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Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences

Doorn, Jenny van; Mende, Martin; Noble, Stephanie M.; … - In: Journal of service research : JSR 20 (2017) 1, pp. 43-58

Persistent link: https://www.econbiz.de/10011647482

Retail apocalypse or golden opportunity for retail frontline management?

Mende, Martin; Noble, Stephanie M. - In: Journal of retailing 95 (2019) 2, pp. 84-89

Persistent link: https://www.econbiz.de/10012102944

The Fifth Industrial Revolution : how harmonious human-machine collaboration is triggering a retail and service [r]evolution

Noble, Stephanie M.; Mende, Martin; Grewal, Dhruv; … - In: Journal of retailing 98 (2022) 2, pp. 199-208

Persistent link: https://www.econbiz.de/10013364276

The future of artificial intelligence and robotics in the retail and service sector : sketching the field of consumer-robot-experiences : editorial

Noble, Stephanie M.; Mende, Martin - In: Journal of the Academy of Marketing Science 51 (2023) 4, pp. 747-756

Persistent link: https://www.econbiz.de/10014326636

From homo sapiens to homo superior? : wearable robotics as the platform for transhumanist marketing

Mende, Martin; Noble, Stephanie M.; Sugar, Thomas - In: Journal of the Academy of Marketing Science 51 (2023) 4, pp. 757-766

Persistent link: https://www.econbiz.de/10014326639

Strategische Planung im Beschwerdemanagement

Mende, Martin - 2006 - 1. Aufl.

Persistent link: https://www.econbiz.de/10004881110

Strategische Planung im Beschwerdemanagement

Mende, Martin - 2006 - 1. Aufl.

Persistent link: https://www.econbiz.de/10003359352

Zur Unzulänglichkeit des operativen Managementfokus im Beschwerdemanagement : Appell für die Notwendigkeit strategischer Planung

Mende, Martin - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 549-569). 2007

Persistent link: https://www.econbiz.de/10003598029

You want to sell this to me twice!? How perceptions of betrayal may undermine internal product upgrades

Garbas, Janina; Schubach, Sebastian; Mende, Martin; … - In: Journal of the Academy of Marketing Science 51 (2022) 2, pp. 286-309

Physical products (e.g., cars, smartphones) increasingly evolve into dynamic service platforms that allow for customization through fee-based activation of restricted add-on features throughout their lifecycle. The authors refer to this emerging phenomenon as "internal product upgrades". Drawing...

Persistent link: https://www.econbiz.de/10015194325

Improving Financial Inclusion through Communal Financial Orientation : How Financial Service Providers Can Better Engage Consumers in Banking Deserts

Mende, Martin; Salisbury, Linda Court; Nenkov, Gergana Y.; … - In: Journal of Consumer Psychology 30 (2019) 2, pp. 379-391

Persistent link: https://www.econbiz.de/10012083040