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Weatherhead School’s Jagdip Singh explains research on effects of apologizing for customer dissatisfaction

For better customer service, offer options, not apologies

Harvard Business ReviewJagdip Singh, the AT&T Professor of Marketing and co-director of MSM-Business Analytics Program, explains his team’s research findings concerning the effects of apologizing for customer dissatisfaction. Singh, also a professor of design and innovation, found that it was often counterproductive.