Veröffentlichungen "Müller, Jana"

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)

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)

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)

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)

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

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