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Publikationen

Die Veröffentlichungen am Lehrstuhl für ABWL und Dienstleistungsmanagement adressieren relevante Fragestellungen in Wissenschaft und Praxis. Unsere Forschungstätigkeit ist international sichtbar, wird regelmäßig auf Konferenzen präsentiert sowie in renommierten referierten Zeitschriften veröffentlicht.

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Veröffentlichungen

Beiträge in referierten Zeitschriften

VHB-JourQual Ranking A+

VHB-JourQual Ranking A

VHB-JourQual Ranking B

VHB-JourQual Ranking C

 VHB-JourQual Ranking E und nicht-gelistete Zeitschriften

 

Beiträge in referierten Tagungsbänden

  • Mandl, L. / Hogreve, J. / Grégoire, Y. (2017). When measuring customer satisfaction is not enough: Challenging post-recovery satisfaction against conflict styles in service recovery, in: Proceedings of the 26th Frontiers in Service Conference, 22.-25. Juni, New York, USA.
  • Baker, T. / Hogreve, J. / Hall, K. L. / Mandl, L. (2017). Reinventing compensation strategies in service recovery, in: Proceedings of the 26th Frontiers in Service Conference, 22.-25. Juni, New York, USA.
  • Matta, S. / Hogreve, J. / Fleischer, H. (2017): It’s a three-dimensional world: Consumers’ stereotypes of service professions affect inferences about service employees’ competence and warmth, in: Proceedings of the 26th Frontiers in Service Conference, 22.-25. Juni, New York, USA.
  • Mandl, L. / Hogreve, J. (2017): Brand community identification as source and protector of co-created service experiences, in: 2017 Winter AMA Conference, Feb 17-19, 2017 Orlando, USA (VHB-JourQual: D) (forthcoming).
  • Mandl, L. / Hogreve, J. (2016): Does a close relationship to your customers reduce unintended effects of service recovery initiatives? - A closer look on the role of relationship strength for the evaluations of varying compensation levels, in: Proceedings of the 24th International Colloquium on Relationship Marketing (ICRM) 2016, Sept 6-9, 2016 Toulouse, Frankreich.
  • Bilstein, N. / Matta, S. M. / Hogreve, J. (2016): Thank You for Your Helping Hand! Ways to Avoid Negative Consequences of Customer Participation in Recovery of Technology Product Failure, in: Special Session on “It's All Around You: The Pervasive Effects of Technology on Consumers' Lives”, in: NA – Advances in Consumer Research, Vol. 44, eds. Page Moreau and Stefano Puntoni, Duluth, MN: Association for Consumer Research, S. 65-69. (VHB-JQ3: C)
  • Hogreve, J. / Mandl, L. (2016): When relationship pays off in service recovery - the role of relationship strength and conflict behavior in assessing the right amount of compensation, in: Proceedings of the 25th Annual Frontiers in Service Conference, Jun 22-26, 2016, Bergen, Norwegen.
  • Hogreve, J. / Mandl, L. / Bilstein N. (2016). The role of time in service recovery - How the time to recover a service failure and relationship strength affect customers' compensation expectations, in: Proceedings of the SERVSIG International Research Conference, Jun 17-19, 2016, Maastricht, Niederlande.
  • Benoit, S. / Hogreve, J. / Bilstein, N. / Sichtmann, Ch. (2016): Member Participation in Commerce-Based Online Communities, in: Proceedings of 2016 AMA Winter Marketing Educators’ Conference, Feb 26-28, 2016, Las Vegas, Nevada, USA.
  • Hogreve, J. / Mandl, L. / Bilstein, N. (2016): 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, Feb 26-28, 2016, Las Vegas, Nevada, USA. (VHB-JQ: D) (forthcoming)
  • Hogreve, J. / Mandl, L. / Bilstein, N. (2015): Because I'm worth it - how customer status and timeliness affect compensation expectations in service recovery, in: Proceedings of the 24th Annual Frontiers in Service Conference, Jul 9-12, 2015,San José, USA.
  • Bilstein, N. / Matta, S. M. / Hogreve, J. (2015): Unintended Effects of Customer Participation in Recovery – Can Choice Availability be a Remedy?, in: Proceedings of 2015 AMA Winter Marketing Educators’ Conference, Feb 13-15, 2015, San Antonio, Texas, USA.
