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Entschuldigung

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Manage episode 379347700 series 3474941
Content provided by Maurice Oettle & Nils Wenninghoff, Maurice Oettle, and Nils Wenninghoff. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Maurice Oettle & Nils Wenninghoff, Maurice Oettle, and Nils Wenninghoff or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

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



Hosted on Acast. See acast.com/privacy for more information.

  continue reading

159 episodes

Artwork
iconShare
 
Manage episode 379347700 series 3474941
Content provided by Maurice Oettle & Nils Wenninghoff, Maurice Oettle, and Nils Wenninghoff. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Maurice Oettle & Nils Wenninghoff, Maurice Oettle, and Nils Wenninghoff or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

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



Hosted on Acast. See acast.com/privacy for more information.

  continue reading

159 episodes

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