Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness
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| 024 | 7 | 0 | |a 10.1007/s10551-014-2205-9 |2 doi |
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| 245 | 0 | 0 | |a Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness |h [Elektronische Daten] |c [Krista Hill, David Boyd] |
| 520 | 3 | |a 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. | |
| 540 | |a Springer Science+Business Media Dordrecht, 2014 | ||
| 690 | 7 | |a Apologies |2 nationallicence | |
| 690 | 7 | |a Forgiveness |2 nationallicence | |
| 690 | 7 | |a Service-recovery |2 nationallicence | |
| 690 | 7 | |a Crisis management |2 nationallicence | |
| 690 | 7 | |a Remorse |2 nationallicence | |
| 700 | 1 | |a Hill |D Krista |u Ricciardi College of Business, Bridgewater State University, 131 Summer Street, 02325, Bridgewater, MA, USA |4 aut | |
| 700 | 1 | |a Boyd |D David |u D'Amore-McKim School of Business, Northeastern University, 360 Huntington Avenue, 02115, Boston, MA, USA |4 aut | |
| 773 | 0 | |t Journal of Business Ethics |d Springer Netherlands |g 130/1(2015-08-01), 163-170 |x 0167-4544 |q 130:1<163 |1 2015 |2 130 |o 10551 | |
| 856 | 4 | 0 | |u https://doi.org/10.1007/s10551-014-2205-9 |q text/html |z Onlinezugriff via DOI |
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| 900 | 7 | |a Metadata rights reserved |b Springer special CC-BY-NC licence |2 nationallicence | |
| 908 | |D 1 |a research-article |2 jats | ||
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| 950 | |B NATIONALLICENCE |P 856 |E 40 |u https://doi.org/10.1007/s10551-014-2205-9 |q text/html |z Onlinezugriff via DOI | ||
| 950 | |B NATIONALLICENCE |P 700 |E 1- |a Hill |D Krista |u Ricciardi College of Business, Bridgewater State University, 131 Summer Street, 02325, Bridgewater, MA, USA |4 aut | ||
| 950 | |B NATIONALLICENCE |P 700 |E 1- |a Boyd |D David |u D'Amore-McKim School of Business, Northeastern University, 360 Huntington Avenue, 02115, Boston, MA, USA |4 aut | ||
| 950 | |B NATIONALLICENCE |P 773 |E 0- |t Journal of Business Ethics |d Springer Netherlands |g 130/1(2015-08-01), 163-170 |x 0167-4544 |q 130:1<163 |1 2015 |2 130 |o 10551 | ||