Is saying sorry good enough? : examining the typologies of apology in organisational response during health crises

• Main Authors: Loh, Jun Qi., Peh, Marilyn Hui Ying., Nur Hanisah Zelani., Rodriguez, Sarah Ann.
• Other Authors: Augustine Pang
• Format: Final Year Project
• Language: English
• Published: 2013
• Subjects: DRNTU::Social sciences::Communication::Organizational communication
• Online Access: https://hdl.handle.net/10356/94186; http://hdl.handle.net/10220/9421
• Institution: Nanyang Technological University

When facing crises, organisations are increasingly faced with the prospect of apologizing to their stakeholders to maintain a good image and diffuse the anger and hostility directed at them (Hearit, 1994). While research has found that apology is the most effective crisis strategy (Kim, Avergy, &...