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Journal of Business Ethics

Erschienen in:

01.08.2015

Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness

verfasst von: Krista M. Hill, David P. Boyd

Erschienen in: Journal of Business Ethics | Ausgabe 1/2015

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Abstract

This paper examines the interactive effects of apology source (i.e., whether an apology is given by a chief executive officer or employee) and apology components (i.e., acknowledgment, remorse, and compensation) on forgiveness. Results revealed a significant source by component interaction. A remorseful employee apology was more successful than a remorseful CEO apology because consumers felt more empathy for the employee. Furthermore, a compensatory CEO apology was more effective than a compensatory employee apology because CEOs could significantly affect consumer perceptions of justice. No significant differences were found between apology source and the apology component of acknowledging violated rules and norms.

Vorheriger Artikel Value Creation in Cross-Sector Collaborations: The Roles of Experience and Alignment

Nächster Artikel Is There a “Fair” in Fair-Trade? Social Dominance Orientation Influences Perceptions of and Preferences for Fair-Trade Products

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Titel: Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness
verfasst von: Krista M. Hill
David P. Boyd
Publikationsdatum: 01.08.2015
Verlag: Springer Netherlands
Erschienen in: Journal of Business Ethics / Ausgabe 1/2015
Print ISSN: 0167-4544
Elektronische ISSN: 1573-0697
DOI: https://doi.org/10.1007/s10551-014-2205-9

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