{"id":6984,"date":"2026-04-21T03:39:56","date_gmt":"2026-04-20T19:39:56","guid":{"rendered":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/"},"modified":"2026-04-21T03:39:56","modified_gmt":"2026-04-20T19:39:56","slug":"when-apologizing-to-customers-hurts-more-than-it-helps","status":"publish","type":"post","link":"https:\/\/moresourcing.com\/ar\/when-apologizing-to-customers-hurts-more-than-it-helps\/","title":{"rendered":"\u0639\u0646\u062f\u0645\u0627 \u064a\u0636\u0631 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0643\u062b\u0631 \u0645\u0645\u0627 \u064a\u0646\u0641\u0639"},"content":{"rendered":"<p><\/p>\n<div>\n<p class=\"Paragraph-module-scss-module__UwInRW__text\" data-first-paragraph=\"true\">\u0642\u0628\u0644 \u0648\u0642\u062a \u0637\u0648\u064a\u0644 \u0645\u0646 \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0645\u0646 \u062a\u062d\u062f\u064a\u062f \u0648\u0645\u0639\u0627\u0644\u062c\u0629 \u062d\u0627\u0644\u0627\u062a \u0641\u0634\u0644 \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a\u060c \u062d\u0635\u0644 \u0641\u0631\u064a\u062f \u062a\u0627\u064a\u0644\u0648\u0631 \u062c\u0648\u0646\u064a\u0648\u0631 \u0639\u0644\u0649 \u0644\u0642\u0628 \u063a\u064a\u0631 \u0639\u0627\u062f\u064a \u0645\u0646 \u0623\u062d\u062f \u0627\u0644\u0645\u0631\u0627\u0633\u0644\u064a\u0646:<a href=\"https:\/\/www.nytimes.com\/2007\/03\/18\/business\/18sorry.html#:~:text=DALLAS%20%E2%80%94%20Airlines%20are%20getting%20serious,off%20roughly%2020%2C000%20mea%20culpas.\" class=\"ContentLink-module-scss-module__qKDjGa__anchor\">\u0643\u0628\u064a\u0631 \u0645\u0633\u0624\u0648\u0644\u064a \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631<\/a>. \u0641\u064a \u0634\u0631\u0643\u0629 \u0633\u0627\u0648\u062b\u0648\u064a\u0633\u062a \u0625\u064a\u0631\u0644\u0627\u064a\u0646\u0632\u060c \u062f\u0627\u0641\u0639 \u0639\u0646 \u0641\u0643\u0631\u0629 \u0643\u0627\u0646\u062a \u062c\u0630\u0631\u064a\u0629 \u0622\u0646\u0630\u0627\u0643 - \u0644\u0627 \u062a\u0646\u062a\u0638\u0631 \u062d\u062a\u0649 \u064a\u0634\u062a\u0643\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0628\u062f\u0644\u0627\u064b \u0645\u0646 \u0630\u0644\u0643\u060c \u0642\u0645 \u0628\u0628\u0646\u0627\u0621 \u0641\u0631\u064a\u0642 \u064a\u062a\u0648\u0627\u0635\u0644 \u0623\u0648\u0644\u0627\u064b\u060c \u0648\u064a\u0639\u062a\u0631\u0641 \u0628\u0627\u0644\u0627\u0636\u0637\u0631\u0627\u0628\u0627\u062a\u060c \u0648\u064a\u0642\u0648\u0644 \u0622\u0633\u0641 \u0642\u0628\u0644 \u0623\u0646 \u064a\u063a\u0644\u064a \u0627\u0644\u0625\u062d\u0628\u0627\u0637.<\/p>\n<\/div>\n<p><script async=\"\" defer=\"\" crossorigin=\"anonymous\" src=\"https:\/\/connect.facebook.net\/en_US\/sdk.js#version=v19.2&amp;appId=1761258887507575&amp;xfbml=false&amp;status=true\"><\/script><\/p>\n<p>#\u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631 #\u0627\u0644\u0639\u0645\u0644\u0627\u0621 #\u064a\u0624\u0630\u064a #\u064a\u0633\u0627\u0639\u062f<\/p>","protected":false},"excerpt":{"rendered":"<p>\u0642\u0628\u0644 \u0648\u0642\u062a \u0637\u0648\u064a\u0644 \u0645\u0646 \u062a\u0645\u0643\u064a\u0646 \u0627\u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0645\u0646 \u062a\u062d\u062f\u064a\u062f \u0648\u0645\u0639\u0627\u0644\u062c\u0629 \u0625\u062e\u0641\u0627\u0642\u0627\u062a \u0627\u0644\u062e\u062f\u0645\u0629 \u0641\u064a \u0627\u0644\u0648\u0642\u062a \u0627\u0644\u0641\u0639\u0644\u064a\u060c \u062d\u0635\u0644 \u0641\u0631\u064a\u062f \u062a\u0627\u064a\u0644\u0648\u0631 \u062c\u0648\u0646\u064a\u0648\u0631 \u0639\u0644\u0649 \u0644\u0642\u0628 \u063a\u064a\u0631 \u0639\u0627\u062f\u064a \u0645\u0646 \u0623\u062d\u062f \u0627\u0644\u0635\u062d\u0641\u064a\u064a\u0646: \"\u0643\u0628\u064a\u0631 \u0645\u0633\u0624\u0648\u0644\u064a \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631\". \u0641\u064a \u0634\u0631\u0643\u0629 \u0633\u0627\u0648\u062b\u0648\u064a\u0633\u062a \u0625\u064a\u0631\u0644\u0627\u064a\u0646\u0632\u060c \u062f\u0627\u0641\u0639 \u0639\u0646 \u0641\u0643\u0631\u0629 \u0643\u0627\u0646\u062a \u062c\u0630\u0631\u064a\u0629 \u0622\u0646\u0630\u0627\u0643 - \u0644\u0627 \u062a\u0646\u062a\u0638\u0631 \u062d\u062a\u0649 \u064a\u0634\u062a\u0643\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0628\u062f\u0644\u0627\u064b \u0645\u0646 \u0630\u0644\u0643\u060c \u0642\u0645 \u0628\u0628\u0646\u0627\u0621 \u0641\u0631\u064a\u0642 \u064a\u062a\u0648\u0627\u0635\u0644 \u0623\u0648\u0644\u0627\u064b\u060c \u0648\u064a\u0639\u062a\u0631\u0641 \u0628\u0627\u0644\u0627\u0636\u0637\u0631\u0627\u0628\u0627\u062a\u060c \u0648\u064a\u0642\u0648\u0644 \u0622\u0633\u0641 \u0642\u0628\u0644 \u0623\u0646 \u064a\u063a\u0644\u064a \u0627\u0644\u0625\u062d\u0628\u0627\u0637 [&hellip;]<\/p>","protected":false},"author":1,"featured_media":6985,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[9],"tags":[],"class_list":["post-6984","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.7.1 (Yoast SEO v25.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>When Apologizing to Customers Hurts More Than It Helps - MORE SOURCING LTD<\/title>\n<meta name=\"description\" content=\"Technology now lets firms detect service failures and issue instant apologies at scale. But across five studies, including a large field experiment with a food delivery company, researchers found that apologizing when customers are unaware of a failure can backfire\u2014reducing satisfaction, trust, recommendations, repeat purchases, and revenue. The research finds that this is because apologies increase customers\u2019 awareness that something went wrong and label it as a \u201cfailure,\u201d often overshadowing any warmth or honesty they signal. By contrast, when customers already recognize a problem or complain, apologies help. Leaders must design policies that consider timing, customer awareness, complaints, and legal or ethical obligations in order to maintain customer satisfaction and loyalty.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/moresourcing.com\/ar\/when-apologizing-to-customers-hurts-more-than-it-helps\/\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"When Apologizing to Customers Hurts More Than It Helps\" \/>\n<meta property=\"og:description\" content=\"Technology now lets firms detect service failures and issue instant apologies at scale. But across five studies, including a large field experiment with a food delivery company, researchers found that apologizing when customers are unaware of a failure can backfire\u2014reducing satisfaction, trust, recommendations, repeat purchases, and revenue. The research finds that this is because apologies increase customers\u2019 awareness that something went wrong and label it as a \u201cfailure,\u201d often overshadowing any warmth or honesty they signal. By contrast, when customers already recognize a problem or complain, apologies help. Leaders must design policies that consider timing, customer awareness, complaints, and legal or ethical obligations in order to maintain customer satisfaction and loyalty.