  • Hogreve, J. / Hübner, A./ Velleuer, M. (2015): A Different Perspective on Service Productivity in Manufacturing Firms, in: Proceedings of 2015 AMA Winter Marketing Educators’ Conference, Feb 13-15, 2015, San Antonio, Texas, USA.
  • Hogreve, J. / Hübner, A./ Velleuer, M. (2014): Understanding and Managing Service Productivity in Manufacturing Firms - A Decision Theory Approach, in: Proceedings of 4th Rostocker Dienstleistungstagung, Sep 18-19, 2014, Rostock, Deutschland. 
  • Hogreve, J. / Eller, T. / Fehske, J. / Grossecker, T. (2014): Leave me alone!? Finding parameters to determine ideal customer contact frequencies, in: Proceedings of the 23rd Annual Frontiers in Service Conference, Jun 26-29, 2014, Miami, USA.
  • Hogreve, J. / Matta, S. (2014): Consumers’ Perceptions of Rating Usefulness for Value and Luxury Services: The Relative Importance of Critics’ and Users’ Ratings, in: Proceedings of the 23rd Annual Frontiers in Service Conference, Jun 26-29, 2014, Miami, USA.
  • Hogreve, J. / Albrecht, K. / Velleuer, M. (2014): Understanding the Complex Structures of Service Productivity in B2B-Settings: A Linguistic Network Analysis, in: Proceedings of the 23rd Annual Frontiers in Service Conference, Jun 26-29, 2014, Miami, USA.
  • Hogreve, J. / Hettich, A. (2014): Helping Hand or Job Rival? Unveiling the Paradox of Employees attitude and Behavior towards the Use Self Service Technology in Service Encounters, in: Proceedings of the 23rd Annual Frontiers in Service Conference, Jun 26-29, 2014, Miami, USA.
  • Hogreve, J. / Wonner, R. (2014): Analyzing Industrial Services from A Customer Perspective, in: Proceedings of the 43rd European Marketing Academy (EMAC) Conference, Jun 3-6, 2014, Valencia, Spanien.
  • Hogreve, J. / Jerger, C. (2014): What Goes Around Comes Around: The Impact of Employee Empathy on Service Recovery Performances, in: Proceedings of the 43rd European Marketing Academy (EMAC) Conference, Jun 3-6, 2014, Valencia, Portugal.
  • Bilstein, N. / Matta, S. M. / Hogreve, J. (2013): Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes, in: Proceedings of the 42nd European Marketing Academy (EMAC) Conference, Jun 4-7, 2013, Istanbul, Türkei.
  • Hogreve, J. / Eller, T. F. / Iseke, A. / Derfuss, K. G. (2013): Does The Service-Profit Chain Hold True? A Meta-Analysis, in: Proceedings of 2013 AMA Winter Marketing Educators’ Conference, Feb 15-17, 2013, Las Vegas, Nevada, USA.
  • Mayer, J. / Gremler, D. D. / Hogreve, J. (2013): Are All Service Guarantees Equal? The Effect of Service Guarantees on Market Value, in: Proceedings of 2013 AMA Winter Marketing Educators’ Conference, Feb 15-17, 2013, Las Vegas, Nevada, USA.
  • Wünderlich, N. V. / Hogreve, J. (2013): Configuring Satisfying Complex Service Encounters: A Fuzzy-Set Qualitative Comparative Analysis of Airline Satisfaction Configurations, in: Proceedings of 2013 AMA Winter Marketing Educators’ Conference, Feb 15-17, 2013, Las Vegas, Nevada, USA.
  • Hogreve, J. / Eller, T. F. / Iseke, A. / Derfuss, K. G. (2012): Does the Service Profit Chain Hold True? A Meta-Analytical Approach, in: Proceedings of the 21th Annual Frontiers in Service Conference, Jun 14 - 17, 2012, Maryland, USA.
  • Bilstein, N. / Matta, S. M. / Hogreve, J. (2012): Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes, in: Proceedings of the 21th Annual Frontiers in Service Conference, Jun 14 - 17, 2012, Maryland, USA.
  • Hogreve, J. / Jerger, C. (2012): Analyzing Customers’ Gut Feelings when Recovering Multiple Deviations, in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference, Jun 7-9, 2012, Helsinki, Finland.
  • Wünderlich, N. / Hogreve, J. (2012): Configuring Service Satisfaction: A Fuzzy-Set Comparative Analysis, in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference, Jun 7-9, 2012,  Helsinki, Finland.
