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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

Understanding the effects of the presence of others in the service environment : a literature review

Albrecht, Kathrin - In: Journal of business market management : JBM 9 (2016) 1, pp. 541-563

Sharing the same service environment leads to direct and indirect interactions between customers that can either enhance or damage a customer's service experience. Especially in situations where customers are observing complaint situations of others, negative effects can be transmitted to the...

Persistent link: https://www.econbiz.de/10011525925

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

Explaining social exchanges in information-based online communities (IBOCs)

Benoit, Sabine; Bilstein, Nicola; Hogreve, Jens; … - In: Journal of service management 27 (2016) 4, pp. 460-480

Persistent link: https://www.econbiz.de/10011563614

Overcoming vulnerability : channel design strategies to alleviate vulnerability perceptions in customer journeys

Wünderlich, Nancy V.; Hogreve, Jens; Chowdhury, Ilma Nur; … - In: Journal of business research : JBR 116 (2020), pp. 377-386

Persistent link: https://www.econbiz.de/10012257627

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

Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors

Mandl, Leonhard; Hogreve, Jens - In: Journal of business research : JBR 107 (2020), pp. 130-137

Persistent link: https://www.econbiz.de/10012156727

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

Wechselverhalten von Stromkunden

Pezoldt, Kerstin; Gelbrich, Katja; Wesselmann, Alexander - In: Kundenintegration und Kundenbindung : wie Unternehmen …, (pp. 193-204). 2009

Persistent link: https://www.econbiz.de/10003832583

A meta-analysis of organizational complaint handling and customer responses

Gelbrich, Katja; Roschk, Holger - In: Journal of service research : JSR 14 (2011) 1, pp. 24-43

Persistent link: https://www.econbiz.de/10008826888