---
_id: '2988'
author:
- first_name: Arne K.
  full_name: Albrecht, Arne K.
  last_name: Albrecht
- first_name: Tobias
  full_name: Schäfers, Tobias
  id: '253685'
  last_name: Schäfers
  orcid: 0000-0002-2533-335X
- first_name: Gianfranco
  full_name: Walsh, Gianfranco
  last_name: Walsh
- first_name: Sharon E.
  full_name: Beatty, Sharon E.
  last_name: Beatty
citation:
  alphadin: '<span style="font-variant:small-caps;">Albrecht, Arne K.</span> ; <span
    style="font-variant:small-caps;">Schäfers, Tobias</span> ; <span style="font-variant:small-caps;">Walsh,
    Gianfranco</span> ; <span style="font-variant:small-caps;">Beatty, Sharon E.</span>:
    The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures:
    The Role of Group Versus Individual Service Recovery. In: <i>Journal of Service
    Research</i> Bd. 22, SAGE Publications (2019), Nr. 1, S. 60–74'
  ama: 'Albrecht AK, Schäfers T, Walsh G, Beatty SE. The Effect of Compensation Size
    on Recovery Satisfaction After Group Service Failures: The Role of Group Versus
    Individual Service Recovery. <i>Journal of Service Research</i>. 2019;22(1):60-74.
    doi:<a href="https://doi.org/10.1177/1094670518802059">10.1177/1094670518802059</a>'
  apa: 'Albrecht, A. K., Schäfers, T., Walsh, G., &#38; Beatty, S. E. (2019). The
    Effect of Compensation Size on Recovery Satisfaction After Group Service Failures:
    The Role of Group Versus Individual Service Recovery. <i>Journal of Service Research</i>,
    <i>22</i>(1), 60–74. <a href="https://doi.org/10.1177/1094670518802059">https://doi.org/10.1177/1094670518802059</a>'
  bibtex: '@article{Albrecht_Schäfers_Walsh_Beatty_2019, title={The Effect of Compensation
    Size on Recovery Satisfaction After Group Service Failures: The Role of Group
    Versus Individual Service Recovery}, volume={22}, DOI={<a href="https://doi.org/10.1177/1094670518802059">10.1177/1094670518802059</a>},
    number={1}, journal={Journal of Service Research}, publisher={SAGE Publications},
    author={Albrecht, Arne K. and Schäfers, Tobias and Walsh, Gianfranco and Beatty,
    Sharon E.}, year={2019}, pages={60–74} }'
  chicago: 'Albrecht, Arne K., Tobias Schäfers, Gianfranco Walsh, and Sharon E. Beatty.
    “The Effect of Compensation Size on Recovery Satisfaction After Group Service
    Failures: The Role of Group Versus Individual Service Recovery.” <i>Journal of
    Service Research</i> 22, no. 1 (2019): 60–74. <a href="https://doi.org/10.1177/1094670518802059">https://doi.org/10.1177/1094670518802059</a>.'
  ieee: 'A. K. Albrecht, T. Schäfers, G. Walsh, and S. E. Beatty, “The Effect of Compensation
    Size on Recovery Satisfaction After Group Service Failures: The Role of Group
    Versus Individual Service Recovery,” <i>Journal of Service Research</i>, vol.
    22, no. 1, pp. 60–74, 2019.'
  mla: 'Albrecht, Arne K., et al. “The Effect of Compensation Size on Recovery Satisfaction
    After Group Service Failures: The Role of Group Versus Individual Service Recovery.”
    <i>Journal of Service Research</i>, vol. 22, no. 1, SAGE Publications, 2019, pp.