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/moresourcing.com\/ar\/when-apologizing-to-customers-hurts-more-than-it-helps\/\" \/>\n<meta property=\"og:site_name\" content=\"MORE SOURCING LTD\" \/>\n<meta property=\"article:published_time\" content=\"2026-04-20T19:39:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"MS\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u0643\u064f\u062a\u0628 \u0628\u0648\u0627\u0633\u0637\u0629\" \/>\n\t<meta name=\"twitter:data1\" content=\"MS\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/\"},\"author\":{\"name\":\"MS\",\"@id\":\"https:\/\/moresourcing.com\/#\/schema\/person\/2c9a233f0ad18413717419291cacdf69\"},\"headline\":\"When Apologizing to Customers Hurts More Than It Helps\",\"datePublished\":\"2026-04-20T19:39:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/\"},\"wordCount\":72,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/moresourcing.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg\",\"articleSection\":[\"Management\"],\"inLanguage\":\"ar\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/\",\"url\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/\",\"name\":\"When Apologizing to Customers Hurts More Than It Helps - MORE SOURCING LTD\",\"isPartOf\":{\"@id\":\"https:\/\/moresourcing.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg\",\"datePublished\":\"2026-04-20T19:39:56+00:00\",\"description\":\"Technology now lets firms detect service failures and issue instant apologies at scale. But across five studies, including a large field experiment with a food delivery company, researchers found that apologizing when customers are unaware of a failure can backfire\u2014reducing satisfaction, trust, recommendations, repeat purchases, and revenue. The research finds that this is because apologies increase customers\u2019 awareness that something went wrong and label it as a \u201cfailure,\u201d often overshadowing any warmth or honesty they signal. By contrast, when customers already recognize a problem or complain, apologies help. Leaders must design policies that consider timing, customer awareness, complaints, and legal or ethical obligations in order to maintain customer satisfaction and loyalty.\",\"breadcrumb\":{\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#breadcrumb\"},\"inLanguage\":\"ar\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ar\",\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage\",\"url\":\"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg\",\"contentUrl\":\"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/moresourcing.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"When Apologizing to Customers Hurts More Than It Helps\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/moresourcing.com\/#website\",\"url\":\"https:\/\/moresourcing.com\/\",\"name\":\"MORE SOURCING LTD\",\"description\":\"Your Global Trade Experts\",\"publisher\":{\"@id\":\"https:\/\/moresourcing.com\/#organization\"},\"alternateName\":\"MORE SOURCING LTD\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/moresourcing.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ar\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/moresourcing.com\/#organization\",\"name\":\"MORE SOURCING LTD\",\"url\":\"https:\/\/moresourcing.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ar\",\"@id\":\"https:\/\/moresourcing.