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

Author： Gelbrich Katja  

Publisher： Springer Publishing Company

ISSN： 0923-0645

Source： Marketing Letters, Vol.22, Iss.1, 2011-03, pp. : 31-47

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Rationalization, Overcompensation and the Escalation of Corruption in Organizations

By Zyglidopoulos Stelios   Fleming Peter   Rothenberg Sandra  

Journal of Business Ethics, Vol. 84, Iss. 1, 2009-01 ,pp. : 65-73

Springer Publishing Company

Access to resources Recommend Favorite

The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants

By Kau Ah-Keng   Loh Elizabeth Wan-Yiun  

Journal of Services Marketing, Vol. 20, Iss. 2, 2006-02 ,pp. : 101-111

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Aggregate Complaint Analysis: A Procedure for Developing Customer Service Satisfaction

By Lapidus Richard S   Schibrowsky John A  

Journal of Services Marketing, Vol. 8, Iss. 4, 1994-04 ,pp. : 50-60

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Do we bank on regulation or reputation? A meta-analysis and meta-regression of organizational trust in the financial services sector

By Nienaber Ann-Marie   Hofeditz Marcel   Searle Rosalind H.  

The International Journal of Bank Marketing, Vol. 32, Iss. 5, 2014-07 ,pp. : 367-407

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Explaining customer satisfaction with complaint handling

By Varela-Neira Concepción   Vázquez-Casielles Rodolfo   Iglesias Víctor  

The International Journal of Bank Marketing, Vol. 28, Iss. 2, 2010-01 ,pp. : 88-112

Emerald Group Publishing Ltd

Access to resources Recommend Favorite