A Meta-Analysis of Organizational Complaint Handling and Customer Responses

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Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “…the impacts of a number of factors, such as attribution (Hess, Ganesan & Klein, 2007; Laczniak, DeCarlo & Ramaswami, 2001), perceived justice (Gelbrich & Roschk, 2011; Grégoire and Fisher, 2008; Kim et al., 2009), social comparison (Bonifield & Cole, 2007), consumer power (Grégoire et al.,…”
Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident (2016, background): “The competing model did not, however, indicate a better fit, since the Akaike Information Criterion (AIC) increased from 946 to 1264 (Akaike, 1987), the RMSEA increased to .56 and the x2/df increased to 4.99 (Gelbrich & Roschk, 2011; Kumar & Sharma, 1999).”
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, methodology): “In line with prior meta-analyses (de Matos, Henrique, and Rossi 2007; Gelbrich and Roschk 2011; Orsingher, Valentini, and de Angelis 2010), we develop predictions on whether contextual factors (cultural values), methodological factors (research method, subjects, and type of failure) and measurement…”