Katja Gelbrich

Service Products and Productization

Elina Jaakkola, Jochen Wirtz, Martin P. Fritze, 2021, SSRN Electronic Journal.

Rewarding customers who keep a product: How reinforcement affects customers' product return decision in online retailing

Alexander H. Hübner, Jana Gäthke, Alexander Hübner, 2017 .

Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

Katja Gelbrich, Katja Gelbrich, 2010 .

Identifying Appropriate Compensation Types for Service Failures

Holger Roschk, Katja Gelbrich, Katja Gelbrich, 2014 .

Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction

Holger Roschk, Katja Gelbrich, Katja Gelbrich, 2011 .

Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies

Katja Gelbrich, Katja Gelbrich, 2009 .

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Holger Roschk, Katja Gelbrich, Katja Gelbrich, 2011 .