| Managing service employees: Literature review, expert opinions, and research directions J Wirtz, C Jerger The Service Industries Journal 36 (15-16), 757-788, 2016 | 179 | 2016 |
| Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate C Jerger, J Wirtz Journal of Service Research 20 (4), 362-378, 2017 | 111 | 2017 |
| Customer Service Recovery: The Challenge of Misbehavior in Service Encounters C Jerger Aktuelle Aspekte in der Dienstleistungsforschung, 119-143, 2015 | 1 | 2015 |
| Emotions in service recovery encounters [cumulative dissertation] C Jerger Katholische Universität Eichstätt-Ingolstadt, 2017 | | 2017 |
| Better Dressed, Better Service Recovery? Service Employee Responses to Angry Customer Complaints C Jerger, J Wirtz 25th Frontiers in Service Conference 2016, 2016 | | 2016 |
| Does Service Climate Matter in Service Recovery? Service Employee Responses to Angry Customer Complaints C Jerger, J Wirtz AMA SERVSIG International Service Research Conference 2016, 2016 | | 2016 |
| Exploring the Disparate Faces of Lies in Service Recovery Encounters C Jerger AMA SERVSIG International Service Research Conference 2014, 2014 | | 2014 |
| What Goes around Comes around: The Impact of Employee Empathy on Service Recovery Performances C Jerger, J Hogreve 43rd EMAC Annual Conference 2014, 2014 | | 2014 |
| Analyzing Customers’ Gut Feelings when Recovering Multiple Deviations J Hogreve, C Jerger AMA SERVSIG International Service Research Conference 2012, 2012 | | 2012 |
Jochen WirtzNational University of Singapore在 nus.edu.sg 的电子邮件经过验证
Jochen WirtzNational University of Singapore在 nus.edu.sg 的电子邮件经过验证