| A meta-analysis of organizational complaint handling and customer responses K Gelbrich, H Roschk Journal of Service research 14 (1), 24-43, 2011 | 669 | 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 | 652 | 2010 |
| Interkulturelles marketing S Müller, K Gelbrich Vahlen, 2015 | 397 | 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 | 238 | 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 | 207 | 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 | 178 | 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 | 165 | 2021 |
| 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 | 142 | 2015 |
| Interkulturelle Kommunikation S Müller, K Gelbrich Vahlen, 2014 | 118 | 2014 |
| 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 | 113 | 2011 |
| Erfolgsfaktoren des Marketing K Gelbrich, S Wünschmann, S Müller Vahlen, 2018 | 111 | 2018 |
| 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 | 93 | 2001 |
| Beyond just being dissatisfied: How angry and helpless customers react to failures when using self-service technologies K Gelbrich Schmalenbach Business Review 61 (1), 40-59, 2009 | 92 | 2009 |
| 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 | 91 | 2017 |
| Handbuch internationales management K Gelbrich, S Müller Walter de Gruyter, 2012 | 87 | 2012 |
| 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 | 81 | 2016 |
| Kundenwert: Wertorientierte Akquisition von Kunden im Automobilbereich K Gelbrich Cuvillier, 2001 | 74 | 2001 |
| 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 | 69 | 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 | 68 | 2013 |
| Rewarding customers who keep a product: How reinforcement affects customers' product return decision in online retailing K Gelbrich, J Gäthke, A Hübner Psychology & marketing 34 (9), 853-867, 2017 | 65 | 2017 |
