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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, Holger RoschkVolume:
22
Language:
english
Pages:
17
DOI:
10.1007/s11002-010-9101-6
Date:
March, 2011
File:
PDF, 233 KB
english, 2011