Do apologies and favours make for happy consumers?
RSM Discovery - Management Knowledge , Volume 32 - Issue 4 p. 20- 22
The purchase or receipt of gifts by consumers is an area loaded with
intention and expectation and one that is highly influenced by the
way in which such gestures are pitched.
This should provide food for thought for retailers seeking to build up customer loyalty or for consumers seeking to repair previous errors. “Saying it with flowers” does not necessarily offer any guarantees.
|RSM Discovery Magazine Collection|
|RSM Discovery - Management Knowledge|
|Organisation||Department of Marketing Management|
Straeter, L.M. (2017). Do apologies and favours make for happy consumers?. RSM Discovery - Management Knowledge, 32(4), 20–22. Retrieved from http://hdl.handle.net/1765/104089