Veröffentlichungen "Mandl, Leonhard"

2020

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  Mandl, Leonhard ; Hogreve, Jens:
  Buffering Effects of Brand Community Identification in Service Failures : the Role of Customer Citizenship Behaviors.
  In: Journal of business research : JBR. 107 (2020). - S. 130-137.
  ISSN 0148-2963
  10.1016/j.jbusres.2018.09.008
  (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

• 

  

  Mandl, Leonhard:
  New perspectives on customer experience in service recovery.
  Eichstätt ; Ingolstadt, 2017
  urn:nbn:de:bvb:824-opus4-3991
  (Dissertation, 2017, Katholische Universität Eichstätt-Ingolstadt)
• 

  Hogreve, Jens ; Bilstein, Nicola ; Mandl, Leonhard:
  Unveiling the Recovery Time Zone of Tolerance: When Time Matters in Service Recovery.
  In: Journal of the Academy of Marketing Science. 45 (2017). - S. 866-883.
  ISSN 0092-0703
  10.1007/s11747-017-0544-7
  (Peer-Review-Journal)
• Mandl, Leonhard:
  Customer conflict styles in service recovery : an empirical analysis.
  In: Büttgen, Marion (Hrsg.): Beiträge zur Dienstleistungsforschung 2016. - Wiesbaden : Springer Gabler, 2017. - S. 97-113. - (Fokus Dienstleistungsmarketing)
  ISBN 978-3-658-16463-8 ; 978-3-658-16464-5

2016

• Hogreve, Jens ; Mandl, Leonhard ; Bilstein, Nicola:
  The Role of Time in Service Recovery – How the Time to Recover a Service Failure and Relationship Strength Affect Customers’ Compensation Expectations.
  In: Conference Proceedings SERVSIG Conference 2016. - Maastricht, 2016
  ISBN 978-90-825680-0-4
  (Begutachteter Beitrag / peer-reviewed paper)
• Hogreve, Jens ; Mandl, Leonhard ; Bilstein, Nicola:
  New versus Steady Customers - Relationship Length as Moderator of the Relation Between Response Time and Customers’ Compensation Expectations.
  In: Proceedings of 2016 AMA Winter Marketing Educators’ Conference, February 26-28, 2016, Las Vegas, Nevada, USA. - s.I., 2016
  (Begutachteter Beitrag / peer-reviewed paper)

2015

• Hogreve, Jens ; Bilstein, Nicola ; Mandl, Leonhard:
  Because I'm worth it : how customer status and timeliness affect compensation expectations in service recovery.
  2015
  Veranstaltung: 24th Annual Frontiers in Service Conference, 09.-12.07.2015, San José, USA.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)