  • Bilstein, N./ Matta, S. M./ Hogreve, J. (2012): Understanding Co-Production in Service Recovery Processes, in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference, Jun 7-9, 2012, Helsinki, Finland.
  • Bilstein, N. / Fahr, R. / Hogreve, J. / Sichtmann Ch. (2012): Paying for a Higher Workload? An Experimental Investigation of the Relationship Between Customer’s Co-Production and Willingness-to-Pay, in: Proceedings of the 41st European Marketing Academy (EMAC) Conference, Mai 22-25, 2012, Lissabon, Portugal.
  • Hogreve, J. / Eller, T. F. / Gremler, D. D. (2011): Too Ashamed to Complain? How Impersonal Complaint Channels Increase Likelihood of Customer Voice in: Proceedings of the 20th Annual Frontiers in Service Conference, Jun 30 - Jul 3, 2011, Columbus, Ohio, USA.
  • Bilstein, N. / Fahr, R. / Hogreve, J. / Sichtmann, Ch. (2011): Paying for a Higher Workload? An Experimental Investigation of the Relationship between Customer Co-Production and Willingness-to-Pay, in: Proceedings of the 20th Annual Frontiers in Service Conference, Jun 30 - Jul 3, 2011, Columbus, Ohio, USA.
  • Eggert, A. / Hogreve, J. / Ulaga, W. / Muenkhoff, E. (2011): Assessing the Long-term Effect of Industrial Services on Firm Profitability: The Moderating Impact of Product Innovations. in: Proceedings of 2011 AMA Winter Marketing Educators' Conference, Feb 18-20, 2011, Austin,Texas, USA.
  • Hogreve, J. / Bilstein, N. / Moeller, S. / Sichtmann, Ch. (2011): Turning Lurkers into Value Creators - An Investigation of Transaction-Based Online Communities, in: Proceedings of 2011 AMA Winter Marketing Educators' Conference, Feb 18-20, 2011, Austin, Texas, USA.
  • Hogreve, J. / Laugwitz, N. / Fahr, R. / Sichtmann, Ch. (2010): Degrees of Co-Production Willingness-to-Pay: An Experimental Investigation, in: Proceedings of the 4th German-French-Austrian Conference on Quantitative Marketing, Sep 16-18, 2010, Wien, Österreich.
  • Münkhoff, E. / Garnefeld, I. / Hogreve, J. / Eggert, A. (2010): Referral Reward Programs: A Means for Service Recovery? In: 18. International Colloquium on Relationship Marketing Proceedings, Reading.
  • Eggert, A. / Hogreve, J. / Ulaga, W. / Muenkhoff, E. (2010): Disentangling the Revenue and Cost Implications of the Service Transition: A Latent Growth Analysis, in: Proceedings of the ISBM 2010 Academic Conference, Boston, USA.
  • Eggert, A. / Hogreve, J. / Ulaga, W. / Muenkhoff, E. (2010): Industrial Services, Product Innovations, and Firm Profitability: A Longitudinal Analysis, In: Proceedings of the Frontiers Pre-Conference on Service and Solution Innovation, Karlstad, Schweden.
  • Frick, B. / Eggert, A. / Hogreve, J.(2010): Corporate Reputation and Customers' Value Perceptions: A Dynamic Analysis, Proceedings of the 39th European Marketing Academy (EMAC) Conference, Jun 1-4, 2010, Kopenhagen, Dänemark.
  • Laugwitz, N. / Hogreve, J. / Sichtmann, Ch. / Möller, S. (2010): Turning Lurkers into Contributors - What Drives Co-Production Performance in Online Communities? in: Proceedings of the 19th Annual Frontiers in Service Conference, Jun 10-13, 2010, Karlstad, Schweden.
  • Hogreve, J. / Fließ, S. / Gremler, D. D. (2010): Understanding Service Guarantees: How Do They Actually Influence Consumer Behavior? in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference 2010, Jun 17-19, 2010, Porto, Portugal.
  • Laugwitz, N. / Hogreve, J. / Sichtmann, Ch. / Möller, S. (2010): What drives Co-Production Performance? An Empirical Investigation of Online-Communities. in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference 2010, Jun 17-19, 2010, Porto, Portugal.
  • Garnefeld, I. / Münkhoff, E. / Hogreve, J. / Eggert, A. (2010): 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 Educators' Conference, hrsg. von Michael K. Brady and Michael D. Hartline, Feb 19-22, 2010, New Orleans, USA.
