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~person:"Gelbrich, Katja"
~person:"Huber, Frank"
~person:"Krafft, Manfred"
~type_genre:"Article in journal"
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Search: subject_exact:"Kundenzufriedenheit"
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Customer satisfaction
13
Kundenzufriedenheit
13
Beschwerdemanagement
6
Beziehungsmarketing
6
Complaint management
6
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6
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Gelbrich, Katja
Huber, Frank
Krafft, Manfred
Han, Heesup
67
Mattila, Anna S.
36
Svensson, Göran
33
Wong, IpKin Anthony
27
Prentice, Catherine
25
Gil Saura, Irene
24
Prybutok, Victor R.
24
Hyun, Sunghyup Sean
23
Söderlund, Magnus
22
Jang, Soocheong
21
Prayag, Girish
21
Bilgihan, Anil
20
Shahin, Arash
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Lee, Choong-Ki
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Evanschitzky, Heiner
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Gustafsson, Anders
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Loureiro, Sandra Maria Correia
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Su, LuJun
17
Balaji, M. S.
16
Barnes, Donald C.
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Hsu, Maxwell K.
16
Park, Jungkun
16
Sparks, Beverley
16
Yi, Youjae
16
McColl-Kennedy, Janet R.
15
Ryu, Kisang
15
Amin, Muslim
14
Assaker, Guy
14
Collier, Joel E.
14
Grégoire, Yany
14
Guchait, Priyanko
14
Kim, Wansoo
14
Law, Chun Hung Roberts
14
Ringle, Christian M.
14
Sirgy, M. Joseph
14
Walsh, Gianfranco
14
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13
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Journal of business economics : JBE
2
Journal of business research : JBR
2
Journal of service research : JSR
2
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
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Journal of retailing and consumer services
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Journal of the Academy of Marketing Science
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Marketing letters : a journal of research in marketing
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Schmalenbach business review : sbr
1
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF
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ECONIS (ZBW)
13
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1
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10
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13
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date (oldest first)
1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
Die Bedeutung von Emotionen für die wahrgenommene Fairness bei Preiserhöhungen
Huber, Frank
;
Meyer, Frederik
;
Vollhardt, Kai
; …
- In:
Schmalenbachs Zeitschrift für betriebswirtschaftliche …
63
(
2011
)
4
,
pp. 404-426
Persistent link: https://www.econbiz.de/10009130734
Saved in:
8
Wirkungsweise von Combined-Currency Prices : eine theoretische und empirisch experimentelle Analyse
Huber, Frank
;
Vollhardt, Kai
;
Matthes, Isabel
;
Meyer, Ralf
- In:
Journal of business economics : JBE
80
(
2010
)
5
,
pp. 533-559
Persistent link: https://www.econbiz.de/10003966095
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:
10
Beyond just being dissatisfied: how angry and helpless customers react to failures when using self-service technologies
Gelbrich, Katja
- In:
Schmalenbach business review : sbr
61
(
2009
)
1
,
pp. 40-59
Persistent link: https://www.econbiz.de/10003793244
Saved in:
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