Toward an understanding of the economics of apologies: evidence from a large-scale natural field experiment

Basil Halperin, Benjamin Ho, John List and Ian Muir

Natural Field Experiments from The Field Experiments Website

Abstract: We use a theory of apologies to analyze a nationwide field experiment involving 1.5 million Uber ridesharing consumers who experienced late rides. Several insights emerge. First, apologies are not a panacea: the efficacy of an apology and whether it may backfire depend on how the apology is made. Second, across treatments, money speaks louder than words - the best form of apology is to include a coupon for a future trip. Third, in some cases sending an apology is worse than sending nothing at all, particularly for repeated apologies. For firms, caveat venditor should be the rule when considering apologies.

Date: 2018
New Economics Papers: this item is included in nep-exp
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Citations: View citations in EconPapers (5)

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Related works:
Journal Article: Toward An Understanding of the Economics of Apologies: Evidence from a Large-Scale Natural Field Experiment (2022)
Working Paper: Toward an Understanding of the Economics of Apologies: Evidence from a Large-Scale Natural Field Experiment (2019)
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Persistent link: https://EconPapers.repec.org/RePEc:feb:natura:00644

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