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Toward an Understanding of the Economics of Apologies: Evidence from a Large-Scale Natural Field Experiment / Basil Halperin, Benjamin Ho, John A. List, Ian Muir.
- Format:
- Book
- Author/Creator:
- Halperin, Basil.
- Series:
- Working Paper Series (National Bureau of Economic Research) no. w25676.
- NBER working paper series no. w25676
- Language:
- English
- Physical Description:
- 1 online resource: illustrations (black and white);
- Other Title:
- Toward an Understanding of the Economics of Apologies
- Place of Publication:
- Cambridge, Mass. National Bureau of Economic Research 2019.
- Summary:
- 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 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, <i>caveat venditor</i> should be the rule when considering apologies.
- Notes:
- Print version record
- March 2019.
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