| http://www.w3.org/ns/prov#value | - When a company is apologizing for a mistake to a group of people, such as customers, who know about the mistake, then the ???right way to do it is to spill your guts, lay the negatives on the table, and then try to refute those negatives.??? It???s a kind of ???boomerang approach, turning the negative into a positive ??? ???But the problem with approaches like these,??? Hoch says, ???is that firms
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