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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

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