im PublikationsserverTitelangaben
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 |
| Sprache des Eintrags: | Englisch |
| Institutionen der Universität: | Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > ABWL und Internationales Management |
| Weitere URLs: | |
| Begutachteter Aufsatz: | Ja |
| Titel an der KU entstanden: | Ja |
| KU.edoc-ID: | 9273 |
Letzte Änderung: 21. Dez 2021 15:00
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/9273/
