caa a22 4500 60548404X CHVBK 20210128100434.0 cr unu---uuuuu 210128e20150801xx s 000 0 eng 10.1007/s10551-014-2205-9 doi (NATIONALLICENCE)springer-10.1007/s10551-014-2205-9 Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness [Elektronische Daten] [Krista Hill, David Boyd] 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. Springer Science+Business Media Dordrecht, 2014 Apologies nationallicence Forgiveness nationallicence Service-recovery nationallicence Crisis management nationallicence Remorse nationallicence Hill Krista Ricciardi College of Business, Bridgewater State University, 131 Summer Street, 02325, Bridgewater, MA, USA aut Boyd David D'Amore-McKim School of Business, Northeastern University, 360 Huntington Avenue, 02115, Boston, MA, USA aut Journal of Business Ethics Springer Netherlands 130/1(2015-08-01), 163-170 0167-4544 130:1<163 2015 130 10551 https://doi.org/10.1007/s10551-014-2205-9 text/html Onlinezugriff via DOI BK010053 XK010053 XK010000 Metadata rights reserved Springer special CC-BY-NC licence nationallicence 1 research-article jats NATIONALLICENCE NATIONALLICENCE NL-springer NATIONALLICENCE 856 40 https://doi.org/10.1007/s10551-014-2205-9 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Hill Krista Ricciardi College of Business, Bridgewater State University, 131 Summer Street, 02325, Bridgewater, MA, USA aut NATIONALLICENCE 700 1- Boyd David D'Amore-McKim School of Business, Northeastern University, 360 Huntington Avenue, 02115, Boston, MA, USA aut NATIONALLICENCE 773 0- Journal of Business Ethics Springer Netherlands 130/1(2015-08-01), 163-170 0167-4544 130:1<163 2015 130 10551