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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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    References listed on IDEAS

    1. 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.
    2. Kahneman, Daniel & Tversky, Amos, 1979. "Prospect Theory: An Analysis of Decision under Risk," Econometrica, Econometric Society, vol. 47(2), pages 263-291, March.
    3. 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.
    4. Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
    5. 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.
    6. 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 323-328, December.
    7. 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.
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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. 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.
    3. repec:eee:joreco:v:20:y:2013:i:2:p:154-164 is not listed on IDEAS
    4. 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.
    5. 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.
    6. Jimmy Wong & Joshua D. Newton & Fiona J. Newton, 2016. "Powerlessness following service failure and its implications for service recovery," Marketing Letters, Springer, vol. 27(1), pages 63-75, March.
    7. 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.
    8. 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.
    9. 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.
    10. 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.
    11. repec:spr:svcbiz:v:11:y:2017:i:4:d:10.1007_s11628-016-0328-z is not listed on IDEAS


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