Results 271 to 280 of about 201,697 (346)

Sorry to ask but … how is apology effectiveness dependent on apology content and gender?

Journal of Applied Psychology, 2023
While it is well understood that the content included in an apology matters, what constitutes an effective apology may differ depending on the gender of the person delivering it.
B. Polin, Sarah P Doyle, Sijun Kim, R. Lewicki, Nitya Chawla   +4 more
semanticscholar   +1 more source

Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?

Journal of Hospitality Marketing & Management, 2022
This study aims to evaluate the effect of customer forgiveness on perceived brand betrayal and the outcomes of brand hate in the restaurant industry. The mediating role of perceived brand betrayal in restaurant service failures is examined.
Nasrin Rasouli, S. Rasoolimanesh, Atousa Kamangar Rahmani, A. Momayez, Mohammad Amin Torabi   +4 more
semanticscholar   +1 more source

Evaluating the Impact of Emotional Apology on Human-Robot Trust

IEEE International Symposium on Robot and Human Interactive Communication, 2022
Previous research has shown that robot mistakes or malfunctions have a significant negative impact on people’s trust. One way to mitigate the negative impact of trust violation is through trust repair.
Jin Xu, A. Howard
semanticscholar   +1 more source

Apology, Restitution, and Forgiveness After Psychological Contract Breach

Journal of Business Ethics, 2018
Nicholas Difonzo
exaly   +2 more sources

The Australian Psychological Society's Apology to Aboriginal and Torres Strait Islander People

Australian Psychologist, 2017
Timothy A Carey, Pat Dudgeon, Tanja Hirvonen   +2 more
exaly   +2 more sources

How should intelligent agents apologize to restore trust? Interaction effects between anthropomorphism and apology attribution on trust repair

Telematics and informatics, 2020
Trust is essential in individuals' perception, behavior, and evaluation of intelligent agents. Indeed, it is the primary motive for people to accept new technology. Thus, it is crucial to repair trust in the event when it is damaged.
Taenyun Kim, Hayeon Song
semanticscholar   +1 more source

Apology and Restitution: Offender Accountability Responses Influence Victim Empathy and Forgiveness

, 2020
Two experiments ( N = 487) tested the effects of receiving an apology (absent, present) and restitution (absent, present) in imagery of a one-sided transgression and common property crime, a burglary scenario.
C. Witvliet, N. Wade, E. Worthington, L. R. Luna, D. V. Tongeren, J. Berry, Jo-Ann Tsang   +6 more
semanticscholar   +1 more source

How to Say “I’m Sorry:” Ideal Apology Elements for Common Interpersonal Transgressions

Western journal of communication, 2020
Using expectancy violation theory (EVT) as a guide, this study investigated the components of an ideal apology based on recipients’ perceptions of the importance of receiving specific elements of an apology following a relational transgression.
Amy M. Bippus, Stacy L. Young
semanticscholar   +1 more source

Empathy and apology: the effectiveness of recovery strategies

Marketing Intelligence & Planning, 2019
Purpose The purpose of this paper is to examine the role of empathy and apology in service recovery, and more specifically, establish how these factors promote positive service outcomes, typified by reconciliation and mitigate negative occurrences ...
Alexandru Radu, D. Arli, Jiraporn Surachartkumtonkun, Scott Weaven, O. Wright   +4 more
semanticscholar   +1 more source

The day after the apology: A critical discourse analysis of President Tsai’s national apology to Taiwan’s indigenous peoples

, 2020
In 2016, Taiwan’s President Tsai Ing-wen officially apologised to the island’s indigenous peoples. This national apology not only plays a persuasive role in informing the general public about the historical wrongdoings inflicted on the Taiwanese ...
Rong-Xuan Chu, Chih-Tung Huang
semanticscholar   +1 more source