Research Focus

• Automated agents in marketing
• Digital services and digital assistants
• Cross-cultural marketing and consumer behavior
• Service failure & recovery
• Management of product recalls

Publications

You can download a list of Professor Katja Gelbrich's publications here.

Please find the Google Scholar profile here.

Employment History

2015: Offer for chaired professorship in International Management at the University of Magdeburg (declined)

2011–present: Catholic University of Eichstätt-Ingolstadt, Full Professor of International Management

2009: Offer for chaired professorship in Automotive Services at the University of Brunswick (declined)

2006–2011: Ilmenau University of Technology, Full Professor of Marketing

2004: Offer for chaired professorship in Marketing at the University of Applied Sciences, Berlin (declined)

2001–2006: MfM Marktforschung & Marktanalyse GmbH, Managing Director and Partner

1999–2001: DaimlerChrysler AG, Department of Data Mining Solutions, Project Manager

1997–1999: Technical University of Dresden, Chair of Marketing, Research Assistant

Education

2002–2006: University of Stuttgart, Chair of Industrial Marketing and Supply Management, External Postdoc (Venia Legendi in Business Administration)

1999–2001:  University of Stuttgart, Chair of Industrial Marketing and Supply Management, External PhD Student (Doctorial Degree)

1995–1997: Technical University of Dresden, Studies in Business Administration (Diploma)

1990–1995: Humboldt University Berlin, Studies in Business Administration (Undergraduate Diploma), Korean and Japanese Studies (Undergraduate Diploma)

Awards

2023: Best Conference Paper Award for the paper “Can robotic agents serve customers like a human? A meta-analysis on customer responses to robotic vs. human agents" (with Sandra Miederer, Alina Kerath and Holger Roschk) at the 18th International Research Symposium on Service Excellence in Management (QUIS 18), Hanoi, Vietnam.

2022: Best Paper in Track Award for the paper "Increasing Customer Outcomes Through Virtual Companions in Digital Services" (with Alina Kerath, Helen Chun and Julia Hagel) at the 12th SERVSIG Conference, Glasgow, Great Britain.

2022: Best Service Article in 2021 Finalist Award for the paper "Service Products and Productization" (with Jochen Wirtz, Martin Paul Fritze, Elina Jaakkola and Nicole Hartley) at the 12th SERVSIG Conference, Glasgow, Great Britain.

2018: Best Conference Paper Award Finalist for the Paper "A Cross-National Service Strategy to Deal with Product Returns: The Role of Return Policies and Institutional Environment" (with Jana Gäthke and Susan Chen) at the 10. SERVSIG Conference, Paris, France.

2015: Award for the best teaching at the Faculty of Economics of the Catholic University of Eichstätt-Ingolstadt.

2011: Best Conference Paper Award for the Paper „The More Compensation the Better? The Nonlinear Relationship Between Compensation Level and Post-Complaint Satisfaction“ (with Jana Gäthke and Yany Grégoire) at the Australian & New Zealand Marketing Academy Conference, Perth, Australia.

2011: Best Paper Award in Track 6 (International Marketing) for the Paper „The Effects of Absurd Ads on Memory and Persuasion Across Cultures“ (with Daniel Gäthke and Standford A. Westjohn) at the Australian & New Zealand Marketing Academy Conference, Perth, Australia.

2011: Best Paper Award in Track 15 (Services Marketing) for the Paper „The More Compensation the Better? The Nonlinear Relationship Between Compensation Level and Post-Complaint Satisfaction“ (with Jana Müller, Yany Grégoire and Holger Roschk) at the Australian & New Zealand Marketing Academy Conference, Perth, Australia.

2005: Textbook Award of the Association of University Teachers of Business Administration e. V. for the textbook Intercultural Marketing (with Stefan Müller).