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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| Main Authors: | , , , , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2017
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| Subjects: | |
| 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 |