Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
| Year of publication: |
2011
|
|---|---|
| Authors: | Gelbrich, Katja ; Roschk, Holger |
| Published in: |
Marketing Letters. - Springer. - Vol. 22.2011, 1, p. 31-47
|
| Publisher: |
Springer |
| Subject: | Service recovery | Compensation | Meta-analysis | Consumer behavior | Consumer satisfaction | Complaint management |
| Extent: | text/html |
|---|---|
| Type of publication: | Article |
| Source: |
Persistent link: https://www.econbiz.de/10008926153