    60–74, doi:<a href="https://doi.org/10.1177/1094670518802059">10.1177/1094670518802059</a>.'
  short: A.K. Albrecht, T. Schäfers, G. Walsh, S.E. Beatty, Journal of Service Research
    22 (2019) 60–74.
date_created: 2023-05-26T07:30:38Z
date_updated: 2026-03-17T15:28:39Z
doi: 10.1177/1094670518802059
intvolume: '        22'
issue: '1'
language:
- iso: eng
page: 60-74
publication: Journal of Service Research
publication_identifier:
  eissn:
  - 1552-7379
  issn:
  - 1094-6705
publication_status: published
publisher: SAGE Publications
status: public
title: 'The Effect of Compensation Size on Recovery Satisfaction After Group Service
  Failures: The Role of Group Versus Individual Service Recovery'
type: journal_article
user_id: '216459'
volume: 22
year: '2019'
...
---
_id: '2989'
author:
- first_name: Tobias
  full_name: Schäfers, Tobias
  id: '253685'
  last_name: Schäfers
  orcid: 0000-0002-2533-335X
- first_name: Roger
  full_name: Moser, Roger
  last_name: Moser
- first_name: Gopalakrishnan
  full_name: Narayanamurthy, Gopalakrishnan
  last_name: Narayanamurthy
citation:
  alphadin: '<span style="font-variant:small-caps;">Schäfers, Tobias</span> ; <span
    style="font-variant:small-caps;">Moser, Roger</span> ; <span style="font-variant:small-caps;">Narayanamurthy,
    Gopalakrishnan</span>: Access-Based Services for the Base of the Pyramid. In:
    <i>Journal of Service Research</i> Bd. 21, SAGE Publications (2018), Nr. 4, S. 421–437'
  ama: Schäfers T, Moser R, Narayanamurthy G. Access-Based Services for the Base of
    the Pyramid. <i>Journal of Service Research</i>. 2018;21(4):421-437. doi:<a href="https://doi.org/10.1177/1094670518770034">10.1177/1094670518770034</a>
  apa: Schäfers, T., Moser, R., &#38; Narayanamurthy, G. (2018). Access-Based Services
    for the Base of the Pyramid. <i>Journal of Service Research</i>, <i>21</i>(4),
    421–437. <a href="https://doi.org/10.1177/1094670518770034">https://doi.org/10.1177/1094670518770034</a>
  bibtex: '@article{Schäfers_Moser_Narayanamurthy_2018, title={Access-Based Services
    for the Base of the Pyramid}, volume={21}, DOI={<a href="https://doi.org/10.1177/1094670518770034">10.1177/1094670518770034</a>},
    number={4}, journal={Journal of Service Research}, publisher={SAGE Publications},
    author={Schäfers, Tobias and Moser, Roger and Narayanamurthy, Gopalakrishnan},
    year={2018}, pages={421–437} }'
  chicago: 'Schäfers, Tobias, Roger Moser, and Gopalakrishnan Narayanamurthy. “Access-Based
    Services for the Base of the Pyramid.” <i>Journal of Service Research</i> 21,
    no. 4 (2018): 421–37. <a href="https://doi.org/10.1177/1094670518770034">https://doi.org/10.1177/1094670518770034</a>.'
  ieee: T. Schäfers, R. Moser, and G. Narayanamurthy, “Access-Based Services for the
    Base of the Pyramid,” <i>Journal of Service Research</i>, vol. 21, no. 4, pp.
    421–437, 2018.
  mla: Schäfers, Tobias, et al. “Access-Based Services for the Base of the Pyramid.”
    <i>Journal of Service Research</i>, vol. 21, no. 4, SAGE Publications, 2018, pp.
    421–37, doi:<a href="https://doi.org/10.1177/1094670518770034">10.1177/1094670518770034</a>.
  short: T. Schäfers, R. Moser, G. Narayanamurthy, Journal of Service Research 21
    (2018) 421–437.
date_created: 2023-05-26T07:30:39Z
date_updated: 2026-03-17T15:28:39Z
doi: 10.1177/1094670518770034
intvolume: '        21'
issue: '4'
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: https://doi.org/10.1177/1094670518770034
oa: '1'
page: 421-437
publication: Journal of Service Research
publication_identifier:
  eissn:
  - 1552-7379
  issn:
  - 1094-6705
publication_status: published
publisher: SAGE Publications
quality_controlled: '1'
status: public
title: Access-Based Services for the Base of the Pyramid
type: journal_article
user_id: '253685'
volume: 21
year: '2018'
...
