Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness

This paper examines the interactive effects of apology source (i.e., whether an apology is given by a chief executive officer or employee) and apology components (i.e., acknowledgment, remorse, and compensation) on forgiveness. Results revealed a significant source by component interaction. A remors...

Full description

Saved in:  
Bibliographic Details
Authors: Hill, Krista M. (Author) ; Boyd, David P. (Author)
Format: Electronic Article
Language:English
Check availability: HBZ Gateway
Journals Online & Print:
Drawer...
Fernleihe:Fernleihe für die Fachinformationsdienste
Published: Springer 2015
In: Journal of business ethics
Year: 2015, Volume: 130, Issue: 1, Pages: 163-170
Further subjects:B Forgiveness
B Remorse
B Crisis Management
B Apologies
B Service-recovery
Online Access: Volltext (JSTOR)
Volltext (lizenzpflichtig)
Description
Summary:This paper examines the interactive effects of apology source (i.e., whether an apology is given by a chief executive officer or employee) and apology components (i.e., acknowledgment, remorse, and compensation) on forgiveness. Results revealed a significant source by component interaction. A remorseful employee apology was more successful than a remorseful CEO apology because consumers felt more empathy for the employee. Furthermore, a compensatory CEO apology was more effective than a compensatory employee apology because CEOs could significantly affect consumer perceptions of justice. No significant differences were found between apology source and the apology component of acknowledging violated rules and norms.
ISSN:1573-0697
Contains:Enthalten in: Journal of business ethics
Persistent identifiers:DOI: 10.1007/s10551-014-2205-9