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Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens; Bilstein, Nicola; Mandl, Leonhard - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
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"New perspectives on customer experience in service recovery"
Mandl, Leonhard - 2017
Persistent link: https://www.econbiz.de/10011782523
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When the whole world is listening : an exploratory investigation of individual complaints on social media platforms
Hogreve, Jens; Eller, Tönnjes Freerk; Firmhofer, Nikola - In: Dienstleistungsmanagement und Social Media : …, (pp. 515-540). 2013
Persistent link: https://www.econbiz.de/10009756193
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Do service guarantees guarantee greater market value?
Meyer, Jeffrey; Gremler, Dwayne D.; Hogreve, Jens - In: Journal of service research : JSR 17 (2014) 2, pp. 150-163
Persistent link: https://www.econbiz.de/10010356832
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Understanding money-back guarantees : cognitive, affective, and behavioral outcomes
Suwelack, Thomas; Hogreve, Jens; Hoyer, Wayne D. - In: Journal of retailing 87 (2011) 4, pp. 462-478
Persistent link: https://www.econbiz.de/10009423196
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Mit Dienstleistungsgarantien zur Service Excellence
Fließ, Sabine; Hogreve, Jens - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 235-254). 2007
Persistent link: https://www.econbiz.de/10003595918
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Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens; Bilstein, Nicola; Hörner, Kathrin Brigitte - In: Journal of service research 22 (2019) 4, pp. 421-439
Persistent link: https://www.econbiz.de/10012128049