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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

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

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

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

Die optimale Kompensationshöhe nach einer Beschwerde

Gäthke, Jana - 2013

Persistent link: https://www.econbiz.de/10013430887

The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Gäthke, Jana - In: Journal of Service Management 31 (2020) 2, pp. 227-246

Purpose: Artificial intelligence (AI) has the potential to facilitate service provision and forms the basis for various smart services, such as augmented reality (AR) apps. The purpose of this study is to investigate the guiding help of an AR app in elaborate servicescapes, which typically...

Persistent link: https://www.econbiz.de/10012278705