@article{06fcf531db254774ac5e482e40814b6b,
title = "Identifying Appropriate Compensation Types for Service Failures: A Meta-Analytic and Experimental Analysis",
keywords = "compensation type, consumer complaints, failure type, meta-analysis, recovery, resource exchange theory",
author = "Holger Roschk and Katja Gelbrich",
year = "2014",
month = may,
doi = "10.1177/1094670513507486",
language = "English",
volume = "17",
pages = "195--211",
journal = "Journal of Service Research",
issn = "1094-6705",
publisher = "SAGE Publications",
number = "2",
}