Person ::

Gäthke, Dr. Jana

2021

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  Gäthke, Jana ; Gelbrich, Katja ; Chen, Shan:
  A Cross-National Service Strategy to Manage Product Returns : E-tailers' Return Policies and the Legitimating Role of the Institutional Environment.
  In: Journal of service research : JSR. (22. Februar 2021). - 20 S.
  ISSN 1094-6705 ; 1552-7379
  10.1177/1094670521989440
  (Peer-Review-Journal)
• 

  Nazifi, Amin ; Murdy, Samantha ; Marder, Ben ; Gäthke, Jana ; Shabani, Bardia:
  A Bit(coin) of happiness after a failure : An empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool.
  In: Journal of business research : JBR. 124 (2021). - S. 494-505.
  ISSN 0148-2963
  10.1016/j.jbusres.2020.11.012
  (Peer-Review-Journal)

2020

• 

  Gäthke, Jana:
  The impact of augmented reality on overall service satisfaction in elaborate servicescapes.
  In: Journal of service management. 31 (2020) 2. - S. 227-246.
  ISSN 1757-5818
  10.1108/JOSM-05-2019-0151
  (Peer-Review-Journal)

2019

• Gelbrich, Katja ; Gäthke, Jana ; Birner, Sita:
  How Augmented Reality in Smart Services Improves Customer Experience.
  2019
  Veranstaltung: 16th International Research Symposium on Advancing Service Research and Practice (QUIS), 10.-13.06.2019, Karlstad, Schweden.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)

2018

• Gäthke, Jana ; Gelbrich, Katja:
  A Cross-National Service Strategy to Deal with Product Returns on Online Retailing : The Role of Return Policies and Institutional Environment.
  2018
  Veranstaltung: SERVSIG, 14.-16.06.2018, Paris, Frankreich.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)
• Gelbrich, Katja ; Gäthke, Jana ; Voigt, Sarah:
  Finding an Adequate Service Strategy for the Management of Product Recalls.
  2018
  Veranstaltung: 27th Annual Frontiers in Service Conference, 06.-09.09.2018, Austin, TX.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)

2017

• Gäthke, Jana ; Bilstein, Nicola:
  How to Acquire New Customers : When Online Retailers Are Forced to Non-Disclose Information? The Role of Curiosity.
  2017
  Veranstaltung: EMAC 46th Annual Conference 2017.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Präsentation)
• 

  Gelbrich, Katja ; Gäthke, Jana ; Hübner, Alexander:
  Rewarding Customers Who Keep a Product: How positive Reinforcement Affects Customers' Product Return Decision in Online Retailing.
  In: Psychology & marketing. 34 (2017) 9. - S. 853-867.
  ISSN 1520-6793 ; 0742-6046
  10.1002/mar.21027
  (Peer-Review-Journal)

2016

• Gäthke, Jana ; Bilstein, Nicola ; Weißberger, Julia:
  Too exclusive?! The negative effects of exclusivity as a service strategy.
  2016
  Veranstaltung: 25th Annual Frontiers in Services Conference 2016, Bergen, Norway.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Präsentation)
• Gelbrich, Katja ; Gäthke, Jana ; Grégoire, Yany:
  How a Firm's Best versus Normal Customers React to Compensation after a Service Failure.
  In: Journal of business research : JBR. 69 (2016) 10. - S. 4331-4339.
  ISSN 0148-2963
  (Peer-Review-Journal)
• Gäthke, Jana ; Gelbrich, Katja ; Hübner, Alexander:
  A New Online Retail Return Policy to Achieve Large Order Numbers and Low Returns.
  In: 45th Proceedings of the 2016 EMAC Conference. - Oslo, 2016
  (Begutachteter Beitrag / peer-reviewed paper)
• Gäthke, Jana ; Bilstein, Nicola ; Weißberger, Julia:
  Too exclusive?! The negative effects of exclusivity as a service strategy.
  In: Proceedings of the 25th Annual Frontiers in Service Conference, June 23-26, 2016, Bergen, Norway. - Bergen, 2016
  (Begutachteter Beitrag / peer-reviewed paper)

