How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Katja Gelbrich, Jana Gäthke, and Yany Grégoire
| Year of publication: |
2015
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|---|---|
| Authors: | Gelbrich, Katja ; Gäthke, Jana ; Grégoire, Yany |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 18.2015, 1, p. 107-123
|
| Subject: | optimal compensation level | postcomplaint satisfaction | curve progression | service-dominant logic | service failure | flawed service | service recovery | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Service-Dominant Logic | Service-dominant logic |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010483434