  • Hogreve, J. / Fließ, S. / Gremler, D. D. (2009): Understanding the mechanisms behind service guarantees: Are service guarantees more than a signal of quality?, in: Proceedings of the11th International Research Symposium on Service Excellence in Management (Quis 11), hrsg. von Bo Edvardsson; Bernd Stauss; Stephen W. Brown; Robert Johnston, Jun 11-14, 2009, Wolfsburg, Deutschland.
  • Garnefeld, I. / Münkhoff, E. / Hogreve, J. / Eggert, A. (2009):Referral reward programs: New customer acquisition by opportunism? 15th Academy of Marketing Science (AMS) World Marketing Congress, Oslo, Norwegen.
  • Garnefeld, I. / Münkhoff, E. / Hogreve, J. / Eggert, A. (2009): Unintended Effects Of Referral Reward Programs: Exploring The Impact Of Rewards On Opportunistic Behavior, Proceedings of the 38th European Marketing Academy (EMAC) Conference, Mai 26-29, 2009 Nantes, Frankreich.
  • Glinoga, M. / Hogreve, J. / Fisk, Raymond P. / Grove, Stephen J. / Gabott, M. (2008): Service Design Transparency - An Information Economics Insight into Service Theater, in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference 2008, Jun 5-7, 2008, Liverpool, England.
  • Kunz, W. / Hogreve, J. (2008): The Evolution of the Service Research Field - Insights Based on a Co-citation Analysis, in: Proceedings of the 37th European Marketing Academy (EMAC) Conference, Mai 27-30, 2008, Brighton, England.
  • Kunz, W. / Hogreve, J. (2008): Twenty Years of Servqual and the Evolution of Service Research: Implications by Means of a Co-Citation Analysis, in: Marketing Theory and Applications - AMA Winter Educators' Conference, hrsg. von Brown, Tom; Gurhan-Canli, Zeynep, Feb 15-18, 2008, Austin, USA.
  • Kunz, W. / Hogreve, J. (2007): The Impact of Service Literature on Marketing Research: A Co-citation Analysis of the Discipline over Time, in: Proceedings of the 16 th Annual Frontiers in Service Conference, Okt 4-7, 2007 , San Francisco , USA.
  • Hogreve, J. / Gremler, Dwayne D. (2007): A Research Synthesis on Service Guarantees: What Do We Know and Where Do We Need to Go?, Proceedings of the 10 th International Research Symposium on Service Excellence in Management (Quis 10 ), Jun 14-17 , 2007 , Orlando , USA.
  • Hogreve, J. / Fließ, S. (2006): Towards an Improved Understanding of Service Guarantees: What Can we Learn from Economic Theory? , in: Enhancing Knowledge Development in Marketing - 2006 AMA Marketing Educators' Proceedings Vol. 17 , hrsg. von Grewal, Dhruv; Levy, Michael; Krishnan, R. , Aug 4-7 , 2006, Chicago, USA.
  • Fließ, S. / Hogreve, J. / Wittko, O. (2006): Third Party Certification of Services: Its Impact on Trust and Consumer Behavior, in: Proceedings of the 15 th Annual Frontiers in Service Conference, Jun 29-Jul 2, 2006 , Brisbane , England.
  • Fließ, S. / Hogreve, J. (2005): Service Guarantees - A Measurement Cost Perspective, in: Proceedings of the American Marketing Association SERVSIG - Service Research Conference , Jun 2-4, 2005, Singapur.
  • Fließ, S. / Hogreve, J. / Nonnenmacher, D. (2005): Consumers' Emotional Reactions to Window Displays - A Preliminary Study, in: Proceedings of the 12 th Recent Advances in Retailing & Services Science Conference, Jul 21-24 , 2005, Orlando, USA.
  • Fließ, S. / Hogreve, J. / Nonnenmacher, D. (2004): Emotional Aspects of Shop Window Displays on Consumer Behavior; in: Enhancing Knowledge Development in Marketing - 2004 AMA Marketing Educators' Proceedings Vol. 15 , hrsg. von Kenneth L. Bernhardt; James S. Boles; Pam Scholder Ellen, Aug 6-9 , 2004, Boston, USA.
  • Fließ, S. / Hogreve, J. / Möller, S. (2004): The Value of Leisure as Market Segmentation Criterion for Services; in: Service Excellence in Management: Interdisciplinary Contributions - Proceedings of the 9th International Research Symposium on Service Excellence in Management (Quis 9), hrsg. von Bo Edvardsson; Anders Gustafsson; Stephen W. Brown; Robert Johnston, Jun 15-18 , 2004, Karlstad, Schweden.

