“I Apologize. I Understand Your Concerns”: When an Empathetic Apology Works
When is the best time to offer an empathetic apology? Across four experiments, we consistently show that consumers respond more positively to an offender’s apology that is offered after they have their concerns heard, when they have a high, rather than low, expectation to interact with the same offender.
Kyeong Sam Min, Jae Min Jung, and Kisang Ryu (2012) ,"“I Apologize. I Understand Your Concerns”: When an Empathetic Apology Works", 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: 939-940.
Kyeong Sam Min, University of New Orleans, USA
Jae Min Jung, California State Polytechnic University at Pomona, USA
Kisang Ryu, Sejong University, Korea
NA - Advances in Consumer Research Volume 40 | 2012
Can Implicit Theory Influence Construal Level?
Olya Bullard, University of Winnipeg
Sara Penner, University of Manitoba, Canada
Kelley Main, University of Manitoba, Canada
Proximity Bias: Interactive Effects of Event Valence and Event Nearness on Probability Estimates
Jennifer Seok Hwa Hong, New York University, USA
Chiara Longoni, Boston University, USA
Vicki G. Morwitz, New York University, USA
Slow and Steady versus Fast and Furious: The Effect of Speed on Decision Making
Ellie Kyung, Dartmouth College, USA
Yael Shani-Feinstein, Ben Gurion University, Israel
Jacob Goldenberg, IDC