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Apology and Restitution: Offender Accountability Responses Influence Victim Empathy and Forgiveness
, 2020Two 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 +6 more
semanticscholar +1 more source
International Journal of Information Management, 2017 Empathy and apology: the effectiveness of recovery strategies
Marketing Intelligence & Planning, 2019Purpose 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 +4 more
semanticscholar +1 more source
, 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
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
Information Technology and People, 2019
Purpose Drawing upon the Elaboration Likelihood Model, the purpose of this paper is to examine how the characteristics of social media moderate the effect of a firm’s apology on the attitude of its customers.
Ying Li +4 more
semanticscholar +1 more source
Purpose Drawing upon the Elaboration Likelihood Model, the purpose of this paper is to examine how the characteristics of social media moderate the effect of a firm’s apology on the attitude of its customers.
Ying Li +4 more
semanticscholar +1 more source
“The apology seemed (in)sincere”: Variability in perceptions of (im)politeness
Journal of Pragmatics, 2018It is widely acknowledged that perceptions of (im)politeness vary across different cultural groups. However, the emphasis on cross-cultural or cross-linguistic variation has resulted in individual variability in perceptions of (im)politeness being ...
Michael Haugh, W. Chang
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Public ritual apology – A case study of Chinese
Discourse, Context & Media, 2018The present paper explores the phenomenon of ‘public ritual apology’. In our definition, this phenomenon covers an apology performed in front of public, and which is ritual in the sense that it is symbolic and expected to restore the moral order of the ...
D. Kádár, P. Ning, Yongping Ran
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Costly group apology communicates a group’s sincere “intention”
Social Neuroscience, 2019Groups, such as governments and organizations, apologize for their misconduct. In the interpersonal context, the forgiveness-fostering effect of apologies is pronounced when apologizing entails some cost (e.g., compensating damage, canceling a favorite ...
Y. Ohtsubo +7 more
semanticscholar +1 more source
Electronic Commerce Research and Applications, 2018
Drawing on the theory of “attribution and economic man”, this study examines the trust repair implications of using different apology-types and compensation-types simultaneously after different trust violations in e-commerce.
Yubao Cui +3 more
semanticscholar +1 more source
Drawing on the theory of “attribution and economic man”, this study examines the trust repair implications of using different apology-types and compensation-types simultaneously after different trust violations in e-commerce.
Yubao Cui +3 more
semanticscholar +1 more source