---
_id: '65596'
author:
- first_name: Philipp
  full_name: Hansmeier, Philipp
  id: '55603'
  last_name: Hansmeier
- first_name: Philipp
  full_name: zur Heiden, Philipp
  id: '64394'
  last_name: zur Heiden
citation:
  ama: 'Hansmeier P, zur Heiden P. Towards a Service Ecosystem Perspective on Customer
    Experience: Insights from Hybrid (Online-Offline) Customer Journeys. <i>Behaviour
    &#38; Information Technology</i>. Published online 2026:1-30. doi:<a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>'
  apa: 'Hansmeier, P., &#38; zur Heiden, P. (2026). Towards a Service Ecosystem Perspective
    on Customer Experience: Insights from Hybrid (Online-Offline) Customer Journeys.
    <i>Behaviour &#38; Information Technology</i>, 1–30. <a href="https://doi.org/10.1080/0144929x.2026.2666280">https://doi.org/10.1080/0144929x.2026.2666280</a>'
  bibtex: '@article{Hansmeier_zur Heiden_2026, title={Towards a Service Ecosystem
    Perspective on Customer Experience: Insights from Hybrid (Online-Offline) Customer
    Journeys}, DOI={<a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>},
    journal={Behaviour &#38; Information Technology}, publisher={Informa UK Limited},
    author={Hansmeier, Philipp and zur Heiden, Philipp}, year={2026}, pages={1–30}
    }'
  chicago: 'Hansmeier, Philipp, and Philipp zur Heiden. “Towards a Service Ecosystem
    Perspective on Customer Experience: Insights from Hybrid (Online-Offline) Customer
    Journeys.” <i>Behaviour &#38; Information Technology</i>, 2026, 1–30. <a href="https://doi.org/10.1080/0144929x.2026.2666280">https://doi.org/10.1080/0144929x.2026.2666280</a>.'
  ieee: 'P. Hansmeier and P. zur Heiden, “Towards a Service Ecosystem Perspective
    on Customer Experience: Insights from Hybrid (Online-Offline) Customer Journeys,”
    <i>Behaviour &#38; Information Technology</i>, pp. 1–30, 2026, doi: <a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>.'
  mla: 'Hansmeier, Philipp, and Philipp zur Heiden. “Towards a Service Ecosystem Perspective
    on Customer Experience: Insights from Hybrid (Online-Offline) Customer Journeys.”
    <i>Behaviour &#38; Information Technology</i>, Informa UK Limited, 2026, pp. 1–30,
    doi:<a href="https://doi.org/10.1080/0144929x.2026.2666280">10.1080/0144929x.2026.2666280</a>.'
  short: P. Hansmeier, P. zur Heiden, Behaviour &#38; Information Technology (2026)
    1–30.
date_created: 2026-05-09T14:31:59Z
date_updated: 2026-05-09T14:47:23Z
doi: 10.1080/0144929x.2026.2666280
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: https://www.tandfonline.com/doi/full/10.1080/0144929X.2026.2666280
oa: '1'
page: 1-30
publication: Behaviour & Information Technology
publication_identifier:
  issn:
  - 0144-929X
  - 1362-3001
publication_status: published
publisher: Informa UK Limited
status: public
title: 'Towards a Service Ecosystem Perspective on Customer Experience: Insights from
  Hybrid (Online-Offline) Customer Journeys'
type: journal_article
user_id: '55603'
year: '2026'
...
---
_id: '61819'
author:
- first_name: Jörg
  full_name: Papenkordt, Jörg
  id: '44648'
  last_name: Papenkordt
- first_name: Axel-Cyrille
  full_name: Ngonga Ngomo, Axel-Cyrille
  id: '65716'
  last_name: Ngonga Ngomo
- first_name: Kirsten
  full_name: Thommes, Kirsten
  id: '72497'
  last_name: Thommes
citation:
  ama: Papenkordt J, Ngonga Ngomo A-C, Thommes K. Are numerical or verbal explanations
    of AI the key to appropriate user reliance and error detection? <i>Behaviour &#38;amp;
    Information Technology</i>. Published online 2025:1-22. doi:<a href="https://doi.org/10.1080/0144929x.2025.2568928">10.1080/0144929x.2025.2568928</a>
  apa: Papenkordt, J., Ngonga Ngomo, A.-C., &#38; Thommes, K. (2025). Are numerical
    or verbal explanations of AI the key to appropriate user reliance and error detection?
