Forschungsprojekt
Consequences of Customer Co-Production in Reactive and Proactive Service Recovery

2019

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  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)

2018

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  Bilstein, Nicola:
  The moderating effect of customers’ willingness to participate in service recovery and its impacting factors - An empirical analysis.
  In: Journal of service management research : SMR. 2 (2018) 3. - S. 17-29.
  ISSN 2511-8676
  10.15358/2511-8676-2018-3-17
  (Peer-Review-Journal)

2017

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  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)

2016

• Bilstein, Nicola:
  The Meaning of Situational Factors for Customer Participation in Service Recovery – A Qualitative Analysis.
  In: Conference Proceedings SERVSIG Conference 2016. - Maastricht, 2016
  ISBN 978-90-825680-0-4
  (Begutachteter Beitrag / peer-reviewed paper)
• Bilstein, Nicola ; Fylek, Lisa:
  The Mismatch between Customer Expectations and Service Provider Practices in Co-produced Service Recovery Processes.
  In: Proceedings of the 25th Annual Frontiers in Service Conference, June 23-26, 2016, Bergen, Norway. - Bergen, 2016
  (Begutachteter Beitrag / peer-reviewed paper)
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  Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens:
  Thank You For Your Helping Hand! : Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure.
  In: Advances in customer research. 44 (2016). - S. 65-69.
  ISSN 0098-9258