Yanfen You, Author at American Marketing Association

Skip to Content Skip to Footer

Yanfen You

Yanfen You is Assistant Professor of Marketing, College of Business, New Mexico State University.

When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem

When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem

Why You Should Say “Thank You” and Not “Sorry” After Most Service Failures