Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
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Volume (Year): 22 (2011)
Issue (Month): 1 (March)
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References listed on IDEAS
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- Gilly, Mary C & Gelb, Betsy D, 1982. " Post-Purchase Consumer Processes and the Complaining Consumer," Journal of Consumer Research, Oxford University Press, vol. 9(3), pages 323-28, December.
- Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
- Kahneman, Daniel & Tversky, Amos, 1979.
"Prospect Theory: An Analysis of Decision under Risk,"
Econometric Society, vol. 47(2), pages 263-91, March.
- Amos Tversky & Daniel Kahneman, 1979. "Prospect Theory: An Analysis of Decision under Risk," Levine's Working Paper Archive 7656, David K. Levine.
- 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.
- Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Oxford University Press, vol. 21(4), pages 695-707, March.
- Fern, Edward F & Monroe, Kent B, 1996. " Effect-Size Estimates: Issues and Problems in Interpretation," Journal of Consumer Research, Oxford University Press, vol. 23(2), pages 89-105, September.
- 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.
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