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The More Compensation the Better? The Nonlinear Relationship Between Compensation Level and Post-Complaint Satisfaction

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Gelbrich, Katja ; Müller, Jana ; Yany, Grégoire ; Roschk, Holger:
The More Compensation the Better? The Nonlinear Relationship Between Compensation Level and Post-Complaint Satisfaction.
In: MacCarthy, Martin (Hrsg.): Australia New Zealand Marketing Academy Conference (ANZMAC) 2011 : marketing in the age of consumerism: Jekyll or Hyde? ; proceedings ; 28-30 November 2011, Perth, Western Australia. - Perth : School of Marketing, Faculty of Business & Law, Tourism and Leisure, Edith Cowan University, 2011
ISBN 978-0-646-56330-5

Kurzfassung/Abstract

This paper examines the curve progression of the relationship between compensation level and post-complaint satisfaction. Drawing on the Law of Diminishing Marginal Utility vs. Prospect Theory, we hypothesize two competing nonlinear curve progressions. Hypotheses are tested through curve estimation procedure based on a 2 by 11 mixed factorial design crossing eleven compensation levels (0% – 200%) and two industries (services vs. consumer goods). For services, the curve appears to be concave: Satisfaction increases to a disproportionally small extent with increasing compensation. For goods, the curve appears to be S-shaped: The highest incremental effect of compensation is reached at about 80% compensation, and the effect becomes negative for compensation greater than 160%. Implications for complaint management theory and practice are discussed.

Weitere Angaben

Publikationsform:Aufsatz in einem Buch
Schlagwörter:complaint management, post-complaint satisfaction, compensation level, curve progression
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Internationales Management
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Begutachteter Aufsatz:Ja
Titel an der KU entstanden:Ja
Eingestellt am:04. Jul 2012 14:57
Letzte Änderung:31. Mär 2015 17:12
URL zu dieser Anzeige:http://edoc.ku-eichstaett.de/9273/