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Research presented at QUIS Symposium

Prof. Gelbrich together with Dr. Jana Gäthke and Sarah Voigt participated at the 16th QUIS Symposium at Karlstad University in Sweden. The symposium took place from June 10th – 13th, 2019 and brings together the best interdisciplinary academic research and management practices in a forum to advance the study of service as a field. Dr. Jana Gäthke presented her research paper “How Augmented Reality in Smart Services improves customer experience”, which was jointly written with Prof. Gelbrich and our former colleague Sita Birner. Sarah Voigt presented her research paper “The Remedial Effect of Complaint Process Recovery (CPR) after a Double Deviation” in collaboration with Prof. Gelbrich and Prof. Cristiane Pizzutti (University of Rio Grande do Sul, Brazil).