---
_id: '2991'
author:
- first_name: Tobias
  full_name: Schäfers, Tobias
  id: '253685'
  last_name: Schäfers
  orcid: 0000-0002-2533-335X
- first_name: Kristina
  full_name: Wittkowski, Kristina
  last_name: Wittkowski
- first_name: Sabine
  full_name: Benoit (née Moeller), Sabine
  last_name: Benoit (née Moeller)
- first_name: Rosellina
  full_name: Ferraro, Rosellina
  last_name: Ferraro
citation:
  alphadin: '<span style="font-variant:small-caps;">Schäfers, Tobias</span> ; <span
    style="font-variant:small-caps;">Wittkowski, Kristina</span> ; <span style="font-variant:small-caps;">Benoit
    (née Moeller), Sabine</span> ; <span style="font-variant:small-caps;">Ferraro,
    Rosellina</span>: Contagious Effects of Customer Misbehavior in Access-Based Services.
    In: <i>Journal of Service Research</i> Bd. 19, SAGE Publications (2016), Nr. 1,
    S. 3–21'
  ama: Schäfers T, Wittkowski K, Benoit (née Moeller) S, Ferraro R. Contagious Effects
    of Customer Misbehavior in Access-Based Services. <i>Journal of Service Research</i>.
    2016;19(1):3-21. doi:<a href="https://doi.org/10.1177/1094670515595047">10.1177/1094670515595047</a>
  apa: Schäfers, T., Wittkowski, K., Benoit (née Moeller), S., &#38; Ferraro, R. (2016).
    Contagious Effects of Customer Misbehavior in Access-Based Services. <i>Journal
    of Service Research</i>, <i>19</i>(1), 3–21. <a href="https://doi.org/10.1177/1094670515595047">https://doi.org/10.1177/1094670515595047</a>
  bibtex: '@article{Schäfers_Wittkowski_Benoit (née Moeller)_Ferraro_2016, title={Contagious
    Effects of Customer Misbehavior in Access-Based Services}, volume={19}, DOI={<a
    href="https://doi.org/10.1177/1094670515595047">10.1177/1094670515595047</a>},
    number={1}, journal={Journal of Service Research}, publisher={SAGE Publications},
    author={Schäfers, Tobias and Wittkowski, Kristina and Benoit (née Moeller), Sabine
    and Ferraro, Rosellina}, year={2016}, pages={3–21} }'
  chicago: 'Schäfers, Tobias, Kristina Wittkowski, Sabine Benoit (née Moeller), and
    Rosellina Ferraro. “Contagious Effects of Customer Misbehavior in Access-Based
    Services.” <i>Journal of Service Research</i> 19, no. 1 (2016): 3–21. <a href="https://doi.org/10.1177/1094670515595047">https://doi.org/10.1177/1094670515595047</a>.'
  ieee: T. Schäfers, K. Wittkowski, S. Benoit (née Moeller), and R. Ferraro, “Contagious
    Effects of Customer Misbehavior in Access-Based Services,” <i>Journal of Service
    Research</i>, vol. 19, no. 1, pp. 3–21, 2016.
  mla: Schäfers, Tobias, et al. “Contagious Effects of Customer Misbehavior in Access-Based
    Services.” <i>Journal of Service Research</i>, vol. 19, no. 1, SAGE Publications,
    2016, pp. 3–21, doi:<a href="https://doi.org/10.1177/1094670515595047">10.1177/1094670515595047</a>.
