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Centre for Decision Research and Experimental Economics (CeDEx), The University of Nottingham >
CeDEx Discussion Paper Series, The University of Nottingham >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/10419/49660
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Full metadata record
| DC Field | | Value | | Language |
| dc.contributor.author | | Abeler, Johannes | | en_US |
| dc.contributor.author | | Calaki, Juljana | | en_US |
| dc.contributor.author | | Andree, Kai | | en_US |
| dc.contributor.author | | Basek, Christoph | | en_US |
| dc.date.accessioned | | 2011-09-26T13:23:53Z | | - |
| dc.date.available | | 2011-09-26T13:23:53Z | | - |
| dc.date.issued | | 2009 | | en_US |
| dc.identifier.uri | | http://hdl.handle.net/10419/49660 | | - |
| dc.description.abstract | | After 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.iso | | eng | | en_US |
| dc.publisher | | CEDEX Nottingham | | en_US |
| dc.relation.ispartofseries | | CeDEx discussion paper series 2009-12 | | en_US |
| dc.subject.jel | | C93 | | en_US |
| dc.subject.jel | | D82 | | en_US |
| dc.subject.jel | | L81 | | en_US |
| dc.subject.ddc | | 330 | | en_US |
| dc.subject.keyword | | apology | | en_US |
| dc.subject.keyword | | credulity | | en_US |
| dc.subject.keyword | | natural field experiment | | en_US |
| dc.subject.stw | | Beziehungsmarketing | | en_US |
| dc.subject.stw | | Produktqualität | | en_US |
| dc.subject.stw | | Reklamation | | en_US |
| dc.subject.stw | | Haftung | | en_US |
| dc.subject.stw | | Unternehmensethik | | en_US |
| dc.subject.stw | | Test | | en_US |
| dc.title | | The power of apology | | en_US |
| dc.type | | Working Paper | | en_US |
| dc.identifier.ppn | | 604463693 | | en_US |
| dc.rights | | http://www.econstor.eu/dspace/Nutzungsbedingungen | | en_US |
| Appears in Collections: | | CeDEx Discussion Paper Series, The University of Nottingham
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