TY  - JOUR
A1  - Abeler, Johannes
A1  - Calaki, Juljana
A1  - Andree, Kai
A1  - Basek, Christoph
T1  - The power of apology
N2  - How should firms react to customer complaints after an unsatisfactory purchase? In a field experiment, we test the effect of different reactions and find that a cheap-talk apology yields significantly better outcomes for the firm than offering a monetary compensation.
Y1  - 2010
UR  - https://publishup.uni-potsdam.de/frontdoor/index/index/docId/30984
UR  - http://www.sciencedirect.com/science/journal/01651765
SN  - 0165-1765
ER  -