Concepedia

Katja Gelbrich

KG

Statistics

Publications

20

Citations

2.1K

H-Index

18

Active since

2009

Affiliations

Catholic University of Eichstätt-Ingolstadt(Current)

Technische Universität Ilmenau

University of Edinburgh

University of Strathclyde

Katja Gelbrich is an author at Catholic University of Eichstätt-Ingolstadt specializing in management, business, and marketing.

Top concepts

ManagementBusinessMarketingCustomer SatisfactionConsumer ResearchBehavioral Decision MakingSocial SciencesConsumer BehaviorBehavioral ScienceBehavioral Economics

Publications per year

2009–2023

20

Publications

20

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

Katja Gelbrich · Journal of the Academy of Marketing Science · 2009 · 470 citations

Nursing, Service Failure, Service Recovery +13

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Katja Gelbrich, Holger Roschk · Journal of Service Research · 2010 · 441 citations

Customer Satisfaction, Organizational Communication, Service Quality +15

Emotional support from a digital assistant in technology-mediated services: Effects on customer satisfaction and behavioral persistence

Katja Gelbrich, Julia Hagel, Chiara Orsingher · International Journal of Research in Marketing · 2020 · 179 citations · Full text

Customer Satisfaction, Affective Design, Communication +16

Identifying Appropriate Compensation Types for Service Failures

Holger Roschk, Katja Gelbrich · Journal of Service Research · 2013 · 164 citations

Customer Satisfaction, Engineering, Behavioral Decision Making +20

Anxiety, crowding, and time pressure in public self-service technology acceptance

Katja Gelbrich, Britta Sattler · Journal of Services Marketing · 2014 · 143 citations

Customer Satisfaction, Innovation Adoption, Behavioral Decision Making +26

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