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dc.contributor.authorAbeler, Johannesen_US
dc.contributor.authorCalaki, Juljanaen_US
dc.contributor.authorAndree, Kaien_US
dc.contributor.authorBasek, Christophen_US
dc.date.accessioned2011-09-26T13:23:53Z-
dc.date.available2011-09-26T13:23:53Z-
dc.date.issued2009en_US
dc.identifier.urihttp://hdl.handle.net/10419/49660-
dc.description.abstractAfter an unsatisfactory purchase, many firms are quick to apologize to customers. It is, however, not clear why they should do that. As the apology is costless, it should be regarded as cheap talk and thus ignored by the customer. In this paper, we test in a controlled field experiment whether apologizing in fluences customers' subsequent behavior. We find that apologizing yields much better outcomes for the firm than offering a monetary compensation.en_US
dc.language.isoengen_US
dc.publisherCEDEX Nottinghamen_US
dc.relation.ispartofseriesCeDEx discussion paper series 2009-12en_US
dc.subject.jelC93en_US
dc.subject.jelD82en_US
dc.subject.jelL81en_US
dc.subject.ddc330en_US
dc.subject.keywordapologyen_US
dc.subject.keywordcredulityen_US
dc.subject.keywordnatural field experimenten_US
dc.subject.stwBeziehungsmarketingen_US
dc.subject.stwProduktqualitäten_US
dc.subject.stwReklamationen_US
dc.subject.stwHaftungen_US
dc.subject.stwUnternehmensethiken_US
dc.subject.stwTesten_US
dc.titleThe power of apologyen_US
dc.typeWorking Paperen_US
dc.identifier.ppn604463693en_US
dc.rightshttp://www.econstor.eu/dspace/Nutzungsbedingungenen_US
Appears in Collections:CeDEx Discussion Paper Series, The University of Nottingham

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