Blättern nach Zeitschriften

Yoganathan, Vignesh ; Osburg, Victoria-Sophie ; Janakiraman, Narayan:
Lending Legitimacy to Corporate Digital Responsibility : Trust in Firm Versus Government Regulation of Artificial Intelligence Services.
In: Journal of service research : JSR. (25. Juni 2025).
ISSN 1094-6705 ; 1552-7379
10.1177/10946705251345097
(Peer-Review-Journal)

Grégoire, Yany ; Gelbrich, Katja ; Orsingher, Chiara ; Van Vaerenbergh, Yves:
Breaking The Mold : Redefining Service Failure and Recovery.
In: Journal of service research : JSR. 28 (2025) 3. - S. 375-381.
ISSN 1094-6705 ; 1552-7379
10.1177/10946705251341513
(Peer-Review-Journal)

Yoganathan, Vignesh ; Osburg, Victoria-Sophie ; Fronzetti Colladon, Andrea ; Charles, Vincent ; Toporowski, Waldemar:
Societal Attitudes Toward Service Robots : Adore, Abhor, Ignore, or Unsure?
In: Journal of service research : JSR. 28 (2025) 1. - S. 93-111.
ISSN 1094-6705 ; 1552-7379
10.1177/10946705241295841
(Peer-Review-Journal)

Hogreve, Jens ; Hübner, Alexander ; Dobmeier, Mirjam:
Optimizing Service Productivity with Substitutable and Limited Resources.
In: Journal of service research : JSR. 27 (2024) 4. - S. 543-558.
ISSN 1094-6705 ; 1552-7379
10.1177/10946705231213118
(Peer-Review-Journal)

Osburg, Victoria-Sophie ; Yoganathan, Vignesh ; Kunz, Werner H. ; Tarba, Shlomo:
Can (A)I Give You a Ride? : Development and Validation of the CRUISE Framework for Autonomous Vehicle Services.
In: Journal of service research : JSR. 25 (2022) 4. - S. 630-648.
ISSN 1094-6705 ; 1552-7379
10.1177/10946705221118233
(Peer-Review-Journal)

Hogreve, Jens ; Iseke, Anja ; Derfuss, Klaus G.:
The Service-Profit Chain : Reflections, Revisions, and Reimaginations.
In: Journal of service research : JSR. 25 (2022) 3. - S. 460-477.
ISSN 1094-6705 ; 1552-7379
10.1177/10946705211052410
(Peer-Review-Journal)

Gäthke, Jana ; Gelbrich, Katja ; Chen, Shan:
A Cross-National Service Strategy to Manage Product Returns : E-tailers' Return Policies and the Legitimating Role of the Institutional Environment.
In: Journal of service research : JSR. (22. Februar 2021). - 20 S.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670521989440
(Peer-Review-Journal)

Nazifi, Amin ; Gelbrich, Katja ; Grégoire, Yany ; Koch, Sebastian ; El-Manstrly, Dahlia ; Wirtz, Jochen:
Proactive Handling of Flight Overbooking : How to Reduce Negative eWOM and the Costs of Bumping Customers.
In: Journal of service research : JSR. 24 (2021) 2. - S. 206-225.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670520933683
(Peer-Review-Journal)

McLeay, Fraser ; Osburg, Victoria-Sophie ; Yoganathan, Vignesh ; Patterson, Anthony:
Replaced by a Robot : Service Implications in the Age of the Machine.
In: Journal of service research : JSR. 24 (2021) 1. - S. 104-121.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670520933354
(Peer-Review-Journal)

Hogreve, Jens ; Bilstein, Nicola ; Mandl, Leonhard:
Service Recovery on Stage : Effects of Social Media Recovery on Virtually Present Others.
In: Journal of service research : JSR. 22 (2019) 4. - S. 421-439.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670519851871
(Peer-Review-Journal)

Roschk, Holger ; Gelbrich, Katja:
Compensation Revisited : A Social Resource Theory Perspective on Offering a Monetary Resource After a Service Failure.
In: Journal of service research : JSR. 20 (2017) 4. - S. 393-408.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670517716333
(Peer-Review-Journal)

Jerger, Christina ; Wirtz, Jochen:
Service Employee Responses to Angry Customer Complaints : The Roles of Customer Status and Service Climate.
In: Journal of service research : JSR. 20 (2017) 4. - S. 362-378.
ISSN 1094-6705 ; 1552-7379
10.1177/1094670517728339
(Peer-Review-Journal)

Gelbrich, Katja ; Gäthke, Jana ; Grégoire, Yany:
How Much Compensation Should a Firm Offer for a Flawed Service? : An Examination of Non-Linear Effects of Compensation on Satisfaction.
In: Journal of service research : JSR. 18 (2015) 1. - S. 107-123.
ISSN 1094-6705 ; 1552-7379
(Peer-Review-Journal)

Meyer, Jeff ; Gremler, Dwayne D. ; Hogreve, Jens:
Do Service Guarantees Guarantee Greater Market Value?
In: Journal of service research : JSR. 17 (2014) 2. - S. 150-163.
ISSN 1094-6705 ; 1552-7379
(Peer-Review-Journal)

Gelbrich, Katja ; Roschk, Holger:
Identifying Appropriate Compensation Types for Service Failures: A Meta-analytic and Experimental Analysis.
In: Journal of service research : JSR. 17 (2014) 2. - S. 195-211.
ISSN 1094-6705 ; 1552-7379
(Peer-Review-Journal)

Eggert, Andreas ; Hogreve, Jens ; Ulaga, Wolfgang ; Münkhoff, Eva:
Revenue and Profit Implications of Industrial Service Strategies.
In: Journal of service research : JSR. 17 (2014) 1. - S. 23-39.
ISSN 1094-6705 ; 1552-7379
(Peer-Review-Journal)

Gelbrich, Katja ; Roschk, Holger:
A Meta-Analysis of Organizational Complaint Handling and Customer Responses.
In: Journal of service research : JSR. 14 (2011) 1. - S. 24-43.
ISSN 1094-6705 ; 1552-7379
(Peer-Review-Journal)

Hogreve, Jens ; Gremler, Dwayne D.:
Twenty Years of Service Guarantee Research: A Synthesis.
In: Journal of service research : JSR. 11 (2009) 4. - S. 322-343.
ISSN 1094-6705 ; 1552-7379
(Peer-Review-Journal)