Do complainants appreciate overcompensation? : a meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
Year of publication: |
2011
|
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Authors: | Gelbrich, Katja ; Roschk, Holger |
Published in: |
Marketing letters : a journal of research in marketing. - Dordrecht [u.a.] : Springer, ISSN 0923-0645, ZDB-ID 1031012-5. - Vol. 22.2011, 1, p. 31-47
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Subject: | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Meta-Analyse | Meta-analysis | Beziehungsmarketing | Relationship marketing |
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