Posts Tagged ‘Research’

Research Corner – The Power of an Apology

June 5, 2008

We’ve all been there. That frustrating moment in which we find out that the contract for our cellular phone is not as straightforward as we believed it to be, or that the warranty for our laptop covers everything, except for the one single problem we are having with it. These kinds of frustrations and disappointments have become an integral part of consumers’ lives, and may take the form ineffective customer support, long lines, mouse print in contracts, etc. Bottom line is that such ‘treatment’ on the part of marketers is likely to affect the way consumers behave.

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