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Susanne Kaiser
Researcher at The Catholic University of America
Publications - 1
Citations - 135
Susanne Kaiser is an academic researcher from The Catholic University of America. The author has contributed to research in topics: Service recovery & Empathy. The author has an hindex of 1, co-authored 1 publications receiving 107 citations.
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The nature of an apology: An experimental study on how to apologize after a service failure
Holger Roschk,Susanne Kaiser +1 more
TL;DR: In this article, the authors argue that an apology comprises three different components: empathy, intensity, and timing, which make each apology unique and that the more empathic and intense the apology is given, the more satisfied respondents are.