The Effectiveness of Compensation Given to Complaining Consumers: Is More Better?

Dennis E. Garrett

30 citations0/0 files storedThe Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Retail Behavior Studies

Abstract

Most major consumer products companies offer compensation (e.g., refunds, coupons, replacement products) to their dissatisfied consumers to resolve their complaints. However, it is not clear if greater amounts of compensation have significantly positive effects on complaining consumers. This study evaluated the impact that greater amounts of compensation had on 1,796 consumers who complained to a major consumer products company. The results showed that greater amounts of compensation did not significantly increase these complaining consumers' repeat purchase intentions, word-of mouth communication, or satisfaction with the company's compensation offer.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 30 citations exist upstream.

Cited by

2002I told you so! Restaurant customers' word-of-mouth communication patterns 2012Should retailers pay to bring customers back? The impact of quick response and coupons on purchase outcomes 2009How to solve product‐harm crises in retailing?2018An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management 2020Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort

Imported from OpenAlex (CC0) — nothing here is generated.