• search hit 2 of 2
Back to Result List

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.

Export metadata

Additional Services

Search Google Scholar Statistics
Metadaten
Author details:Johannes Abeler, Juljana Calaki, Kai Andree, Christoph Basek
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
Accept ✔
This website uses technically necessary session cookies. By continuing to use the website, you agree to this. You can find our privacy policy here.