Veröffentlichungen "Mandl, Leonhard"

Artikel

• 
  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. Bd. 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. Bd. 22 (2019) Heft 4. - S. 421-439.
  ISSN 1094-6705 ; 1552-7379
  doi.org/10.1177/1094670519851871
  (Peer-Review-Journal)
• 
  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. (25. Mai 2017).
  ISSN 0092-0703
  (Peer-Review-Journal)

Aufsatz in einem Buch

• 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)

Hochschulschrift

• 
  Mandl, Leonhard:
  New perspectives on customer experience in service recovery [cumulative dissertation].
  2017
  (Dissertation, 2017, Katholische Universität Eichstätt-Ingolstadt)

Veranstaltungsbeitrag (unveröffentlicht)

• 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)