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Bad intentions : customers' negative reactions to intentional failures and mitigating conditions
Nazifi, Amin; Roschk, Holger; Ordenes, Francisco Villarroel - In: Journal of travel research : a quarterly publication of … 61 (2022) 8, pp. 1808-1827
Persistent link: https://www.econbiz.de/10013391013
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Die optimale Kompensationshöhe nach einer Beschwerde
Gäthke, Jana - 2013
Persistent link: https://www.econbiz.de/10013430887
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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
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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
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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
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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