Journal article
The Power of Apology
- Abstract:
- After an unsatisfactory purchase, many rms 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 eld experiment whether apologizing in uences customers' subsequent behavior. We nd that apologizing yields much better outcomes for the rm than oering a monetary compensation.
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- Publisher copy:
- 10.1016/j.econlet.2010.01.033
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Authors
Bibliographic Details
- Publisher:
- Elsevier
- Journal:
- Economics Letters
- Volume:
- 7
- Issue:
- 2
- Pages:
- 233 - 235
- Publication date:
- 2010-05-01
- DOI:
- ISSN:
-
0165-1765
Item Description
- Language:
- English
- UUID:
-
uuid:ec5a3658-e3cb-4119-b896-1cc0f00f8ac5
- Local pid:
- oai:economics.ouls.ox.ac.uk:15284
- Deposit date:
- 2011-12-16
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Terms of use
- Copyright date:
- 2010
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