The power of apology
- 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.
Author details: | Johannes Abeler, Juljana Calaki, Kai Andree, Christoph Basek |
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URL: | http://www.sciencedirect.com/science/journal/01651765 |
DOI: | https://doi.org/10.1016/j.econlet.2010.01.033 |
ISSN: | 0165-1765 |
Publication type: | Article |
Language: | English |
Year of first publication: | 2010 |
Publication year: | 2010 |
Release date: | 2017/03/25 |
Source: | Economics letters. - ISSN 0165-1765. - 107 (2010), 2, S. 233 - 235 |
Organizational units: | Wirtschafts- und Sozialwissenschaftliche Fakultät / Wirtschaftswissenschaften |
Peer review: | Referiert |