    <i>Behaviour &#38;amp; Information Technology</i>, 1–22. <a href="https://doi.org/10.1080/0144929x.2025.2568928">https://doi.org/10.1080/0144929x.2025.2568928</a>
  bibtex: '@article{Papenkordt_Ngonga Ngomo_Thommes_2025, title={Are numerical or
    verbal explanations of AI the key to appropriate user reliance and error detection?},
    DOI={<a href="https://doi.org/10.1080/0144929x.2025.2568928">10.1080/0144929x.2025.2568928</a>},
    journal={Behaviour &#38;amp; Information Technology}, publisher={Informa UK Limited},
    author={Papenkordt, Jörg and Ngonga Ngomo, Axel-Cyrille and Thommes, Kirsten},
    year={2025}, pages={1–22} }'
  chicago: Papenkordt, Jörg, Axel-Cyrille Ngonga Ngomo, and Kirsten Thommes. “Are
    Numerical or Verbal Explanations of AI the Key to Appropriate User Reliance and
    Error Detection?” <i>Behaviour &#38;amp; Information Technology</i>, 2025, 1–22.
    <a href="https://doi.org/10.1080/0144929x.2025.2568928">https://doi.org/10.1080/0144929x.2025.2568928</a>.
  ieee: 'J. Papenkordt, A.-C. Ngonga Ngomo, and K. Thommes, “Are numerical or verbal
    explanations of AI the key to appropriate user reliance and error detection?,”
    <i>Behaviour &#38;amp; Information Technology</i>, pp. 1–22, 2025, doi: <a href="https://doi.org/10.1080/0144929x.2025.2568928">10.1080/0144929x.2025.2568928</a>.'
  mla: Papenkordt, Jörg, et al. “Are Numerical or Verbal Explanations of AI the Key
    to Appropriate User Reliance and Error Detection?” <i>Behaviour &#38;amp; Information
    Technology</i>, Informa UK Limited, 2025, pp. 1–22, doi:<a href="https://doi.org/10.1080/0144929x.2025.2568928">10.1080/0144929x.2025.2568928</a>.
  short: J. Papenkordt, A.-C. Ngonga Ngomo, K. Thommes, Behaviour &#38;amp; Information
    Technology (2025) 1–22.
date_created: 2025-10-13T13:33:14Z
date_updated: 2025-10-14T06:12:07Z
department:
- _id: '178'
- _id: '184'
doi: 10.1080/0144929x.2025.2568928
language:
- iso: eng
page: 1-22
project:
- _id: '113'
  name: TRR 318 - Subproject A3
- _id: '810'
  name: arbeitswelt + - KI für die Arbeitswelt des industriellen Mittelstands
publication: Behaviour &amp; Information Technology
publication_identifier:
  issn:
  - 0144-929X
  - 1362-3001
publication_status: published
publisher: Informa UK Limited
status: public
title: Are numerical or verbal explanations of AI the key to appropriate user reliance
  and error detection?
type: journal_article
user_id: '72497'
year: '2025'
...