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/moresourcing.com\/wp-content\/uploads\/2025\/07\/cropped-cropped-MS-logo-02-scaled-2.png\",\"contentUrl\":\"https:\/\/moresourcing.com\/wp-content\/uploads\/2025\/07\/cropped-cropped-MS-logo-02-scaled-2.png\",\"width\":2558,\"height\":1273,\"caption\":\"MORE SOURCING LTD\"},\"image\":{\"@id\":\"https:\/\/moresourcing.com\/#\/schema\/logo\/image\/\"},\"ownershipFundingInfo\":\"https:\/\/moresourcing.com\/about-us\/\",\"ethicsPolicy\":\"https:\/\/moresourcing.com\/service\/\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/moresourcing.com\/#\/schema\/person\/2c9a233f0ad18413717419291cacdf69\",\"name\":\"MS\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ar\",\"@id\":\"https:\/\/moresourcing.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/fcff4c53e422761d0d6db624cdaf171933d38385c2c22c13ce39ea3918a9cd66?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/fcff4c53e422761d0d6db624cdaf171933d38385c2c22c13ce39ea3918a9cd66?s=96&d=mm&r=g\",\"caption\":\"MS\"},\"sameAs\":[\"https:\/\/moresourcing.com\"],\"url\":\"https:\/\/moresourcing.com\/ar\/author\/moresourcing\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"\u0639\u0646\u062f\u0645\u0627 \u064a\u0636\u0631 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0643\u062b\u0631 \u0645\u0645\u0627 \u064a\u0646\u0641\u0639 - MORE SOURCING LTD","description":"\u062a\u062a\u064a\u062d \u0627\u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0622\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0643\u062a\u0634\u0627\u0641 \u062d\u0627\u0644\u0627\u062a \u0641\u0634\u0644 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0625\u0635\u062f\u0627\u0631 \u0627\u0639\u062a\u0630\u0627\u0631\u0627\u062a \u0641\u0648\u0631\u064a\u0629 \u0639\u0644\u0649 \u0646\u0637\u0627\u0642 \u0648\u0627\u0633\u0639. \u0648\u0644\u0643\u0646 \u0639\u0628\u0631 \u062e\u0645\u0633 \u062f\u0631\u0627\u0633\u0627\u062a\u060c \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u062a\u062c\u0631\u0628\u0629 \u0645\u064a\u062f\u0627\u0646\u064a\u0629 \u0643\u0628\u064a\u0631\u0629 \u0645\u0639 \u0634\u0631\u0643\u0629 \u062a\u0648\u0635\u064a\u0644 \u0637\u0639\u0627\u0645\u060c \u0648\u062c\u062f \u0627\u0644\u0628\u0627\u062d\u062b\u0648\u0646 \u0623\u0646 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631 \u0639\u0646\u062f\u0645\u0627 \u0644\u0627 \u064a\u0643\u0648\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u0639\u0644\u0645 \u0628\u0648\u062c\u0648\u062f \u0641\u0634\u0644 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0623\u062a\u064a \u0628\u0646\u062a\u0627\u0626\u062c \u0639\u0643\u0633\u064a\u0629 - \u0645\u0645\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u0631\u0636\u0627 \u0648\u0627\u0644\u062b\u0642\u0629 \u0648\u0627\u0644\u062a\u0648\u0635\u064a\u0627\u062a \u0648\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0634\u0631\u0627\u0621 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0648\u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a. \u0648\u064a\u062c\u062f \u0627\u0644\u0628\u062d\u062b \u0623\u0646 \u0647\u0630\u0627 \u064a\u0631\u062c\u0639 \u0625\u0644\u0649 \u0623\u0646 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631\u0627\u062a \u062a\u0632\u064a\u062f \u0645\u0646 \u0648\u0639\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u062d\u062f\u0648\u062b \u062e\u0637\u0623 \u0645\u0627 \u0648\u062a\u0635\u0646\u0641\u0647 \u0639\u0644\u0649 \u0623\u0646\u0647 \"\u0641\u0634\u0644\"\u060c \u0648\u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0637\u063a\u0649 \u0639\u0644\u0649 \u0623\u064a \u062f\u0641\u0621 \u0623\u0648 \u0635\u062f\u0642 \u064a\u0634\u064a\u0631\u0648\u0646 \u0625\u0644\u064a\u0647. \u0641\u064a \u0627\u0644\u0645\u0642\u0627\u0628\u0644\u060c \u0639\u0646\u062f\u0645\u0627 \u064a\u062f\u0631\u0643 