CHARLOTTE, North Carolina, June 25 (TNSjou) -- The University of North Carolina Belk College of Business issued the following news:

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The Science of Silence: When Saying "Sorry" Backfires

It's a golden rule of customer service: The customer is always right, and if you make a mistake, you apologize. But for Mason R. Jenkins, a clinical associate professor of marketing at the Belk College of Business, the truth is more complicated.

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