Working Papers

I’m Sorry for not Being Sorry: An Argument for Withholding an Apology After Service Failures

Mason Jenkins

Northeastern University

Paul Fombelle

Northeastern University

Mary Steffel

Northeastern University

Jul 21, 2021

Uses a 5-month field experiment with a restaurant delivery service to test customers’ responses to proactive apologies for late delivery service failures.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.