Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/49660 
Full metadata record
DC FieldValueLanguage
dc.contributor.authorAbeler, Johannesen
dc.contributor.authorCalaki, Juljanaen
dc.contributor.authorAndree, Kaien
dc.contributor.authorBasek, Christophen
dc.date.accessioned2011-09-26T13:23:53Z-
dc.date.available2011-09-26T13:23:53Z-
dc.date.issued2009-
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
dc.language.isoengen
dc.publisher|aThe University of Nottingham, Centre for Decision Research and Experimental Economics (CeDEx) |cNottinghamen
dc.relation.ispartofseries|aCeDEx Discussion Paper Series |x2009-12en
dc.subject.jelC93en
dc.subject.jelD82en
dc.subject.jelL81en
dc.subject.ddc330en
dc.subject.keywordapologyen
dc.subject.keywordcredulityen
dc.subject.keywordnatural field experimenten
dc.subject.stwBeziehungsmarketingen
dc.subject.stwProduktqualitäten
dc.subject.stwReklamationen
dc.subject.stwHaftungen
dc.subject.stwUnternehmensethiken
dc.subject.stwTesten
dc.titleThe power of apology-
dc.typeWorking Paperen
dc.identifier.ppn604463693en
dc.rightshttp://www.econstor.eu/dspace/Nutzungsbedingungenen

Files in This Item:
File
Size
823.05 kB





Items in EconStor are protected by copyright, with all rights reserved, unless otherwise indicated.