Sie befinden sich hier:  Fakultäten  Wirtschaftswissenschaftliche Fakultät Ingolstadt  Department of International Management  Team  Dr. Jana Gäthke

Dr. Jana Gäthke

  • Assistant professor




    Catholic University of Eichstätt-Ingolstadt
    Neubau Wirtschaftswissenschaftliche Fakultät
    Auf der Schanz 49
    85049 Ingolstadt

    Room: 317 NB
    Phone: +49 (0)841 937-21937
    Email: jana.gaethke(at)

    Research focus

    • International complaint management
    • Post-complaint behavior
    • Cross-cultural Research


    • Empirische Management Forschung (Empirical Management Research)
    • Seminar Internationales Management (Seminar International Management)
  • Office hours

    • Tuesday, 10.30 - 11.30 a.m. (by prior arrangement)

    Responsibilities at the chair

    • Letters of recommendation
    • Application process for bachelor and master theses

Employment history

2013 - present: Post-doc researcher at Catholic University of Eichstätt-Ingolstadt, Chair of International Management

2014: Visiting scholar at HEC Montréal

2013: Guest lecturer at Stockholm School of Economics (SSE) in Riga

2011-2013: Research assistant at Catholic University of Eichstätt-Ingolstadt, Chair of International Management

2009 - 2011: Research assistant at Ilmenau University of Technology, Chair of Marketing


2013 - present: Catholic University of Eichstätt-Ingolstadt, Chair of International Management, postdoctoral candidate

2011 - 2013: Catholic University Eichstätt-Ingolstadt, Chair of International Management (doctoral degree)

Thesis: The optimal compensation after a complaint

2009 - 2011: Ilmenau University of Technology, Chair of Marketing, doctoral candidate

2004 - 2009:  Ilmenau University of Technology, Studies in Media Business Administration (diploma degree)

Thesis: The moderating impact of age on post-complaint behavior


Refereed journal articles:

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), 4331-39.

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., Chen, S. (2019): "Is This Product Return Legitimate? A Cross-National Investigation on Product Return Behavior", paper accepted for presentation at 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", paper accepted for presentation at 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., Gelbrick, 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.



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


Working papers and poster presentations:

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.

Awards and Honors


Best SERVSIG Conference Paper Award Finalist

Since 2016

Member of the Young Scholars Program of the Bavarian Academy of Sciences and Humanities (Junges Kolleg der Bayerischen Akademie der Wissenschaften)


Postdoctoral scholarship from Foundation of Canadian Studies


Bavarian cultural award for thesis "The optimal Compensation After a Complaint"


ANZMAC-Conference: Best paper of the conference     

ANZMAC-Conference: Best paper in a track (Services Marketing)