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~person:"Gäthke, Jana"
~subject:"China"
~subject:"Complaint management"
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China
Complaint management
Beschwerdemanagement
6
Customer satisfaction
4
Kundenzufriedenheit
4
Beziehungsmarketing
3
Customer service
3
Dienstleistungsqualität
3
Kundenservice
3
Relationship marketing
3
Service quality
3
Einzelhandel
2
Online retailing
2
Online-Handel
2
Retail trade
2
Service recovery
2
product returns
2
Compensation
1
Compensation 2.0
1
Compensation measures
1
Consumer behaviour
1
Cryptocurrency
1
Institutional economics
1
Institutionenökonomik
1
Kompensation
1
Kompensationsmaßnahme
1
Konsumentenverhalten
1
Legitimacy
1
Legitimität
1
Nonlinear curve progression
1
Prospect Theory
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Prospect theory
1
Reciprocity
1
Reklamation
1
Relationship quality
1
Satisfaction
1
Service-Dominant Logic
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Service-dominant logic
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Servicepolitik
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Theorie
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Gäthke, Jana
Mattila, Anna S.
24
Stauss, Bernd
20
Gelbrich, Katja
17
Grégoire, Yany
16
Roschk, Holger
15
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Seidel, Wolfgang
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
Chen, Jing
5
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Journal of business research : JBR
2
Journal of service research
1
Journal of service research : JSR
1
Psychology & marketing
1
Schriftenreihe innovatives Dienstleistungsmanagement
1
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ECONIS (ZBW)
6
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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
A Bit(coin) of happiness after a failure : an empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool
Nazifi, Amin
;
Murdy, Samantha
;
Marder, Ben
;
Gäthke, Jana
; …
- In:
Journal of business research : JBR
124
(
2021
),
pp. 494-505
Persistent link: https://www.econbiz.de/10012493980
Saved in:
3
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:
4
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:
5
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:
6
Die optimale Kompensationshöhe nach einer Beschwerde
Gäthke, Jana
-
2013
Persistent link: https://www.econbiz.de/10013430887
Saved in:
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