@article{AbelerCalakiAndreeetal.2010,
  author    = {Abeler, Johannes and Calaki, Juljana and Andree, Kai and Basek, Christoph},
  title     = {The power of apology},
  issn      = {0165-1765},
  doi       = {10.1016/j.econlet.2010.01.033},
  year      = {2010},
  abstract  = {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.},
  language  = {en}
}