@phdthesis{Mandl2017, author = {Mandl, Leonhard}, title = {New perspectives on customer experience in service recovery [cumulative dissertation]}, url = {http://nbn-resolving.de/urn:nbn:de:bvb:824-opus4-3991}, school = {Katholische Universit{\"a}t Eichst{\"a}tt-Ingolstadt}, year = {2017}, abstract = {This dissertation consists of three articles that point out new perspectives on customer experience in service recovery, and that enrich the current state of research through considerable efforts to better understand customer responses to service failure and recovery: 1. Hogreve, J., Bilstein, N., \& Mandl, L. (2017). Unveiling the recovery time zone of tolerance: when time matters in service recovery. Journal of the Academy of Marketing Science, doi: 10.1007/s11747-017-0544-7, 1-18. 2. Mandl, L. (2017). Customer conflict styles in service recovery: an empirical analysis. In Buettgen, M. (Ed.), Beitr{\"a}ge zur Dienstleistungsforschung 2016 (pp. 97-113). Wiesbaden: Springer. 3. Mandl, L., \& Hogreve, J. (2017). The buffering effect of brand community identification in service failure episodes: the role of customer citizenship behaviors. Paper currently under review at the Journal of Business Research. The first article takes a new perspective on recovery time and compensation, which service research commonly describes and investigates as two independent service recovery strategies. In contrast, this article discovers and specifies a direct link between recovery time and customers' compensation expectations about service failures. The second article presents a new perspective on measuring customer responses to inadequate service recovery. Based on conflict theory, this study conceptually develops and empirically tests a model that examines a broad range of different customer responses to service recovery instead of solely measuring customers' satisfaction with service recovery. The third article provides a new perspective on the role of close relationships in service recovery. Whereas most research focuses on the impact of strong customer-firm relationships on customer responses to service recovery, this is the first empirical study to investigate the role of strong relationships in a service recovery and brand community context.}, subject = {Beschwerde}, language = {en} }