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When Apology Is Not the Best Policy: The Negative Impact of Apologies on Consumer Judgment and Behavior

机译：当道歉不是最好的政策时：对消费者判断和行为的道歉对消费者的负面影响

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Proactive service recovery in the form of firm-issued apologies may negatively impact consumers'views of the firm if they never initially diagnosed an experience as a failure.In this paper we address three research questions: Can apologies for service failures lead to less favorable views of the firm and repurchase behaviors? What is the role of ambiguity in these negative effects of apologies? Does encoding the experience as a failure mediate the negative relationship between apologies and negative attitudes towards the firm?

机译：如果他们从未初步诊断出了作为失败的经验，那么坚决良好的道歉的主动服务恢复可能会对公司的消费者风景产生负面影响。在本文中，我们解决了三个研究问题：可以为服务失败道歉导致不太有利的观点公司和回购行为？歧义在道歉的这些负面影响中的作用是什么？将经验编码为失败调解对该公司的道歉和负面态度之间的负面关系吗？

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《AMA Winter Academic Conference》|2020年|510 p.|共1页
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作者
Mason R.Jenkins; Paul W.Fombelle; Mary L.Steffel;
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原文格式 PDF
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中图分类 F713.50-532;
关键词
service recovery; apologies; consumer behavior; field study; memory;

机译：服务恢复;道歉;消费者行为;现场研究;记忆;

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2. Can apology serve as a security policy? Responsible scholarship and breaking the chains of negative history in Sino-Japanese relations [J] . Shogo Suzuki Korean Journal of Defense Analysis . 2008,第4期

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4. When Apology Is Not the Best Policy: The Negative Impact of Apologies on Consumer Judgment and Behavior [C] . Mason R.Jenkins, Paul W.Fombelle, Mary L.Steffel AMA Winter Academic Conference . 2020

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When Apology Is Not the Best Policy: The Negative Impact of Apologies on Consumer Judgment and Behavior

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