---
_id: '30218'
author:
- first_name: Outi
  full_name: Tuisku, Outi
  last_name: Tuisku
- first_name: Rose-Marie
  full_name: Johansson-Pajala, Rose-Marie
  last_name: Johansson-Pajala
- first_name: Julia Amelie
  full_name: Hoppe, Julia Amelie
  id: '73093'
  last_name: Hoppe
- first_name: Satu
  full_name: Pekkarinen, Satu
  last_name: Pekkarinen
- first_name: Lea
  full_name: Hennala, Lea
  last_name: Hennala
- first_name: Kirsten
  full_name: Thommes, Kirsten
  id: '72497'
  last_name: Thommes
- first_name: Christine
  full_name: Gustafsson, Christine
  last_name: Gustafsson
- first_name: Helinä
  full_name: Melkas, Helinä
  last_name: Melkas
citation:
  ama: Tuisku O, Johansson-Pajala R-M, Hoppe JA, et al. Assistant nurses and orientation
    to care robot use in three European countries. <i>Behaviour &#38; Information
    Technology</i>. Published online 2022:1-17. doi:<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>
  apa: Tuisku, O., Johansson-Pajala, R.-M., Hoppe, J. A., Pekkarinen, S., Hennala,
    L., Thommes, K., Gustafsson, C., &#38; Melkas, H. (2022). Assistant nurses and
    orientation to care robot use in three European countries. <i>Behaviour &#38;
    Information Technology</i>, 1–17. <a href="https://doi.org/10.1080/0144929x.2022.2042736">https://doi.org/10.1080/0144929x.2022.2042736</a>
  bibtex: '@article{Tuisku_Johansson-Pajala_Hoppe_Pekkarinen_Hennala_Thommes_Gustafsson_Melkas_2022,
    title={Assistant nurses and orientation to care robot use in three European countries},
    DOI={<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>},
    journal={Behaviour &#38; Information Technology}, publisher={Informa UK Limited},
    author={Tuisku, Outi and Johansson-Pajala, Rose-Marie and Hoppe, Julia Amelie
    and Pekkarinen, Satu and Hennala, Lea and Thommes, Kirsten and Gustafsson, Christine
    and Melkas, Helinä}, year={2022}, pages={1–17} }'
  chicago: Tuisku, Outi, Rose-Marie Johansson-Pajala, Julia Amelie Hoppe, Satu Pekkarinen,
    Lea Hennala, Kirsten Thommes, Christine Gustafsson, and Helinä Melkas. “Assistant
    Nurses and Orientation to Care Robot Use in Three European Countries.” <i>Behaviour
    &#38; Information Technology</i>, 2022, 1–17. <a href="https://doi.org/10.1080/0144929x.2022.2042736">https://doi.org/10.1080/0144929x.2022.2042736</a>.
  ieee: 'O. Tuisku <i>et al.</i>, “Assistant nurses and orientation to care robot
    use in three European countries,” <i>Behaviour &#38; Information Technology</i>,
    pp. 1–17, 2022, doi: <a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>.'
  mla: Tuisku, Outi, et al. “Assistant Nurses and Orientation to Care Robot Use in
    Three European Countries.” <i>Behaviour &#38; Information Technology</i>, Informa
    UK Limited, 2022, pp. 1–17, doi:<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>.
  short: O. Tuisku, R.-M. Johansson-Pajala, J.A. Hoppe, S. Pekkarinen, L. Hennala,
    K. Thommes, C. Gustafsson, H. Melkas, Behaviour &#38; Information Technology (2022)
    1–17.
date_created: 2022-03-09T12:47:19Z
date_updated: 2023-01-09T14:05:23Z
doi: 10.1080/0144929x.2022.2042736
keyword:
- Human-Computer Interaction
- General Social Sciences
- Arts and Humanities (miscellaneous)
- Developmental and Educational Psychology
language:
- iso: eng
page: 1-17
project:
- _id: '46'
  grant_number: 16SV7954
  name: 'ORIENT: Use of care robots in welfare services: New models for effective
    orientation'
publication: Behaviour & Information Technology
publication_identifier:
  issn:
  - 0144-929X
  - 1362-3001
publication_status: published
publisher: Informa UK Limited
quality_controlled: '1'
status: public
title: Assistant nurses and orientation to care robot use in three European countries
type: journal_article
user_id: '72497'
year: '2022'
...
