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~person:"Gelbrich, Katja"
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Gelbrich, Katja
Mattila, Anna S.
24
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16
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ECONIS (ZBW)
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1
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
2
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
3
How a firm's best versus normal customers react to compensation after a service failure
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4331-4339
Persistent link: https://www.econbiz.de/10011554578
Saved in:
4
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
5
Identifying appropriate compensation types for service failures : a meta-analytic and experimental analysis
Roschk, Holger
;
Gelbrich, Katja
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 195-211
Persistent link: https://www.econbiz.de/10010356813
Saved in:
6
Age matters : how developmental stages of adulthood affect customer reaction to complaint handling efforts
Roschk, Holger
;
Müller, Jana
;
Gelbrich, Katja
- In:
Journal of retailing and consumer services
20
(
2013
)
2
,
pp. 154-164
Persistent link: https://www.econbiz.de/10009734329
Saved in:
7
A meta-analysis of organizational complaint handling and customer responses
Gelbrich, Katja
;
Roschk, Holger
- In:
Journal of service research : JSR
14
(
2011
)
1
,
pp. 24-43
Persistent link: https://www.econbiz.de/10008826888
Saved in:
8
Do complainants appreciate overcompensation? : a meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
Gelbrich, Katja
;
Roschk, Holger
- In:
Marketing letters : a journal of research in marketing
22
(
2011
)
1
,
pp. 31-47
Persistent link: https://www.econbiz.de/10009125079
Saved in:
9
Anger, frustration, and helplessness after service failure : coping strategies and effective informational support
Gelbrich, Katja
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 567-585
Persistent link: https://www.econbiz.de/10008746853
Saved in:
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