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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 22 (2011) 1, pp. 31-47
Persistent link: https://www.econbiz.de/10008926153
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A cross-national observation of counter-cultural consumer behaviour
Gelbrich, Katja; Roschk, Holger; Gafeeva, Rufina - In: Marketing : ZFP ; journal of research and management 38 (2016) 3, pp. 150-162
Persistent link: https://www.econbiz.de/10011566854
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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
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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
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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/10010088283
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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
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The relationship between intercultural competence and expatriate success : a structural equation model
Gelbrich, Katja - In: Die Unternehmung : Swiss journal of business research … 58 (2004) 3/4, pp. 261-277
Persistent link: https://www.econbiz.de/10002122169
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Korean-German business relationships: possibilities for German firms to enter the Korean market
Gelbrich, Katja - In: A collection of theses on Korean studies, (pp. 51-103). 1995
Persistent link: https://www.econbiz.de/10001292219
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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
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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