputation and Product Returns. British Journal of Management, (forthcoming) [4 star]
  • Breitsohl, Jan; Kunz,Werner; Dowell, David (2015): Does the host match the content? A taxonomical update on online consumption communities, Journal of Marketing Management, (accepted for publication) [A in ABDC 2013]
  • Obal; Mike; Kunz, Werner (2015): Cross-Cultural Differences in the Usage of Online Experts: The Influence of Power Distance and Individualism, Journal of Business Research (accepted for publication) [A in ABDC 2013]
  • Kunz, Werner & Seshadri, Sukanya (2015): From Virtual Travelers to Real Friends: Relationship Building Insights from an Online Travel Community, Journal of Business Research, 9, Vol. 68, pp. 1822-1828 [A in ABDC 2013]
  • Munzel, Andreas, & Kunz, Werner H. (2014). Creators, Multipliers, And Lurkers: Who Contributes And Who Benefits At Online Review Sites. Journal of Service Management, 1, Vol. 25, pp. 49 - 74 [A in ABDC 2013] (Highly Commended Award for 2015)
  • Pagoto, S, Schneider, KL., Evans, M, Waring, M., Appelhans, B., Busch, AM., Whited, MC.,  Thind, H., Ziedonis, M. Tweeting it off: Characteristics of adults who tweet about a weight loss attempt. Journal of the American Medical Informatics Association. 2014, 21(6), 1032-7. PubMed PMID:24928175.
  • Boudreaux, E., Waring, M., Hayes, R., Sadasivam, R, Mullen, S., & Pagoto, S. Evaluating and selecting mobile health apps: Strategies for healthcare providers and healthcare organizations. Translational Behavioral Medicine. 2014 Sept 24:1-9.
  • Larivière, Bart, Joosten, Herm., Malthouse, Ed C., Van Birgelen, Marc, Aksoy, Pelin,  Kunz, Werner, Huang, Ming-H. (2013): Value Fusion: The Blending of Consumer and Firm Value in the Distinct Context of Mobile Technologies and Social Media, Journal of Service Management, 3, Vol 24, pp. 268-293 [A in ABDC 2013] (Highly Commended Award for 2013)
  • Obal, Mike & Kunz, Werner (2013). Trust development in e-services: a cohort analysis of Millennials and Baby Boomers. Journal of Service Management, 1, Vol. 24, pp. 45-63. [A in ABDC 2013]
  • Jahn, Benedikt; Kunz, Werner (2012): Transforming Users into Fans – How Fan Pages Influence the Consumer-Brand Relationship, Journal of Service Management, 3, Vol. 23, pp. 344-361 [A in the ABDC 2013]
  • Jurui Zhang, Yubo Chen and Yong Liu (2012): When Do Third-party Product Reviews Affect Firm Value and What Can Firms Do? The Case of Media Critics and Professional Movie Reviews,", Journal of Marketing, March 2012, Vol. 76, No. 2 pp. 116-134.

 

Digital Media Lab

McCormack Hall, 5th Floor, Room 213 100 Morrissey Blvd.
Boston, MA 02125 USA
617.287.5000

 

The Digital Media Lab is affiliated with UMass Boston's College of Management.