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Browse Archives by Author: You, Yanfen
Why Saying “Thank You” is Better than “Sorry”
[9/1/2021]
Yanfen You, PhD, Xiaojing Yang, PhD, Lili Wang, PhD, and Xiaoyan Deng, PhD
An apology by a service provider may help restore customer satisfaction to a certain degree, but our research suggests that using a statement of appreciation rather than an apology could increase customer satisfaction even further
