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

Katja Gelbrich () and Holger Roschk ()
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Katja Gelbrich: http://www.tu-ilmenau.de/mar
Holger Roschk: http://www.tu-ilmenau.de/mar

Marketing Letters, 2011, vol. 22, issue 1, 47 pages

Keywords: Service recovery; Compensation; Meta-analysis; Consumer behavior; Consumer satisfaction; Complaint management (search for similar items in EconPapers)
Date: 2011
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DOI: 10.1007/s11002-010-9101-6

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