Blättern nach Zeitschriften

2023

• 

  

  Hogreve, Jens ; Hübner, Alexander ; Dobmeier, Mirjam:
  Optimizing Service Productivity with Substitutable and Limited Resources.
  In: Journal of service research : JSR. 27 (8. November 2023) 4. - S. 543-558. - 16 S.
  ISSN 1094-6705 ; 1552-7379
  10.1177/10946705231213118
  (Peer-Review-Journal)

2022

• 

  

  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)

2021

• 

  

  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)

2019

• 

  

  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)

2017

• 

  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)

2015

• 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)

2014

• 

  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)

2011

• 

  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)

2009

• 

  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)