2015

• Gäthke, Jana ; Gelbrich, Katja ; Grégoire, Yany:
  The Power of Multinational Service Firms' Return Policies in Different National Contexts.
  2015
  Veranstaltung: 24th Annual Frontiers in Service Conference, 09.-12.07.2015, San José, USA.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)
• Gäthke, Jana ; Gelbrich, Katja ; Grégoire, Yany:
  The Power of Multinational Service Firms' Return Policies in Different National Contexts.
  2015
  Veranstaltung: 24th Annual Frontiers in Services Conference 2015, San Jose/CA, San Jose, CA.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Vortrag)
• Gelbrich, Katja ; Gäthke, Jana ; Grégoire, Yany:
  How Much Compensation Should a Firm Offer for a Flawed Service? : An Examination of Non-Linear Effects of Compensation on Satisfaction.
  In: Journal of service research : JSR. 18 (2015) 1. - S. 107-123.
  ISSN 1094-6705 ; 1552-7379
  (Peer-Review-Journal)

2014

• Gelbrich, Katja ; Gäthke, Jana ; Grégoire, Yany:
  How Much Should Firms Offer to their Best Customers? : Understanding the Moderation Effect of Relationship Quality on the Nonlinear Effect of Compensation on Satisfaction.
  2014
  Veranstaltung: AMA 2014 Summer Marketing Educators Conference, 01.08. - 03.08.2014, San Francisco, CA, USA.
  (Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung, Paper)

2013

• Gäthke, Jana:
  Die optimale Kompensationshöhe nach einer Beschwerde.
  Hamburg : Kovač, 2013. - 222 S. - (Schriftenreihe Innovatives Dienstleistungsmanagement ; 37)
  ISBN 978-3-8300-7505-9
  (Dissertation, 2013, Katholische Universität Eichstätt-Ingolstadt)
• Gelbrich, Katja ; Roschk, Holger ; Müller, Jana:
  Age Matters : How Developmental Stages of Adulthood Affect Customers Reaction to Complaint Handling Efforts.
  In: Journal of retailing and consumer services. 20 (2013) 2. - S. 154-164.
  ISSN 0969-6989
  (Peer-Review-Journal)

2011

• Gelbrich, Katja ; Müller, Jana ; Yany, Grégoire ; Roschk, Holger:
  The More Compensation the Better? The Nonlinear Relationship Between Compensation Level and Post-Complaint Satisfaction.
  In: MacCarthy, Martin (Hrsg.): Australia New Zealand Marketing Academy Conference (ANZMAC) 2011 : marketing in the age of consumerism: Jekyll or Hyde? ; proceedings ; 28-30 November 2011, Perth, Western Australia. - Perth : School of Marketing, Faculty of Business & Law, Tourism and Leisure, Edith Cowan University, 2011
  ISBN 978-0-646-56330-5
  (Begutachteter Beitrag / peer-reviewed paper)

2010

• Roschk, Holger ; Müller, Jana ; Gelbrich, Katja:
  The Moderating Impact of Age on Post-complaint Behavior.
  In: Beckmann, Suzanne C. ; Ringberg, Torsten ; Ritter, Thomas (Hrsg.): The six senses - the essentials of marketing : 39th EMAC Conference, Copenhagen Business School, Department of Marketing, Denmark, 1 - 4 June 2010 ; conference proceedings. - Copenhagen, Denmark, 2010
  ISBN 978-87-92569-01-1

2009

• Roschk, Holger ; Müller, Jana:
  Alter als Moderator im Nachbeschwerdeverhalten.
  Ilmenau : Verlag proWiWi, 2009. - 65, XXII S. - (Ilmenauer Schriften zur Betriebswirtschaftslehre ; 2009,5)
  ISBN 978-3-940882-15-8