 

Beiträge in (referierten) Sammelbänden

  • Hogreve, J./ Albrecht, K./ Dobmeier, M./ Schönfelder, J. (2016): Potenziale industrieller Dienstleistungen durch Digitalisierung erfolgreich umsetzen, in: Bruhn, M./ Hadwich, K. (Hrsg.): Forum Dienstleistungsmanagement 2016- Servicetransformation: Etnwicklung vom Produktanbieter zum Dienstleistungsunternehmen. Wiesbaden.
  • Bilstein, N. / Hogreve, J. / Bartilla, K. (2015): Auswirkungen der Co-Produktion auf die Kunden- Mitarbeitenden -Beziehung, in: Bruhn, M. / Hadwich, K. (Hrsg.): Interaktive Wertschöpfung durch Dienstleistungen. Forum Dienstleistungsmanagement, Wiesbaden, 287-308.
  • Hogreve, J. / Bilstein, N. (2012): Was wollen Senioren? Analyse von Bedürfnissen und Akzeptanzfaktoren, in: Zangemeister, C. (Hrsg.): Mit intelligenter Technik zu neuen Dienstleistungen für Senioren (MIDIS). Leitfaden und Instrumente zur kooperativen Entwicklung von mikrosystemtechnisch basierten Dienstleistungen, Winnemark, 37-74.
  • Hogreve, J. / Bilstein, N. / Langnickel, D. (2011): Alter schützt vor Technik nicht? Zur Akzeptanz technologischer Dienstleistungsinnovationen von Senioren, in: Bieber, D. / Schwarz, K.(Hrsg.): Mit AAL-Dienstleistungen altern. Nutzerbedarfsanalysen im Kontext des Ambient Assisted Living, Saarbrücken, 32-50.
  • Fließ, S. / Hogreve, J. (2007): Mit Dienstleistungsgarantien zur Service Excellence, in: Gouthier, Matthias H. J. / Coenen, Christian / Schulze, Henning S. / Wegmann, Christoph (Hrsg.): Service Excellence als Impulsgeber, Strategien - Management - Innovationen - Branchen, Wiesbaden,  235-254.

 

Monographien und Herausgeberschaften