Compensating for Service Failure
Introduction
Katja Gelbrich and Holger Roschk seek unpublished studies on the effect of compensation on recovery after a service or retailing failure
Dear Colleagues,
We are currently conducting a meta-analysis and are searching for any unpublished studies on the recovery effect of compensation such as discounts, apologies, refunds, etc. in a service failure or retailing failure setting. We would be very glad if you could help us by sending your findings to Holger Roschk (holger.roschk@ku.de). Everything is welcome and we treat your material absolutely confidential!
To facilitate our research efforts we would be very grateful if you could provide the following information: a brief description of the compensation type and failure type, means (or correlation coefficients), standard deviations, and sample size.
The background in brief: We are currently revising a meta-analysis for the Journal of Service Research. In order to cast a “wider net” of studies included and strengthen our contribution we are searching for any unpublished studies and also published studies we may not have found so far. If you have any questions, please don’t hesitate to contact Holger Roschk (holger.roschk@ku.de).
We appreciate your effort! Thank you very much.
Sincerely,
Katja Gelbrich, PhD
Full Professor of International Management
Catholic University Eichstaett-Ingolstadt
Ingolstadt School of Management
Holger Roschk, PhD
Catholic University Eichstaett-Ingolstadt
Ingolstadt School of Management
Holger.roschk@ku.de
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