Results 271 to 280 of about 203,480 (347)

Brand recovery after crisis: The interplay of relationship norms and types of brand apology in consumer responses to recovery efforts

Journal of Marketing Communications, 2023
This research examines how the interplay of consumer-brand relationship norm type (communal vs. exchange norm) and apology type (emotional vs. informational apology) impact consumers’ responses in a brand crisis.
Soyoung Lee, Taemin Kim
semanticscholar   +1 more source

Apology or gratitude? The effect of communication recovery strategies for service failures of AI devices

Journal of Travel & Tourism Marketing, 2022
As social actors, artificial intelligence (AI) devices are used in tourism. However, it’s challenging for enterprises to choose recoveries for their service failures.
Linxiang Lv, Minxue Huang, Dawei Guan, Kairui Yang   +3 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

The effect of apology on emotional and decisional forgiveness: The role of personality

, 2021
Links between contextual variables and forgiveness have been widely acknowledged in the literature. From the layperson's perspective, receipt of an apology is one of the most important reasons to forgive the offender, while lack of apology is a major ...
Kinga Kaleta, Justyna Mróz
semanticscholar   +1 more source

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

The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery

, 2020
Following service failure, there are two main forms of recovery—economic recovery and emotional recovery. Nonetheless, prior research has not examined the differential effects of these two forms of service recovery on consumer forgiveness nor their ...
Chuan Wei, M. Liu, Hean Tat Keh
semanticscholar   +1 more source

Apologies combined with other crisis response strategies: Do the fulfillment of individuals' needs to be heard and the timing of response message affect apology appropriateness?

, 2021
Combining different crisis response strategies of situational crisis communication theory, two studies examined the components of an appropriate crisis response strategy that includes an apology.
W. Im, Sungbin Youk, H. Park
semanticscholar   +1 more source

Sociopragmatic competence in American and Chinese children’s realization of apology and refusal

, 2020
This study explores the cross-cultural difference in the change of sociopragmatic competence by collecting perception and production data from native English-speaking children and native Mandarin Chinese-speaking children.
Yuh‐Fang Chang, W. Ren
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

Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context

, 2020
This research investigates whether and how perceived firm remorse (PFR) influences consumers’ coping behaviors in the digital media service recovery context.
Kai-Yu Wang, W. Chih, Li-Chun Hsu, Wei-Ching Lin   +3 more
semanticscholar   +1 more source