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~subject:"Service quality"
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Service quality
Complaint management
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Beschwerdemanagement
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Interkulturelles Management
18
Consumer behaviour
17
Kundenzufriedenheit
17
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16
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Success factor
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Betrieblicher Konflikt
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Gelbrich, Katja
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Habisch, André
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Hagel, Julia Sarah
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Hogreve, Jens
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Koch, Sebastian
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Journal of service research : JSR
2
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of business research : JBR
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Journal of service research
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Journal of the Academy of Marketing Science
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Qualitative Marktforschung : Konzepte - Methoden - Analysen
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ECONIS (ZBW)
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1
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:
2
Blueprinting, sequentielle Ereignismethode und Critical Incident Technique : drei Methoden zur qualitativen Messung von Dienstleitungsqualität
Gelbrich, Katja
- In:
Qualitative Marktforschung : Konzepte - Methoden - Analysen
,
(pp. 617-633)
.
2009
Persistent link: https://www.econbiz.de/10003827424
Saved in:
3
Strategies for effective crisis management: A service-oriented perspective : Summary and abstracts of the cumulative dissertation
Voigt, Sarah
-
2021
Persistent link: https://www.econbiz.de/10012887887
Saved in:
4
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:
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
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:
7
Causality in social media recovery
Hörner, Kathrin Brigitte
-
2018
Persistent link: https://www.econbiz.de/10011945957
Saved in:
8
Emotional support from a digital assistant in technology-mediated services : effects on customer satisfaction and behavioral persistence
Gelbrich, Katja
;
Hagel, Julia Sarah
;
Orsingher, Chiara
- In:
International journal of research in marketing : IJRM ; …
38
(
2021
)
1
,
pp. 176-193
Persistent link: https://www.econbiz.de/10012506524
Saved in:
9
Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Nazifi, Amin
;
Gelbrich, Katja
;
Grégoire, Yany
;
Koch, …
- In:
Journal of service research
24
(
2021
)
2
,
pp. 206-225
Persistent link: https://www.econbiz.de/10012522525
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