Katja Gelbrich’s research while affiliated with Katholische Universität Eichstätt-Ingolstadt (KU) and other places

... The term "perceived benefits" involves the perceived advantages or beneficial outcomes people or organizations think they will experience due to a specific decision, action, product, service, etc. [34]. These advantages depend on individual perceptions, values, and subjective evaluations instead of necessarily quantifiable. ...

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Investigating the Role of Green Behavior and Perceived Benefits in Shaping Green Car Buying Behavior with Environmental Awareness as a Moderator

... Currently, research on the human-AI relationship mainly focuses on understanding the formation mechanism of this relationship and its consequences (Gelbrich et al., 2023;Zhang et al., 2024). These studies strongly support the notion that customers perceive AI, as social entities and actively cultivate and maintain relationships with AI entities . ...

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Building harmonious human–AI relationship through empathy in frontline service encounters: underlying mechanisms and journey stage differences

... Consumer behavior refers to the actions of individuals or groups regarding how they respond to, purchase, and use products (Aryani et al., 2021;Gelbrich et al., 2023;Satoto & Putra, 2021). This comprehensive field involves understanding the decision-making processes and the factors that influence these processes. ...

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The Effect of Influencer Marketing on Consumer Behavior of Fashion Style in the Age of Social Media

... Attitude refers to a summary evaluation of a psychological object, person, or concept, encompassing attributes such as good-bad, harmful-beneficial, pleasant-unpleasant, and likable-dislikable (Rozenkowska, 2023). Meanwhile, purchase intention denotes the likelihood or willingness of a consumer to make a purchase (Gelbrich, Müller, & Westjohn, 2023;Ratasuk, 2023). Attitude's role in trust development, as asserted by Nguyen (2022), is of significant importance. ...

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Psychological Factors Influencing Millennial's Purchase Intentions of Landed Residential Property In Phnom Penh, Cambodia

... Studies on consumer behaviour as early as the mid-twentieth century had shown that many purchases are habitual rather than the result of extensive forethought and investigation of available options (Katona & Mueller, 1955). Katona argued that 'to understand business life, both habitual and routine acts and their abandonment through making genuine decisions must be studied' (Katona, 1951, p. 52), and suggested that the degree of conscious engagement with a decision to make a purchase was correlated with the relative importance of the given purchase. ...

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The End of Capitalism, Again? An institutional- evolutionary view

... The inherent linking of productization logic to portfolio considerations might make a relevant consideration in the M&A context. Productization has been seen as a multi-stage process that considers analyzing customer needs and combines tangible and intangible elements into a product-like entity [22]- [24]. The concept has been applied to physical products [13] [22], services [14] [24,25], and experience type of an offering [26]. ...

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Productization for Consistent Data & Product Understanding in Mergers and Acquisitions

... Although novelty seeking dominating in Western culture may negatively impact the influence of return policy leniency on perceived control, and collectivism dominating in Eastern culture may negatively impact the influence of return policy leniency on perceived relatedness, the literature contains limited research verifying the above issues. Moreover, scholars have called for further research to understand the lenient return policy's application in different market segments (Gäthke et al. 2022). For this reason, we propose that the effects of return policy leniency would be different due to Western customers' novelty seeking and Western customers' collectivism. ...

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How return policy leniency affects customer patronage in online retailing: moderating roles of novelty seeking and collectivism

... The distinction between emotional support and technical support has attracted considerable interest in recent years, particularly within the realm of online interactions and digital agencies (e.g., online communities, digital coaching systems, and social media) (Bickmore et al. 2012;Gelbrich, Hagel, and Orsingher 2021;Golaszewski et al. 2022). Emotional support involves aiding individuals by primarily addressing their emotional needs and providing comfort, empathy, and reassurance to enhance well-being and alleviate stress (Cohen and Wills 1985). ...

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From Virtual Trainers to Companions? Examining How Digital Agency Types, Anthropomorphism, and Support Shape Para‐Social Relationships in Online Fitness

... While they try to maximize their revenues without ignoring customer satisfaction, they should be careful not to affect customer experience negatively. It is important for restaurant employees to be trained and to approach customers politely and understanding to maintain customer satisfaction in case of overbooking (Kimes, 2004(Kimes, , 2011Nazifi et al., 2021). Additionally, handling customer complaints quickly and effectively can protect the business's reputation. ...

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Overbooking and customer reactions in tourism: Evidence from restaurants

... Previous research indicates that different compensation types can have different effects in different situations. Monetary compensations can be more effective than apologies and explanations (Orsingher et al., 2010) and replacements or vouchers (Noone and Lee, 2010), but compensations should match the type of service failure to be fully efficient, in which case an explanation can be more efficient than monetary compensation (Nazifi et al., 2020). Quasimonetary compensations like cryptocurrencies (Nazifi et al., 2021b) have similarly been found to have positive effects. ...

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The demand-what-you-want strategy to service recovery: Achieving high customer satisfaction with low service failure compensation using anchoring and precision effects