Research Focus

• Product returns
• Post-complaint behavior
• Cross-cultural research

Biography

Dr. Jana Gäthke was Assistant Professor at the Chair of International Management at Catholic University of Eichstätt-Ingolstadt. Her prior academic career includes positions as Research Assistant at Ilmenau University of Technology, Visiting Scholar at HEC Montréal (Canada) and Guest Lecturer at Stockholm School of Economics in Riga (Latvia). From 2016 to 2022, she was a member of the Young Academy of the Bavarian Academy of Sciences and Humanities. Her research focuses on international marketing, service recovery, product returns, and smart technologies. She has published articles in the Journal of Service Research, Journal of Business Research, Psychology and Marketing and Journal of Retailing and Consumer Services. Her work is also regularly presented at international marketing and services conferences.

Awards & Honors

• Best SERVSIG Conference Paper Award Finalist, 2018
• Member of the Young Academy of the Bavarian Academy of Sciences and Humanities, since 2016
• Excellence in Teaching Award, WFI Ingolstadt School of Management, Catholic University of Eichstätt-Ingolstadt, 2016
• Postdoctoral scholarship from Foundation of Canadian Studies, 2015
• Bavarian cultural award for thesis "The optimal Compensation After a Complaint", 2014
• ANZMAC-Conference: Best paper of the conference, 2011   
• ANZMAC-Conference: Best paper in a track (Services Marketing), 2011

Publications

Refereed Journal Articles:

Gäthke, J.; Gelbrich, K.; Chen, S. (2022): 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, 25 (3), 402-421.

Nazifi, A., Murdy,S., Marder B., Gäthke, J., Shabani, B. (2021): “A Bit(coin) of Happiness After a Failure: An Empirical Examination of the Effectiveness of Cryptocurrencies as an Innovative Recovery Tool, Journal of Business Research, 124, 494–505.

Gäthke, J. (2020): "The Impact of Augmented Reality on Overall Service Satisfaction in Elaborate Servicescapes", in Journal of Service Management, 31 (2), 227–246.

Gelbrich, K.; Gäthke, J.; Hübner, A. (2017): "Rewarding Customers Who Keep a Product: How Reinforcement Affects Customers' Product Return Decision in Online Retailing", in Psychology and Marketing, 34 (9), 853–867.

Gelbrich, K.; Gäthke, J.; Grégoire, Y. (2016): "How a Firm's Best versus Normal Customers React to Compensation after a Service Failure", in Journal of Business Research, 69 (10), 4331–4339.

Gelbrich, K.; Gäthke, J.; Grégoire, Y. (2015): "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, 18 (1), 107–123.

Roschk, H.; Müller, J.; Gelbrich, K. (2013): "Age matters: How Developmental Stages of Adulthood Affect Customer Reaction to Complaint Handling Efforts", in Journal of Retailing and Consumer Services, 20 (2), 154–164.

Refereed Conference Articles:

Gäthke, J.; Gelbrich, K.; Voigt, S. (2020): "Finding an Adequate Service Strategy to Manage Product Recalls: Effects of Perceived Risk, Perceived Convenience, and Time Horizon", in Proceedings of the La Londe Conference 2020.

Nazifi, A.; Gäthke, J.; Murdy, S.; Marder, B. (2020): "Monetary Compensation 2.0: Investigating the Efficacy of Crypto Compensation", paper accepted for presentation at ICServ2020, Osaka, Japan, March 13–15.

Gäthke, J.; Gelbrich, K.; Chen, S. (2019): "Is This Product Return Legitimate? A Cross-National Investigation on Product Return Behavior", 48th EMAC Annual Conference, Hamburg, Germany, May 28–31.

Gelbrich, K.; Gäthke, J.; Birner, S. (2019): "How Augemented Reality in Smart Services improves customer experience", 16th QUIS Symposium 2019, Karlstad, Sweden, June 10–13.

Gelbrich, K.; Gäthke, J.; Voigt, S. (2018): "Finding an Adequate Service Strategy for the Management of Product Recalls", 26th Annual Frontiers in Services Conference 2018, Austin Tx, USA, September 6–9.

Gäthke, J.; Gelbrich, K. (2018): "A Cross-National Service Strategy to Deal with Product Returns: The Role of Return Policies and Institutional Enivronment", 10th SERVSIG Conference 2018 in Paris, France, June 14–16.

Gäthke, J.; Bilstein, N. (2017): "How to Acquire New Customers When Online Retailers Are Forced to Non-Disclose Information? The Role of Curiosity", EMAC 46th Annual Conference 2017 in Groningen, Netherlands, May 23–26.

Gäthke, J.; Gelbrich, K.; Hübner, A. (2016): "A New Online Retail Return Policy to Achieve Large Order Numbers and Low Returns", EMAC 45th Annual Conference 2016 in Oslo, Norway, May 24–27.

Gäthke, J.; Bilstein, N.; Weißberger, J. (2016): "Too exclusive?! The negative effects of exclusivity as a service strategy", 25th Annual Frontiers in Services Conference 2016, Bergen, Norway, June 23-26.

Gäthke, J.; Gelbrich, K.; Grégoire, Y. (2015): "The Power of Multinational Service Firms' Return Policies in Different National Contexts", 24th Annual Frontiers in Services Conference 2015, San Jose/CA, July 9–12.

Gelbrich, K.; Gäthke, J.; Grégoire, Y. (2014): "How Much Should Firms Offer to their Best Customers? Understanding the Moderation Effect of Relationship Quality on the Nonlinear Effect of Compensation on Satisfaction", AMA 2014 Summer Marketing Educators Conference. 

Gelbrich, K.; Müller, J.; Grégoire, Y.; Roschk, H. (2011): "The More Compensation the Better? The Nonlinear Relationship Between Compensation Level and Post-Complaint Satisfaction", in Proceedings of the 2011 ANZMAC-Conference.

Roschk, H.; Müller, J.; Gelbrich, K. (2010): "The Moderating Impact of Age on Post-complaint Behavior", in 39th Proceedings of the 2010 EMAC Conference, Suzanne C. Beckmann, Torsten Ringberg and Thomas Ritter (eds.), Vol. 39, Copenhagen.

Books:

Gäthke, J. (2013): Die optimale Kompensationshöhe nach einer Beschwerde, Dissertation, Hamburg: Verlag Dr. Kovač.

Nonrefereed Journal Articles, Working Papers, Poster Presentations, and Media:

Gäthke, J.; Lechner, A. J.; Marquardt, H.; Müller, K.; Schilling, F.; Schwardmann, P.; Zobel, M. (2019): "Publish or Perish: Welche Bedeutung High-Profile Zeitschriften für den wissenschaftlichen Nachwuchs haben", in Akademie Aktuell, Vol. 68, pp. 52–55.

Gäthke, J. (2019), "Retouren im Online-Handel, Podcast: Bavarian Academy of Sciences and Humanities.

Gäthke, J. (2017), "Es wird immer schwieriger als Autist im stillen Kämmerlein zu forschen und damit zu überleben - Interview mit Hanns Hatt", in Akademie Aktuell, Vol. 61, pp. 31–35.

Gäthke, J. (2015): "Cross-Cultural Differences in Online Product Return Behavior between Germany and Canada", poster presentation 36th annual conference ot the Association for Canadian Studies in German-speaking Countries.

Roschk, H.; Müller, J. (2009): "Alter als Moderator im Nachbeschwerdeverhalten", in Ilmenauer Schriften zur Betriebswirtschaftslehre, 5/20.