  short: T. Schäfers, K. Wittkowski, S. Benoit (née Moeller), R. Ferraro, Journal
    of Service Research 19 (2016) 3–21.
date_created: 2023-05-26T07:30:42Z
date_updated: 2026-03-17T15:28:39Z
doi: 10.1177/1094670515595047
intvolume: '        19'
issue: '1'
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: https://doi.org/10.1177/1094670515595047
oa: '1'
page: 3-21
publication: Journal of Service Research
publication_identifier:
  eissn:
  - 1552-7379
  issn:
  - 1094-6705
publication_status: published
publisher: SAGE Publications
quality_controlled: '1'
status: public
title: Contagious Effects of Customer Misbehavior in Access-Based Services
type: journal_article
user_id: '253685'
volume: 19
year: '2016'
...
---
_id: '2993'
alternative_title:
- The Social Influence Effects of Virtual Presence
article_type: original
author:
- first_name: Tobias
  full_name: Schäfers, Tobias
  id: '253685'
  last_name: Schäfers
  orcid: 0000-0002-2533-335X
- first_name: Julia
  full_name: Schamari, Julia
  last_name: Schamari
citation:
  alphadin: '<span style="font-variant:small-caps;">Schäfers, Tobias</span> ; <span
    style="font-variant:small-caps;">Schamari, Julia</span>: Service Recovery via
    Social Media. In: <i>Journal of Service Research</i> Bd. 19, SAGE Publications
    (2016), Nr. 2, S. 192–208'
  ama: Schäfers T, Schamari J. Service Recovery via Social Media. <i>Journal of Service
    Research</i>. 2016;19(2):192-208. doi:<a href="https://doi.org/10.1177/1094670515606064">10.1177/1094670515606064</a>
  apa: Schäfers, T., &#38; Schamari, J. (2016). Service Recovery via Social Media.
    <i>Journal of Service Research</i>, <i>19</i>(2), 192–208. <a href="https://doi.org/10.1177/1094670515606064">https://doi.org/10.1177/1094670515606064</a>
  bibtex: '@article{Schäfers_Schamari_2016, title={Service Recovery via Social Media},
    volume={19}, DOI={<a href="https://doi.org/10.1177/1094670515606064">10.1177/1094670515606064</a>},
    number={2}, journal={Journal of Service Research}, publisher={SAGE Publications},
    author={Schäfers, Tobias and Schamari, Julia}, year={2016}, pages={192–208} }'
  chicago: 'Schäfers, Tobias, and Julia Schamari. “Service Recovery via Social Media.”
    <i>Journal of Service Research</i> 19, no. 2 (2016): 192–208. <a href="https://doi.org/10.1177/1094670515606064">https://doi.org/10.1177/1094670515606064</a>.'
  ieee: T. Schäfers and J. Schamari, “Service Recovery via Social Media,” <i>Journal
    of Service Research</i>, vol. 19, no. 2, pp. 192–208, 2016.
  mla: Schäfers, Tobias, and Julia Schamari. “Service Recovery via Social Media.”
    <i>Journal of Service Research</i>, vol. 19, no. 2, SAGE Publications, 2016, pp.
    192–208, doi:<a href="https://doi.org/10.1177/1094670515606064">10.1177/1094670515606064</a>.
  short: T. Schäfers, J. Schamari, Journal of Service Research 19 (2016) 192–208.
date_created: 2023-05-26T07:30:44Z
date_updated: 2026-03-17T15:28:39Z
doi: 10.1177/1094670515606064
intvolume: '        19'
issue: '2'
language:
- iso: eng
page: 192-208
publication: Journal of Service Research
publication_identifier:
  eissn:
  - 1552-7379
  issn:
  - 1094-6705
publication_status: published
publisher: SAGE Publications
quality_controlled: '1'
status: public
title: Service Recovery via Social Media
type: journal_article
user_id: '253685'
volume: 19
year: '2016'
...