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A meta-analysis of satisfaction with complaint handling in services

2009361 citationsJournal Article

Authors

Chiara Orsingher · University of Bologna

Sara Valentini · University of Bologna

Matteo De Angelis · Libera Università Internazionale degli Studi Sociali Guido Carli

Topics & Keywords

Customer Service Quality and Loyalty Psychology of Social Influence Corporate Identity and Reputation

UN Sustainable Development Goals

Peace, Justice and strong institutions

Publication Details

Published in: Journal of the Academy of Marketing Science

Volume 38, Issue 2, pp. 169-186

DOI: 10.1007/s11747-009-0155-z

Field-Weighted Citation Impact: 15.54

A meta-analysis of satisfaction with complaint handling in services | Researchclopedia