Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort
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DOI: 10.1007/s11628-020-00413-w
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References listed on IDEAS
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Cited by:
- Miikka J. Lehtonen & J. Tuomas Harviainen & Annakaisa Kultima, 2023. "How monetization mechanisms in mobile games influence consumers’ identity extensions," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 113-136, March.
- Ramakrishna Salagrama & Sanjeev Prashar & T. Sai Vijay, 2021. "Do customers exhibit gratitude after service recovery? Understanding the moderating role of relationship type," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 757-779, December.
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Keywords
Compensation; Consumer behaviour; Complaint handling; Satisfaction; Justice;All these keywords.
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