Description

Wir müssen uns entschuldigen und sprechen dabei über die perfekte Entschuldigung.

Unsere Ep. zum Schenken: https://open.spotify.com/episode/3oTFop2UeafAgTiVf79PrQ?si=ce20adff8c054eae

Quellen:

https://journals.sagepub.com/doi/abs/10.1177/0963721417741709

https://link.springer.com/article/10.1007/s11002-012-9218-x

https://psycnet.apa.org/record/2010-16079-005

https://digitalcommons.montclair.edu/cgi/viewcontent.cgi?article=1006&context=sociology-facpubs

https://www.cbsnews.com/news/cbs-poll-clinton-approval-still-high/

https://www.researchgate.net/publication/318395083_Frontline_Problem-solving_Dynamics_using_Video_Recordings_of_Service_Failure_Interactions

https://www.sciencedirect.com/science/article/abs/pii/S0022103104001167

https://www.researchgate.net/publication/341942848_Timing_of_apology_after_service_failure_the_moderating_role_of_future_interaction_expectation_on_customer_satisfaction

https://onlinelibrary.wiley.com/doi/abs/10.1111/ncmr.12073

https://www.hbs.edu/faculty/Pages/item.aspx?num=45471

https://www.ojp.gov/pdffiles1/ojjdp/grants/250872.pdf

https://onlinelibrary.wiley.com/doi/abs/10.1111/jftr.12060

https://link.springer.com/article/10.1007/s11002-012-9218-x

https://www.researchgate.net/publication/222331911_Better_Late_Than_Early_The_Influence_of_Timing_on_Apology_Effectiveness

https://www.researchgate.net/publication/263444715_Effects_of_Timing_and_Sincerity_of_an_Apology_on_Satisfaction_and_Changes_in_Negative_Feelings_During_Conflicts

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