Nancy J. Sirianni
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“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
B Larivière, D Bowen, TW Andreassen, W Kunz, NJ Sirianni, C Voss, ...
Journal of business research 79, 238-246, 2017
Small details that make big differences: A radical approach to consumption experience as a firm's differentiating strategy
RN Bolton, A Gustafsson, J McColl-Kennedy, NJ Sirianni, KT David
Journal of Service Management, 2014
Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning
NJ Sirianni, MJ Bitner, SW Brown, N Mandel
Journal of Marketing, 2013
Touch versus tech: When technology functions as a barrier or a benefit to service encounters
M Giebelhausen, SG Robinson, NJ Sirianni, MK Brady
Journal of Marketing 78 (4), 113-124, 2014
Truly, Madly, Deeply: Consumers in the Throes of Material Possession Love
JL Lastovicka, NJ Sirianni
Journal of Consumer Research 38 (2), 323-342, 2011
The Secret to True Service Innovation
LA Bettencourt, SW Brown, NJ Sirianni
Business Horizons 56 (1), 13-22, 2013
Shopping under the influence of curiosity: How retailers use mystery to drive purchase motivation
KM Hill, PW Fombelle, NJ Sirianni
Journal of Business Research 69 (3), 1028-1034, 2016
The Abercrombie & Fitch effect: The impact of physical dominance on male customers' status-signaling consumption
T Otterbring, C Ringler, NJ Sirianni, A Gustafsson
Journal of Marketing Research 55 (1), 69-79, 2018
Beyond country image favorability: How brand positioning via country personality stereotypes enhances brand evaluations
P Magnusson, SA Westjohn, NJ Sirianni
Journal of International Business Studies 50 (3), 318-338, 2019
Building the Bottom Line by Developing the Frontline: Career Development for Service Employees
DW Jackson Jr, NJ Sirianni
Business Horizons 52 (3), 279-287, 2009
Emotional convergence in service relationships: the shared frontline experience of customers and employees
AR Zablah, NJ Sirianni, D Korschun, DD Gremler, SE Beatty
Journal of Service Research 20 (1), 76-90, 2017
Conducting service research that matters
A Gustafsson, L Aksoy, MK Brady, JR McColl-Kennedy, NJ Sirianni, ...
Journal of Services Marketing, 2015
Fitting Restaurant Service Style to Brand Image for Greater Customer Satisfaction
MD Giebelhausen, E Chan, NJ Sirianni
Cornell Hospitality Report 16 (9), 3-10, 2016
Look but don’t touch! The impact of active interpersonal haptic blocking on compensatory touch and purchase behavior
C Ringler, NJ Sirianni, A Gustafsson, J Peck
Journal of Retailing 95 (4), 186-203, 2019
Let them all eat cake: Providing VIP services without the cost of exclusion for non-VIP customers
PW Fombelle, NJ Sirianni, NJ Goldstein, RB Cialdini
Journal of Business Research 68 (9), 1987-1996, 2015
The influence of service employee characteristics on customer choice and post-choice satisfaction
NJ Sirianni, I Castro-Nelson, AC Morales, GJ Fitzsimons
ACR North American Advances, 2009
Understanding Consumer Perceptions of Service Employee Authenticity
NJ Sirianni, MJ Bitner
QUIS 12, 2-5, 2011
The Power of Consequential Product Sounds
C Ringler, NJ Sirianni, B Christenson
Journal of Retailing 97 (2), 288-300, 2021
Entering consumption: A greeter at the store entrance positively influences customers' spending, satisfaction, and employee perceptions
T Otterbring, C Ringler, NJ Sirianni, A Gustafsson
ACR North American Advances, 2013
Beloved Material Possessions: Ends or Means?
JL Lastovicka, NJ Sirianni
The Routledge Companion to Identity and Consumption, 52-62, 2013
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