@article{2988,
  author       = {Albrecht, Arne K. and Schäfers, Tobias and Walsh, Gianfranco and Beatty, Sharon E.},
  issn         = {1552-7379},
  journal      = {Journal of Service Research},
  number       = {1},
  pages        = {60--74},
  publisher    = {SAGE Publications},
  title        = {{The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery}},
  doi          = {10.1177/1094670518802059},
  volume       = {22},
  year         = {2019},
}

@article{2989,
  author       = {Schäfers, Tobias and Moser, Roger and Narayanamurthy, Gopalakrishnan},
  issn         = {1552-7379},
  journal      = {Journal of Service Research},
  number       = {4},
  pages        = {421--437},
  publisher    = {SAGE Publications},
  title        = {{Access-Based Services for the Base of the Pyramid}},
  doi          = {10.1177/1094670518770034},
  volume       = {21},
  year         = {2018},
}

@article{2991,
  author       = {Schäfers, Tobias and Wittkowski, Kristina and Benoit (née Moeller), Sabine and Ferraro, Rosellina},
  issn         = {1552-7379},
  journal      = {Journal of Service Research},
  number       = {1},
  pages        = {3--21},
  publisher    = {SAGE Publications},
  title        = {{Contagious Effects of Customer Misbehavior in Access-Based Services}},
  doi          = {10.1177/1094670515595047},
  volume       = {19},
  year         = {2016},
}

@article{2993,
  author       = {Schäfers, Tobias and Schamari, Julia},
  issn         = {1552-7379},
  journal      = {Journal of Service Research},
  number       = {2},
  pages        = {192--208},
  publisher    = {SAGE Publications},
  title        = {{Service Recovery via Social Media}},
  doi          = {10.1177/1094670515606064},
  volume       = {19},
  year         = {2016},
}