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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 - In: The economic journal : the journal of the Royal … 132 (2022) 641, pp. 273-298
Persistent link: https://www.econbiz.de/10012878932
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The role of relationships in service failure : a cross-cultural study : United States, China, and Korea
Suh, Munshik; Greene, Henry; Rho, Taeseok; Qi, Qin - In: Services marketing quarterly 34 (2013) 3, pp. 191-204
Persistent link: https://www.econbiz.de/10009778530
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The influence of self-construal and co-consumption others on consumer complaining behavior
Wei, Wei; Miao, Li; Cai, Liping A.; Adler, Howard - In: International journal of hospitality management 31 (2012) 3, pp. 764-771
Persistent link: https://www.econbiz.de/10009544310
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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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Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards
Khantimirov, Denis; Karande, Kiran; Ford, John B. - In: Journal of retailing and consumer services 52 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012132180
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Service failure and problems : internal marketing solutions for facing the future
Paul, Justin; Sahadev, Sunil - In: Journal of retailing and consumer services 40 (2018), pp. 304-311
Persistent link: https://www.econbiz.de/10011801993
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Managing negative reviews : the persuasive role of webcare characteristics
Ghosh, Tathagata - In: Journal of internet commerce 16 (2017) 2, pp. 148-173
Persistent link: https://www.econbiz.de/10011804469
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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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Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241
Persistent link: https://www.econbiz.de/10014369784