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0627\u0644\u0641\u0639\u0644 \u0648\u062c\u0648\u062f \u0645\u0634\u0643\u0644\u0629 \u0623\u0648 \u064a\u0634\u062a\u0643\u0648\u0646\u060c \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631\u0627\u062a. \u064a\u062c\u0628 \u0639\u0644\u0649 \u0627\u0644\u0642\u0627\u062f\u0629 \u062a\u0635\u0645\u064a\u0645 \u0633\u064a\u0627\u0633\u0627\u062a \u062a\u0623\u062e\u0630 \u0641\u064a \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631 \u0627\u0644\u062a\u0648\u0642\u064a\u062a \u0648\u0648\u0639\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0634\u0643\u0627\u0648\u0649 \u0648\u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645\u0627\u062a \u0627\u0644\u0642\u0627\u0646\u0648\u0646\u064a\u0629 \u0623\u0648 \u0627\u0644\u0623\u062e\u0644\u0627\u0642\u064a\u0629 \u0645\u0646 \u0623\u062c\u0644 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0648\u0644\u0627\u0626\u0647\u0645.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/moresourcing.com\/ar\/when-apologizing-to-customers-hurts-more-than-it-helps\/","og_locale":"ar_AR","og_type":"article","og_title":"When Apologizing to Customers Hurts More Than It Helps","og_description":"Technology now lets firms detect service failures and issue instant apologies at scale. But across five studies, including a large field experiment with a food delivery company, researchers found that apologizing when customers are unaware of a failure can backfire\u2014reducing satisfaction, trust, recommendations, repeat purchases, and revenue. The research finds that this is because apologies increase customers\u2019 awareness that something went wrong and label it as a \u201cfailure,\u201d often overshadowing any warmth or honesty they signal. By contrast, when customers already recognize a problem or complain, apologies help. Leaders must design policies that consider timing, customer awareness, complaints, and legal or ethical obligations in order to maintain customer satisfaction and loyalty.","og_url":"https:\/\/moresourcing.com\/ar\/when-apologizing-to-customers-hurts-more-than-it-helps\/","og_site_name":"MORE SOURCING LTD","article_published_time":"2026-04-20T19:39:56+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg","type":"image\/jpeg"}],"author":"MS","twitter_card":"summary_large_image","twitter_misc":{"\u0643\u064f\u062a\u0628 \u0628\u0648\u0627\u0633\u0637\u0629":"MS"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#article","isPartOf":{"@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/"},"author":{"name":"MS","@id":"https:\/\/moresourcing.com\/#\/schema\/person\/2c9a233f0ad18413717419291cacdf69"},"headline":"When Apologizing to Customers Hurts More Than It Helps","datePublished":"2026-04-20T19:39:56+00:00","mainEntityOfPage":{"@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/"},"wordCount":72,"commentCount":0,"publisher":{"@id":"https:\/\/moresourcing.com\/#organization"},"image":{"@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage"},"thumbnailUrl":"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg","articleSection":["Management"],"inLanguage":"ar","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/","url":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/","name":"\u0639\u0646\u062f\u0645\u0627 \u064a\u0636\u0631 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0643\u062b\u0631 \u0645\u0645\u0627 \u064a\u0646\u0641\u0639 - MORE SOURCING LTD","isPartOf":{"@id":"https:\/\/moresourcing.