The paper entitled "Apologizing after a Service Failure: It does not matter what you say but how you say it” will be presented at EMAC 2012 conference by Dr. Holger Roschk. The paper was jointly written by Dr. Holger Roschk and Susanne Kaiser.
The EMAC 2012 conference will take on the theme of "Marketing to Citizens: Going beyond Customers and Consumers" and will be held from 22-25 May 2012 at the ISCTE Business School, Lisbon, Portugal.