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Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction
Katja Gelbrich and Holger RoschkVolume:
22
Language:
english
Journal:
Marketing Letters
DOI:
10.2307/41488519
Date:
March, 2011
File:
PDF, 1.65 MB
english, 2011