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage"},"image":{"@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage"},"thumbnailUrl":"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg","datePublished":"2026-04-20T19:39:56+00:00","description":"\u062a\u062a\u064a\u062d \u0627\u0644\u062a\u0643\u0646\u0648\u0644\u0648\u062c\u064a\u0627 \u0627\u0644\u0622\u0646 \u0644\u0644\u0634\u0631\u0643\u0627\u062a \u0627\u0643\u062a\u0634\u0627\u0641 \u062d\u0627\u0644\u0627\u062a \u0641\u0634\u0644 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0625\u0635\u062f\u0627\u0631 \u0627\u0639\u062a\u0630\u0627\u0631\u0627\u062a \u0641\u0648\u0631\u064a\u0629 \u0639\u0644\u0649 \u0646\u0637\u0627\u0642 \u0648\u0627\u0633\u0639. \u0648\u0644\u0643\u0646 \u0639\u0628\u0631 \u062e\u0645\u0633 \u062f\u0631\u0627\u0633\u0627\u062a\u060c \u0628\u0645\u0627 \u0641\u064a \u0630\u0644\u0643 \u062a\u062c\u0631\u0628\u0629 \u0645\u064a\u062f\u0627\u0646\u064a\u0629 \u0643\u0628\u064a\u0631\u0629 \u0645\u0639 \u0634\u0631\u0643\u0629 \u062a\u0648\u0635\u064a\u0644 \u0637\u0639\u0627\u0645\u060c \u0648\u062c\u062f \u0627\u0644\u0628\u0627\u062d\u062b\u0648\u0646 \u0623\u0646 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631 \u0639\u0646\u062f\u0645\u0627 \u0644\u0627 \u064a\u0643\u0648\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0639\u0644\u0649 \u0639\u0644\u0645 \u0628\u0648\u062c\u0648\u062f \u0641\u0634\u0644 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u0623\u062a\u064a \u0628\u0646\u062a\u0627\u0626\u062c \u0639\u0643\u0633\u064a\u0629 - \u0645\u0645\u0627 \u064a\u0642\u0644\u0644 \u0645\u0646 \u0627\u0644\u0631\u0636\u0627 \u0648\u0627\u0644\u062b\u0642\u0629 \u0648\u0627\u0644\u062a\u0648\u0635\u064a\u0627\u062a \u0648\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0634\u0631\u0627\u0621 \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0648\u0627\u0644\u0625\u064a\u0631\u0627\u062f\u0627\u062a. \u0648\u064a\u062c\u062f \u0627\u0644\u0628\u062d\u062b \u0623\u0646 \u0647\u0630\u0627 \u064a\u0631\u062c\u0639 \u0625\u0644\u0649 \u0623\u0646 \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631\u0627\u062a \u062a\u0632\u064a\u062f \u0645\u0646 \u0648\u0639\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u062d\u062f\u0648\u062b \u062e\u0637\u0623 \u0645\u0627 \u0648\u062a\u0635\u0646\u0641\u0647 \u0639\u0644\u0649 \u0623\u0646\u0647 \"\u0641\u0634\u0644\"\u060c \u0648\u063a\u0627\u0644\u0628\u064b\u0627 \u0645\u0627 \u064a\u0637\u063a\u0649 \u0639\u0644\u0649 \u0623\u064a \u062f\u0641\u0621 \u0623\u0648 \u0635\u062f\u0642 \u064a\u0634\u064a\u0631\u0648\u0646 \u0625\u0644\u064a\u0647. \u0641\u064a \u0627\u0644\u0645\u0642\u0627\u0628\u0644\u060c \u0639\u0646\u062f\u0645\u0627 \u064a\u062f\u0631\u0643 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u0627\u0644\u0641\u0639\u0644 \u0648\u062c\u0648\u062f \u0645\u0634\u0643\u0644\u0629 \u0623\u0648 \u064a\u0634\u062a\u0643\u0648\u0646\u060c \u062a\u0633\u0627\u0639\u062f \u0627\u0644\u0627\u0639\u062a\u0630\u0627\u0631\u0627\u062a. \u064a\u062c\u0628 \u0639\u0644\u0649 \u0627\u0644\u0642\u0627\u062f\u0629 \u062a\u0635\u0645\u064a\u0645 \u0633\u064a\u0627\u0633\u0627\u062a \u062a\u0623\u062e\u0630 \u0641\u064a \u0627\u0644\u0627\u0639\u062a\u0628\u0627\u0631 \u0627\u0644\u062a\u0648\u0642\u064a\u062a \u0648\u0648\u0639\u064a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0627\u0644\u0634\u0643\u0627\u0648\u0649 \u0648\u0627\u0644\u0627\u0644\u062a\u0632\u0627\u0645\u0627\u062a \u0627\u0644\u0642\u0627\u0646\u0648\u0646\u064a\u0629 \u0623\u0648 \u0627\u0644\u0623\u062e\u0644\u0627\u0642\u064a\u0629 \u0645\u0646 \u0623\u062c\u0644 \u0627\u0644\u062d\u0641\u0627\u0638 \u0639\u0644\u0649 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0648\u0648\u0644\u0627\u0626\u0647\u0645.","breadcrumb":{"@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#breadcrumb"},"inLanguage":"ar","potentialAction":[{"@type":"ReadAction","target":["https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/"]}]},{"@type":"ImageObject","inLanguage":"ar","@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#primaryimage","url":"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg","contentUrl":"https:\/\/moresourcing.com\/wp-content\/uploads\/2026\/04\/Apr26_21_148340909.jpg","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/moresourcing.com\/when-apologizing-to-customers-hurts-more-than-it-helps\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/moresourcing.com\/"},{"@type":"ListItem","position":2,"name":"When Apologizing to Customers Hurts More Than It Helps"}]},{"@type":"WebSite","@id":"https:\/\/moresourcing.com\/#website","url":"https:\/\/moresourcing.com\/","name":"\u0627\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0645\u0635\u0627\u062f\u0631 \u0627\u0644\u0645\u062d\u062f\u0648\u062f\u0629","description":"\u062e\u0628\u0631\u0627\u0621 \u062a\u062c\u0627\u0631\u062a\u0643 \u0627\u0644\u0639\u0627\u0644\u0645\u064a\u0629","publisher":{"@id":"https:\/\/moresourcing.com\/#organization"},"alternateName":"MORE SOURCING LTD","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/moresourcing.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"ar"},{"@type":"Organization","@id":"https:\/\/moresourcing.com\/#organization","name":"\u0627\u0644\u0645\u0632\u064a\u062f \u0645\u0646 \u0627\u0644\u0645\u0635\u0627\u062f\u0631 \u0627\u0644\u0645\u062d\u062f\u0648\u062f\u0629","url":"https:\/\/moresourcing.com\/","logo":{"@type":"ImageObject","inLanguage":"ar","@id":"https:\/\/moresourcing.com\/#\/schema\/logo\/image\/","url":"https:\/\/moresourcing.com\/wp-content\/uploads\/2025\/07\/cropped-cropped-MS-logo-02-scaled-2.png","contentUrl":"https:\/\/moresourcing.com\/wp-content\/uploads\/2025\/07\/cropped-cropped-MS-logo-02-scaled-2.png","width":2558,"height":1273,"caption":"MORE SOURCING LTD"},"image":{"@id":"https:\/\/moresourcing.com\/#\/schema\/logo\/image\/"},"ownershipFundingInfo":"https:\/\/moresourcing.com\/about-us\/","ethicsPolicy":"https:\/\/moresourcing.com\/service\/"},{"@type":"Person","@id":"https:\/\/moresourcing.com\/#\/schema\/person\/2c9a233f0ad18413717419291cacdf69","name":"MS","image":{"@type":"ImageObject","inLanguage":"ar","@id":"https:\/\/moresourcing.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/fcff4c53e422761d0d6db624cdaf171933d38385c2c22c13ce39ea3918a9cd66?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/fcff4c53e422761d0d6db624cdaf171933d38385c2c22c13ce39ea3918a9cd66?s=96&d=mm&r=g","caption":"MS"},"sameAs":["https:\/\/moresourcing.com"],"url":"https:\/\/moresourcing.com\/ar\/author\/moresourcing\/"}]}},"_links":{"self":[{"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/posts\/6984","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/comments?post=6984"}],"version-history":[{"count":0,"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/posts\/6984\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/media\/6985"}],"wp:attachment":[{"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/media?parent=6984"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/categories?post=6984"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/moresourcing.com\/ar\/wp-json\/wp\/v2\/tags?post=6984"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}