---
_id: '51210'
author:
- first_name: Outi
  full_name: Tuisku, Outi
  last_name: Tuisku
- first_name: Rose-Marie
  full_name: Johansson-Pajala, Rose-Marie
  last_name: Johansson-Pajala
- first_name: Julia Amelie
  full_name: Hoppe, Julia Amelie
  id: '73093'
  last_name: Hoppe
- first_name: Satu
  full_name: Pekkarinen, Satu
  last_name: Pekkarinen
- first_name: Lea
  full_name: Hennala, Lea
  last_name: Hennala
- first_name: Kirsten
  full_name: Thommes, Kirsten
  id: '72497'
  last_name: Thommes
- first_name: Christine
  full_name: Gustafsson, Christine
  last_name: Gustafsson
- first_name: Helinä
  full_name: Melkas, Helinä
  last_name: Melkas
citation:
  ama: Tuisku O, Johansson-Pajala R-M, Hoppe JA, et al. Assistant nurses and orientation
    to care robot use in three European countries. <i>Behaviour &#38;amp; Information
    Technology</i>. 2022;42(6):758-774. doi:<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>
  apa: Tuisku, O., Johansson-Pajala, R.-M., Hoppe, J. A., Pekkarinen, S., Hennala,
    L., Thommes, K., Gustafsson, C., &#38; Melkas, H. (2022). Assistant nurses and
    orientation to care robot use in three European countries. <i>Behaviour &#38;amp;
    Information Technology</i>, <i>42</i>(6), 758–774. <a href="https://doi.org/10.1080/0144929x.2022.2042736">https://doi.org/10.1080/0144929x.2022.2042736</a>
  bibtex: '@article{Tuisku_Johansson-Pajala_Hoppe_Pekkarinen_Hennala_Thommes_Gustafsson_Melkas_2022,
    title={Assistant nurses and orientation to care robot use in three European countries},
    volume={42}, DOI={<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>},
    number={6}, journal={Behaviour &#38;amp; Information Technology}, publisher={Informa
    UK Limited}, author={Tuisku, Outi and Johansson-Pajala, Rose-Marie and Hoppe,
    Julia Amelie and Pekkarinen, Satu and Hennala, Lea and Thommes, Kirsten and Gustafsson,
    Christine and Melkas, Helinä}, year={2022}, pages={758–774} }'
  chicago: 'Tuisku, Outi, Rose-Marie Johansson-Pajala, Julia Amelie Hoppe, Satu Pekkarinen,
    Lea Hennala, Kirsten Thommes, Christine Gustafsson, and Helinä Melkas. “Assistant
    Nurses and Orientation to Care Robot Use in Three European Countries.” <i>Behaviour
    &#38;amp; Information Technology</i> 42, no. 6 (2022): 758–74. <a href="https://doi.org/10.1080/0144929x.2022.2042736">https://doi.org/10.1080/0144929x.2022.2042736</a>.'
  ieee: 'O. Tuisku <i>et al.</i>, “Assistant nurses and orientation to care robot
    use in three European countries,” <i>Behaviour &#38;amp; Information Technology</i>,
    vol. 42, no. 6, pp. 758–774, 2022, doi: <a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>.'
  mla: Tuisku, Outi, et al. “Assistant Nurses and Orientation to Care Robot Use in
    Three European Countries.” <i>Behaviour &#38;amp; Information Technology</i>,
    vol. 42, no. 6, Informa UK Limited, 2022, pp. 758–74, doi:<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>.
  short: O. Tuisku, R.-M. Johansson-Pajala, J.A. Hoppe, S. Pekkarinen, L. Hennala,
    K. Thommes, C. Gustafsson, H. Melkas, Behaviour &#38;amp; Information Technology
    42 (2022) 758–774.
date_created: 2024-02-07T09:27:12Z
date_updated: 2024-02-07T09:27:31Z
department:
- _id: '178'
- _id: '184'
doi: 10.1080/0144929x.2022.2042736
intvolume: '        42'
issue: '6'
keyword:
- Human-Computer Interaction
- General Social Sciences
- Arts and Humanities (miscellaneous)
- Developmental and Educational Psychology
language:
- iso: eng
page: 758-774
publication: Behaviour &amp; Information Technology
publication_identifier:
  issn:
  - 0144-929X
  - 1362-3001
publication_status: published
publisher: Informa UK Limited
status: public
title: Assistant nurses and orientation to care robot use in three European countries
type: journal_article
user_id: '72497'
volume: 42
year: '2022'
...
