Katja Gelbrich
Katja Gelbrich
Full Professor of Business Administration & International Management
Verified email at
Cited by
Cited by
A meta-analysis of organizational complaint handling and customer responses
K Gelbrich, H Roschk
Journal of Service research 14 (1), 24-43, 2011
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support
K Gelbrich
Journal of the Academy of Marketing Science 38, 567-585, 2010
Interkulturelles marketing
S Müller, K Gelbrich
Vahlen, 2015
Interkulturelles marketing
S Müller, K Gelbrich
Vahlen, 2015
Identifying appropriate compensation types for service failures: A meta-analytic and experimental analysis
H Roschk, K Gelbrich
Journal of Service Research 17 (2), 195-211, 2014
Anxiety, crowding, and time pressure in public self-service technology acceptance
K Gelbrich, B Sattler
Journal of Services Marketing 28 (1), 82-94, 2014
I have paid less than you! The emotional and behavioral consequences of advantaged price inequality
K Gelbrich
Journal of Retailing 87 (2), 207-224, 2011
How much compensation should a firm offer for a flawed service? An examination of the nonlinear effects of compensation on satisfaction
K Gelbrich, J Gäthke, Y Grégoire
Journal of Service Research 18 (1), 107-123, 2015
Interkulturelle Kommunikation
S Müller, K Gelbrich
Vahlen, 2014
Erfolgsfaktoren des Marketing
K Gelbrich, S Wünschmann, S Müller
Vahlen, 2018
Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
K Gelbrich, H Roschk
Marketing Letters 22, 31-47, 2011
Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence
K Gelbrich, J Hagel, C Orsingher
International Journal of Research in Marketing 38 (1), 176-193, 2021
Interkulturelle Kompetenz als neuartige Anforderung an Entsandte: Status quo und perspektiven der Forschung
S Müller, K Gelbrich
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung 53, 246-272, 2001
Beyond just being dissatisfied: How angry and helpless customers react to failures when using self-service technologies
K Gelbrich
Schmalenbach Business Review 61, 40-59, 2009
Handbuch internationales management
K Gelbrich, S Müller
Walter de Gruyter, 2012
Kundenwert: Wertorientierte Akquisition von Kunden im Automobilbereich
K Gelbrich
Cuvillier, 2001
Compensation revisited: A social resource theory perspective on offering a monetary resource after a service failure
H Roschk, K Gelbrich
Journal of Service Research 20 (4), 393-408, 2017
How a firm's best versus normal customers react to compensation after a service failure
K Gelbrich, J Gäthke, Y Grégoire
Journal of Business Research 69 (10), 4331-4339, 2016
Cultural discrepancy and national corruption: Investigating the difference between cultural values and practices and its relationship to corrupt behavior
K Gelbrich, Y Stedham, D Gäthke
Business Ethics Quarterly 26 (2), 201-225, 2016
Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts
H Roschk, J Müller, K Gelbrich
Journal of Retailing and Consumer Services 20 (2), 154-164, 2013
The system can't perform the operation now. Try again later.
Articles 1–20