Corvinus
Corvinus

Overcompensation as a service recovery strategy: the fnancial aspect of customers’ extra efort

Kenesei, Zsófa and Bali, Zsófa (2020) Overcompensation as a service recovery strategy: the fnancial aspect of customers’ extra efort. Service Business (14). pp. 187-216. DOI https://doi.org/10.1007/s11628-020-00413-w

[img]
Preview
PDF - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
756kB

Official URL: https://doi.org/10.1007/s11628-020-00413-w

A nyílt hozzáférést az EISZ és a kiadó között létrejött "Read and Publish" szerződés biztosította. Open access was provided "Read and Publish" contract between EIS and the publisher.

Abstract

Compensation is one of the most important elements of service. Companies often pursue a strategy of overcompensation; however, there are contradictory results in the literature whether overcompensation has a positive or negative efect on post‑ complaint customer behaviour. In this paper, based on three studies, we prove that examining the amount of additional efort required of the customer in order to achieve service recovery can help us better explain outcomes of the service recov‑ ery. Our results clearly show that the degree of additional customer efort has sig‑ nifcant infuence both on satisfaction and on perceived fairness and it moderates the efect of the amount of compensation.

Item Type:Article
Uncontrolled Keywords:compensation, consumer behaviour, complaint handling, satisfaction, justice
Subjects:Commerce and tourism
Service management
DOI:https://doi.org/10.1007/s11628-020-00413-w
ID Code:6087
Deposited By: Veronika Vitéz
Deposited On:25 Nov 2020 15:57
Last Modified:27 Nov 2020 14:51

Repository Staff Only: item control page