---
_id: '63778'
author:
- first_name: Outi
  full_name: Tuisku, Outi
  last_name: Tuisku
- first_name: Rose-Marie
  full_name: Johansson-Pajala, Rose-Marie
  last_name: Johansson-Pajala
- first_name: Julia Amelie
  full_name: Hoppe, Julia Amelie
  id: '73093'
  last_name: Hoppe
- first_name: Satu
  full_name: Pekkarinen, Satu
  last_name: Pekkarinen
- first_name: Lea
  full_name: Hennala, Lea
  last_name: Hennala
- first_name: Kirsten
  full_name: Thommes, Kirsten
  id: '72497'
  last_name: Thommes
- first_name: Christine
  full_name: Gustafsson, Christine
  last_name: Gustafsson
- first_name: Helinä
  full_name: Melkas, Helinä
  last_name: Melkas
citation:
  ama: Tuisku O, Johansson-Pajala R-M, Hoppe JA, et al. Assistant nurses and orientation
    to care robot use in three European countries. <i>Behaviour &#38;amp; Information
    Technology</i>. 2022;42(6):758-774. doi:<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>
  apa: Tuisku, O., Johansson-Pajala, R.-M., Hoppe, J. A., Pekkarinen, S., Hennala,
    L., Thommes, K., Gustafsson, C., &#38; Melkas, H. (2022). Assistant nurses and
    orientation to care robot use in three European countries. <i>Behaviour &#38;amp;
    Information Technology</i>, <i>42</i>(6), 758–774. <a href="https://doi.org/10.1080/0144929x.2022.2042736">https://doi.org/10.1080/0144929x.2022.2042736</a>
  bibtex: '@article{Tuisku_Johansson-Pajala_Hoppe_Pekkarinen_Hennala_Thommes_Gustafsson_Melkas_2022,
    title={Assistant nurses and orientation to care robot use in three European countries},
    volume={42}, DOI={<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>},
    number={6}, journal={Behaviour &#38;amp; Information Technology}, publisher={Informa
    UK Limited}, author={Tuisku, Outi and Johansson-Pajala, Rose-Marie and Hoppe,
    Julia Amelie and Pekkarinen, Satu and Hennala, Lea and Thommes, Kirsten and Gustafsson,
    Christine and Melkas, Helinä}, year={2022}, pages={758–774} }'
  chicago: 'Tuisku, Outi, Rose-Marie Johansson-Pajala, Julia Amelie Hoppe, Satu Pekkarinen,
    Lea Hennala, Kirsten Thommes, Christine Gustafsson, and Helinä Melkas. “Assistant
    Nurses and Orientation to Care Robot Use in Three European Countries.” <i>Behaviour
    &#38;amp; Information Technology</i> 42, no. 6 (2022): 758–74. <a href="https://doi.org/10.1080/0144929x.2022.2042736">https://doi.org/10.1080/0144929x.2022.2042736</a>.'
  ieee: 'O. Tuisku <i>et al.</i>, “Assistant nurses and orientation to care robot
    use in three European countries,” <i>Behaviour &#38;amp; Information Technology</i>,
    vol. 42, no. 6, pp. 758–774, 2022, doi: <a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>.'
  mla: Tuisku, Outi, et al. “Assistant Nurses and Orientation to Care Robot Use in
    Three European Countries.” <i>Behaviour &#38;amp; Information Technology</i>,
    vol. 42, no. 6, Informa UK Limited, 2022, pp. 758–74, doi:<a href="https://doi.org/10.1080/0144929x.2022.2042736">10.1080/0144929x.2022.2042736</a>.
  short: O. Tuisku, R.-M. Johansson-Pajala, J.A. Hoppe, S. Pekkarinen, L. Hennala,
    K. Thommes, C. Gustafsson, H. Melkas, Behaviour &#38;amp; Information Technology
    42 (2022) 758–774.
date_created: 2026-01-28T09:48:50Z
date_updated: 2026-01-28T09:49:05Z
department:
- _id: '178'
- _id: '184'
doi: 10.1080/0144929x.2022.2042736
intvolume: '        42'
issue: '6'
language:
- iso: eng
page: 758-774
publication: Behaviour &amp; Information Technology
publication_identifier:
  issn:
  - 0144-929X
  - 1362-3001
publication_status: published
publisher: Informa UK Limited
status: public
title: Assistant nurses and orientation to care robot use in three European countries
type: journal_article
user_id: '72497'
volume: 42
year: '2022'
...