When Excuses Backfire: the Ironic Effect of Excuses on Consumer Perceptions

We study the role of a noncontroversial service recovery strategy–providing an excuse–and show that excuses decrease satisfaction after minor failures. We also identify the underlying process, and delineate boundary conditions.



Citation:

Elise Chandon Ince, Rajesh Bagchi, and Nora Moran (2012) ,"When Excuses Backfire: the Ironic Effect of Excuses on Consumer Perceptions", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 673-674.

Authors

Elise Chandon Ince, Virginia Tech, USA
Rajesh Bagchi, Virginia Tech, USA
Nora Moran, Virginia Tech, USA



Volume

NA - Advances in Consumer Research Volume 40 | 2012



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