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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, 2011. "Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction," Marketing Letters, Springer, vol. 22(1), pages 31-47, March.
    • Handle: RePEc:kap:mktlet:v:22:y:2011:i:1:p:31-47
    DOI: 10.1007/s11002-010-9101-6
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    1. Daniel Kahneman & Amos Tversky, 2013. "Prospect Theory: An Analysis of Decision Under Risk," World Scientific Book Chapters, in: Leonard C MacLean & William T Ziemba (ed.), HANDBOOK OF THE FUNDAMENTALS OF FINANCIAL DECISION MAKING Part I, chapter 6, pages 99-127, World Scientific Publishing Co. Pte. Ltd..
    2. Kent B. Monroe, 1971. "The Information Content of Prices: A Preliminary Model for Estimating Buyer Response," Management Science, INFORMS, vol. 17(8), pages 519-532, April.
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    4. 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.
    5. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    6. Gilly, Mary C & Gelb, Betsy D, 1982. "Post-Purchase Consumer Processes and the Complaining Consumer," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(3), pages 323-328, December.
    7. Fern, Edward F & Monroe, Kent B, 1996. "Effect-Size Estimates: Issues and Problems in Interpretation," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 23(2), pages 89-105, September.
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    Cited by:

    1. 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.
    2. repec:cup:judgdm:v:12:y:2017:i:2:p:183-197 is not listed on IDEAS
    3. Gelbrich, Katja & Gäthke, Jana & Grégoire, Yany, 2016. "How a firm's best versus normal customers react to compensation after a service failure," Journal of Business Research, Elsevier, vol. 69(10), pages 4331-4339.
    4. Siret, Iris & Sabadie, William, 2022. "Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social media," Journal of Business Research, Elsevier, vol. 150(C), pages 476-490.
    5. Roschk, Holger & Müller, Jana & Gelbrich, Katja, 2013. "Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts," Journal of Retailing and Consumer Services, Elsevier, vol. 20(2), pages 154-164.
    6. Chao Miao & Michael J. Barone & Shanshan Qian & Ronald H. Humphrey, 2019. "Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions," Marketing Letters, Springer, vol. 30(3), pages 335-347, December.
    7. Zsofia Kenesei & Zsofia Bali, 2020. "Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 187-216, June.
    8. Pierre-Nicolas Schwab, 2015. "Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction," Working Papers CEB 15-005, ULB -- Universite Libre de Bruxelles.
    9. Sourav Bikash Borah & Srinivas Prakhya & Amalesh Sharma, 2020. "Leveraging service recovery strategies to reduce customer churn in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 48(5), pages 848-868, September.
    10. Haesevoets, Tessa & Van Hiel, Alain & Reinders Folmer, Chris & De Cremer, David, 2014. "What money can’t buy: The psychology of financial overcompensation," Journal of Economic Psychology, Elsevier, vol. 42(C), pages 83-95.
    11. Paolo Antonetti & Ilaria Baghi, 2023. "Projecting lower competence to boost apology effectiveness: Underlying mechanism and boundary conditions," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 695-715, May.
    12. Kobel, Sarah & Groeppel-Klein, Andrea, 2021. "No laughing matter, or a secret weapon? Exploring the effect of humor in service failure situations," Journal of Business Research, Elsevier, vol. 132(C), pages 260-269.
    13. Jasenko Arsenovic & Bo Edvardsson & Tobias Otterbring & Bård Tronvoll, 2023. "Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters," Marketing Letters, Springer, vol. 34(1), pages 69-82, March.
    14. Pierre-Nicolas Schwab & Sandra Rothenberger, 2015. "Online Complaint Handling: The Effects of Politeness and Grammaticality upon Perceived Professionalism and Loyalty," Working Papers CEB 15-015, ULB -- Universite Libre de Bruxelles.
    15. Baliga, Ashwin J. & Chawla, Vaibhav & Sunder M, Vijaya & Ganesh, L.S. & Sivakumaran, Bharadhwaj, 2021. "Service Failure and Recovery in B2B Markets – A Morphological Analysis," Journal of Business Research, Elsevier, vol. 131(C), pages 763-781.
    16. Yu-Li Lin & Hsiu-Wen Liu & Phuoc-Thi Ngo, 2016. "Silence is not Golden: The Effects of Prohibitive Voice on Customer Citizenship Behaviors," International Business Research, Canadian Center of Science and Education, vol. 9(9), pages 24-33, September.
    17. Tessa Haesevoets & Alain Van Hiel & Mario Pandelaere & Dries H. Bostyn & David De Cremer, 2017. "How much compensation is too much? An investigation of the effectiveness of financial overcompensation as a means to enhance customer loyalty," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 12(2), pages 183-197, March.
    18. 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.
    19. Millissa F. Y. Cheung & W. M. To, 2017. "The effect of organizational responses to service failures on customer satisfaction perception," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 767-784, December.

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