Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
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Bibliographic InfoArticle provided by Springer in its journal Marketing Letters.
Volume (Year): 22 (2011)
Issue (Month): 1 (March)
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Web page: http://www.springerlink.com/link.asp?id=100312
Service recovery; Compensation; Meta-analysis; Consumer behavior; Consumer satisfaction; Complaint management;
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