The power of apology

Johannes Abeler, Juljana Calaki, Kai Andree () and Christoph Basek

Economics Letters, 2010, vol. 107, issue 2, 233-235

Abstract: How should firms react to customer complaints after an unsatisfactory purchase? In a field experiment, we test the effect of different reactions and find that a cheap-talk apology yields significantly better outcomes for the firm than offering a monetary compensation.

Keywords: Apology; Credulity; Reputation; systems; Natural; field; experiment (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (27)

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Working Paper: The Power of Apology (2009)
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Persistent link: https://EconPapers.repec.org/RePEc:eee:ecolet:v:107:y:2010:i:2:p:233-235

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