Forschungsprojekt
Service Failure & Recovery, Customer Complaint Behavior

2012

• Hogreve, Jens ; Jerger, Christina:
  Analyzing Customers’ Gut Feelings when Recovering Multiple Deviations.
  In: Mickelsson, Jacob ; Helkkula, Anu (Hrsg.): Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9 2012. - Helsinki : Hanken School of Economics, 2012
  ISBN 978-952-232-170-1

2010

• Garnefeld, Ina ; Münkhoff, Eva ; Hogreve, Jens ; Eggert, Andreas:
  Effects of Customer Referral Programs on Dissatisfied Customers - Does Money Make them Lie?
  In: "Marketing 2010 : Strategies and Solutions for a Tumultuous Economy" - AMA Winter Marketing Educators' Conference. - New Orleans, USA, 2010
• Muenkhoff, Eva ; Garnefeld, Ina ; Hogreve, Jens ; Eggert, Andreas:
  Referral Reward Programs: A Means for Service Recovery?
  In: Proceedings of 18th International Colloquium in Relationship Marketing, Henley Business School, University of Reading, Sept 27th to 30th, 2010. - Reading, 2010