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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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Value creation and cost reduction in health care : outcomes of online participation by health-care professionals
Hogreve, Jens; Beierlein, Andrea - In: Journal of service management 34 (2023) 3, pp. 553-579
Persistent link: https://www.econbiz.de/10014338188
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Relative measures in service research
Aksoy, Lerzan; Hogreve, Jens; Lariviere, Bart; … - In: The journal of services marketing 29 (2015) 6/7, pp. 448-452
Persistent link: https://www.econbiz.de/10011418336
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The service-profit chain : a meta-analytic test of a comprehensive theoretical framework
Hogreve, Jens; Iseke, Anja; Derfuß, Klaus; Eller, … - In: Journal of marketing 81 (2017) 3, pp. 41-61
Persistent link: https://www.econbiz.de/10011697835