The power of apology

被引：28

作者：

Abeler, Johannes ^{[1
]}

Calaki, Juljana ^{[2
]}

Andree, Kai ^{[3
]}

Basek, Christoph ^{[2
]}

机构：

[1] Univ Nottingham, Sch Econ, Nottingham NG7 2RD, England

[2] Univ Bonn, D-5300 Bonn, Germany

[3] Univ Potsdam, Potsdam, Germany

来源：

ECONOMICS LETTERS | 2010年 / 107卷 / 02期

关键词：

Apology; Credulity; Reputation systems; Natural field experiment;

D O I：

10.1016/j.econlet.2010.01.033

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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. (C) 2010 Elsevier B.V. All rights reserved.

引用

页码：233 / 235

页数：3

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