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Customers' complaints and quality regulation
Nicollier, Luciana A. - 2012
Persistent link: https://www.econbiz.de/10009542298
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Explaining satisfaction in double deviation scenarios : the effects of anger and distributive justice
Casado-Díaz, Ana B. (contributor);  … - 2006 - 1. ed.
Persistent link: https://www.econbiz.de/10003377682
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Toward an Understanding of the Economics of Apologies : Evidence from a Large-Scale Natural Field Experiment
Halperin, Basil - 2019
We use a theory of apologies to design a nationwide field experiment involving 1.5 million Uber ridesharing consumers who experienced late rides. Several insights emerge from our field experiment. First, apologies are not a panacea: the efficacy of an apology and whether it may backfire depend...
Persistent link: https://www.econbiz.de/10012889706
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Toward an Understanding of the Economics of Apologies : Evidence from a Large-Scale Natural Field Experiment
Halperin, Basil - 2019
We use a theory of apologies to design a nationwide field experiment involving 1.5 million Uber ridesharing consumers who experienced late rides. Several insights emerge from our field experiment. First, apologies are not a panacea: the efficacy of an apology and whether it may backfire depend...
Persistent link: https://www.econbiz.de/10012479628
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Toward an understanding of the economics of apologies : evidence from a large-scale natural field experiment
Halperin, Basil; Ho, Benjamin; List, John A.; Muir, Ian - 2019
Persistent link: https://www.econbiz.de/10012005768
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Reputation of public organizations : what dimensions are crucial?
Meirinhos, Galvão; Bessa, Maximino; Leal, Carmem Pereira; … - In: Administrative Sciences : open access journal 12 (2022) 4, pp. 1-19
notoriety, image, and reputation (NIR) of municipal executives. We attempted to understand if citizens’ opinions influenced the …
Persistent link: https://www.econbiz.de/10013470575
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Service quality and competition in the US down-hill ski industry
Mulligan, James G. - 2009
Persistent link: https://www.econbiz.de/10003880603
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Service competition and product quality in the US automobile industry
Guajardo, Jose A.; Cohan, Morris A.; Netessine, Serguei - 2012
Persistent link: https://www.econbiz.de/10009622346
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Service competition and product quality in the US automobile industry
Tijerina Guajardo, José Alfredo; Cohen, Morris A.; … - 2014 - Rev. vers. of 2012/54/TOM/ACGRE
Persistent link: https://www.econbiz.de/10010380594
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Service competition and product quality in the US automobile industry
Tijerina Guajardo, José Alfredo; Cohen, Morris A.; … - 2014 - Rev. vers. of 2014/15/TOM/ACGRE
Persistent link: https://www.econbiz.de/10010482244