Is saying “sorry” enough? Examining the effects of apology typologies by organization on consumer responses

Is saying “sorry” enough? Examining the effects of apology typologies by organization on consumer responses

Apology has been found to be the most effective strategy in times of crises. However, there is a dearth of research on the kinds of apology used and how primary stakeholders, in particular consumers, received them. This study aims to examine consumer responses to the types of apologies offered post...

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Bibliographic Details
Main Authors: LWIN, May O., PANG, Augustine, LOH, Jun-Qi, PEH, Marilyn Hui-Ying, RODRIGUEZ, Sarah Ann, ZELANI, Nur Hanisah Binte
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2017
Subjects:
Advertising/public relations
Strategic communication
Experiment
Singapore
Others
Organizational Behavior and Theory
Organizational Communication
Online Access:https://ink.library.smu.edu.sg/lkcsb_research/5956
https://ink.library.smu.edu.sg/context/lkcsb_research/article/6955/viewcontent/Is_saying_sorry_enough_apology_typologies_2016_av.pdf
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Institution: Singapore Management University
Language: English

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https://ink.library.smu.edu.sg/lkcsb_research/5956
https://ink.library.smu.edu.sg/context/lkcsb_research/article/6955/viewcontent/Is_saying_sorry_enough_apology_typologies_2016_av.pdf

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