Compensation is one of the most important elements of service. Companies often pursue a strategy of overcompensation; however, there are contradictory results in the literature whether overcompensation has a positive or negative effect on postcomplaint customer behaviour. In this paper, based on three studies, we prove that examining the amount of additional effort required of the customer in order to achieve service recovery can help us better explain outcomes of the service recovery. Our results clearly show that the degree of additional customer effort has significant influence both on satisfaction and on perceived fairness and it moderates the effect of the amount of compensation.

中文翻译：

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作为服务恢复策略的过度补偿：客户额外努力的财务方面

补偿是服务中最重要的要素之一。公司经常追求过度补偿的策略。但是，在文献中是否存在过度补偿对投诉后的客户行为产生积极影响还是消极影响的结论。在本文中，基于三项研究，我们证明检查客户为实现服务恢复所需的额外工作量可以帮助我们更好地解释服务恢复的结果。我们的结果清楚地表明，额外的客户努力程度对满意度和感知的公平性都有重要影响，并且可以减轻赔偿金额的影响。