Veröffentlichungen "Mandl, Leonhard"

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)

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)

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

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)

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)