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  - http://www.sciencedirect.com/science/journal/01651765
U6  - https://doi.org/10.1016/j.econlet.2010.01.033
SN  - 0165-1765
ER  - 
TY  - JOUR
ED  - Auer, Soeren
ED  - Bizer, Christian
ED  - Müller, Claudia
ED  - Zhdanova, Anna V.
T1  - The Social Semantic Web 2007 : Proceedings of the 1st Conference on Social Semantic Web (CSSW) ; September 26- 28, Leipzig, Germany
JF  - GI-Edition : Proceedings
Y1  - 2007
SN  - 978-3-88579-207-9
VL  - 113
PB  - Ges. für Informatik
CY  - Bonn
ER  -