RT Article
T1 Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness
JF Journal of business ethics
VO 130
IS 1
SP 163
OP 170
A1 Hill, Krista M.
A1 Boyd, David P.
LA English
PB Springer Science + Business Media B. V
YR 2015
UL https://www.ixtheo.de/Record/1785654926
AB 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.
K1 Remorse
K1 Crisis Management
K1 Service-recovery
K1 Forgiveness
K1 Apologies
DO 10.1007/s10551-014-2205-9