A meta-analysis of satisfaction with complaint handling in services

Journal of the Academy of Marketing Science

Volumn 38, Issue 2, 2010, Pages 169-186

  Orsingher, Chiara ^a   Valentini, Sara ^a   de Angelis, Matteo ^b  

^a UNIVERSITY OF BOLOGNA   (Italy)

^b LUISS UNIVERSITY   (Italy)

Author keywords

Justice theory; Meta analysis; Satisfaction with complaint handling; Service failure; Service recovery

Indexed keywords

EID: 78650274412     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-009-0155-z     Document Type: Article

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