Forschungsprojekt
Dienstleistungsgarantien und Zertifikate

Aufsatz in einem Buch

• Hogreve, Jens ; Fließ, Sabine ; Gremler, Dwayne D.:
  Understanding Service Guarantees: How Do They Actually Influence Consumer Behavior?
  In: Proceedings of the American Marketing Association (AMA) SERVSIG International Service Research Conference, Porto, Portugal, June 17-19, 2010. - Porto, 2010
• Hogreve, Jens ; Fließ, Sabine ; Gremler, Dwayne D.:
  Understanding the mechanisms behind service guarantees: Are service guarantees more than a signal of quality?
  In: Edvardsson, Bo ; Stauss, Bernd ; Brown, Stephen W. ; Johnston, Robert (Hrsg.): Proceedings of the 11th International Research Symposium on Service Excellence in Management (QUIS 11). - Wolfsburg, 2009
• Hogreve, Jens ; Gremler, Dwayne D.:
  A Research Synthesis on Service Guarantees: What Do We Know and Where Do We Need to Go?
  In: Proceedings of the 10th International Research Symposium on Service Excellence in Management (QUIS 10). - Orlando, FL, USA : University of Central Florida, Rosen College of Hospitality Management, 2007
  ISBN 9780615144139