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

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  • Katja Gelbrich

    ()

  • Holger Roschk

    ()

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    Abstract

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    File URL: http://hdl.handle.net/10.1007/s11002-010-9101-6
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    Bibliographic Info

    Article provided by Springer in its journal Marketing Letters.

    Volume (Year): 22 (2011)
    Issue (Month): 1 (March)
    Pages: 31-47

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    Handle: RePEc:kap:mktlet:v:22:y:2011:i:1:p:31-47

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    Web page: http://www.springerlink.com/link.asp?id=100312

    Related research

    Keywords: Service recovery; Compensation; Meta-analysis; Consumer behavior; Consumer satisfaction; Complaint management;

    References

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    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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    1. Kahneman, Daniel & Tversky, Amos, 1979. "Prospect Theory: An Analysis of Decision under Risk," Econometrica, Econometric Society, vol. 47(2), pages 263-91, March.
    2. Kent B. Monroe, 1971. "The Information Content of Prices: A Preliminary Model for Estimating Buyer Response," Management Science, INFORMS, vol. 17(8), pages B519-B532, April.
    3. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, University of Chicago Press, vol. 21(4), pages 695-707, March.
    4. Gilly, Mary C & Gelb, Betsy D, 1982. " Post-Purchase Consumer Processes and the Complaining Consumer," Journal of Consumer Research, University of Chicago Press, vol. 9(3), pages 323-28, December.
    5. Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
    6. Fern, Edward F & Monroe, Kent B, 1996. " Effect-Size Estimates: Issues and Problems in Interpretation," Journal of Consumer Research, University of Chicago Press, vol. 23(2), pages 89-105, September.
    7. Goodwin, Cathy & Ross, Ivan, 1992. "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions," Journal of Business Research, Elsevier, vol. 25(2), pages 149-163, September.
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    Cited by:
    1. Holger Roschk & Susanne Kaiser, 2013. "The nature of an apology: An experimental study on how to apologize after a service failure," Marketing Letters, Springer, vol. 24(3), pages 293-309, September.
    2. Passos, Gisèle, 2013. "La vengeance du consommateur insatisfait sur Internet et l'effet sur les attitudes des autres consommateurs," Economics Thesis from University Paris Dauphine, Paris Dauphine University, number 123456789/11827 edited by Le Nagard, Emmanuelle, November.

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