C. Jerger

Managing service employees: literature review, expert opinions, and research directions

Jochen Wirtz, Christina Jerger, Jochen Wirtz, 2016 .

Service Employee Responses to Angry Customer Complaints

Jochen Wirtz, C. Jerger, 2017 .

Customer Service Recovery: The Challenge of Misbehavior in Service Encounters

C. Jerger, 2015 .