Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction

Marketing Letters

Volumn 22, Issue 1, 2011, Pages 31-47

  Gelbrich, Katja ^a   Roschk, Holger ^a  

^a ILMENAU UNIVERSITY OF TECHNOLOGY   (Germany)

Author keywords

Compensation; Complaint management; Consumer behavior; Consumer satisfaction; Meta analysis; Service recovery

Indexed keywords

EID: 79953165392     PISSN: 09230645     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11002-010-9101-6     Document Type: Article

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