Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

Chung, Surin; Lee, Suman

doi:10.1177/2329488417735646

Cited by 19 publications

(17 citation statements)

References 48 publications

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“…To date, interlanguage pragmatics and crosscultural studies have so far examined apology strategies in a variety of cultures and languages, comparing non-native speakers with native speakers (Addiss & Amon, 2019;Banikalef et al, 2015;Chiravate, 2019;Chung & Lee, 2017;Guilfoyle et al, 2019;Hartanto, 2002;Hodeib, 2019;Mu & Bobocel, 2019;Schumann, 2018;Sunstein, 2019).…”

Section: An Offer Of Repairmentioning

confidence: 99%

Students’ apologizing in Arabic and English: An interlanguage pragmatic case study at an Islamic boarding school in Indonesia

Al-Rawafi

Sudana

Lukmana

et al. 2021

Indonesian J. Appl. Linguist.

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It is hard to select and produce appropriate semantic formulas of apologizing for paying off violation of social norms to restore harmony. It seems that it is even harder to realize such processes of selection and production in a non-native language. The study is of three folds; namely, it examines the realization of the apology strategies by students of a senior Boarding School in Arabic and English as a non-native language, the effects on the contextual factors (external vs. internal) on the students’ apologizing, and the pragmatic transfer. The participants were 101 male and 101 female students, recruited to fill in a Discourse Completion Task (DCT), which consisted of eight situations about the flouting of the politeness rules in the context of the Islamic boarding school, by drawing upon the five semantic formulas of apologizing from Blum-Kulka and Olshtain (1983) of Cross-Cultural Study of Speech Act Realization Patterns (CCSARP) for analyzing the data. The findings show that the students used identical semantic formulas in both languages. They prefer to use the “expression of regret” and “promise for forbearance” strategies. The findings also reveal that the internal and external factors affected the students’ selection and production of the apology strategies in both languages. In addition, the students’ pragmatic transfer occurred in linguistic areas, namely overgeneralization, inappropriateness, grammatical contrast, and conceptual transfer from L1 to L2, which are categorized into two types, namely, micro-negative transfer and macro-negative transfer. To conclude, these results indicate the students’ on-record-negative politeness attitudes towards the offended parties, which are determined by the contextual factors and the students’ lack of grammatical competence.

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Section: An Offer Of Repairmentioning

confidence: 99%

Students’ apologizing in Arabic and English: An interlanguage pragmatic case study at an Islamic boarding school in Indonesia

Al-Rawafi

Sudana

Lukmana

et al. 2021

Indonesian J. Appl. Linguist.

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“…Moreover, studies by several authors (Claeys et al , 2010; Dean, 2004; Kim et al , 2004) lend support to the hypothesis that apology strategies and rebuild strategies yield more positive outcomes compared to a no-comment strategy. Concurrently, Chung and Lee (2017) reported apologies oriented toward responsibility softened public anger, distrust and negative impressions. As Leonidou et al (2013) suggest, “consumer trust is partly rooted in ethical considerations pertaining to the firm’s marketing activities” (p. 526), i.e.…”

Section: Conceptual Frameworkmentioning

confidence: 99%

Gives you wings or not? Exploring the impact of viewers’ responsibility attribution and surprise on their attitude, identification and trust

Seiffert-Brockmann

Ruppel

Einwiller

2019

CCIJ

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Purpose The purpose of this paper is to explore the impact of critical, journalistic documentaries on viewers. More precisely, it investigates the effects of responsibility attribution and surprise on stakeholder attitude, trust and identification. Design/methodology/approach In a quasi-experimental pre-post setting, 127 participants viewed a documentary about Austrian beverage and marketing company Red Bull. The film inquired into the deaths of six extreme athletes sponsored by the company. As a critical, investigative piece, the documentary was designed to give viewers the impression that Red Bull was, at least partially, responsible for the athletes’ deaths. Findings Results show that responsibility attribution, the feeling of being surprised and being in a state of negative affect, had a significant impact on viewers’ attitude and trust toward, and identification with Red Bull. Originality/value The study adds insights on surprise as a factor in viewers’ assessment of responsibility. The study is original in terms of methodology by using real-time rating to ascertain which sequences trigger changes in responsibility attribution among viewers. Furthermore, implications of the study’s findings with regard to inoculation theory are discussed.

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“…whether a crisis is internal or external) and controllability (i.e. whether the cause of a crisis is internal or external) have been identified as important determinants in influencing how consumers respond to brand feedback (Chung and Lee, 2017;Coombs, 1995).…”

Section: Causal Attributionmentioning

confidence: 99%

“…However, when the responsibility of failure is out of the brand's control (e.g. weather conditions, health threats, lockdowns), brands can attribute responsibility to a third party through brand feedback on social media (Chung and Lee, 2017). For example, in situations such as flight delays and cancelations because of weather that cannot be controlled by airlines, reparation is rarely offered nor expected (Becken and Wilson, 2013).…”

Section: Causal Attributionmentioning

confidence: 99%

“…In a similar vein, this study also explored whether different brand types would result in different consumer expectation violations based on how brands attributed the causes of service failure in their feedback on social media. When responding with internal attribution, brands tend to accept the reality of the problem or poor performance, whereas in feedback with external reasoning, brands tend to defer accountability (Chung and Lee, 2017). Attribution theory indicates that consumers naturally seek underlying causes for events they observe/encounter in their environment (Kelley, 1973).…”

Section: Moderating Role Of Brand Type and Expectation Violationmentioning

confidence: 99%

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Effects of brand feedback to negative eWOM on brand love/hate: an expectancy violation approach

Yang

Mundel

2021

JPBM

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Purpose This study aims to explore the role of consumers’ expectation violation in brands’ negative eWOM management on social media. The effects of brand feedback strategies (i.e. compensation and causal attribution) and brand type (i.e. full-service vs low-cost) in consumers’ expectation violations and the impact of such violations on consumers’ satisfaction and responses to a brand (i.e. brand love and brand hate) were examined. Design/methodology/approach This study used a 2 (causal attribution: external/brand) × 2 (compensation: present/absent) × 2 (brand type: low cost vs full service) × 2 (industry: airline and hotel) between-subjects experimental design. Findings Results indicated that the presence (vs absence) of compensation can result in positive consumer expectation violations, which can lead to consumer satisfaction and brand love. Alternately, the absence of compensation can result in negative consumer expectation violations, which can lead to consumers dissatisfaction and brand hate. Moreover, brand type (i.e. full-service vs low-cost) significantly interacted with the presence of compensation in influencing consumers’ responses. The attribution of the cause did not significantly influence consumers’ responses. Practical implications This study highlights the importance of knowing consumers’ expectations when responding to negative eWOM on social media. Offering compensation is an effective strategy for restoring consumer satisfaction. Specifically, for low-cost brands, offering compensation can lead to even more favorable responses. Originality/value This study pioneers in exploring the roles of different brand feedback strategies and brand type in influencing consumers’ responses to brands’ handling of negative eWOM. This study revealed the underlying mechanism through the theoretical lens of expectancy violation and examined the impact of expectation violations on consumer satisfaction and brand love and brand hate.

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Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

Cited by 19 publications

References 48 publications

Students’ apologizing in Arabic and English: An interlanguage pragmatic case study at an Islamic boarding school in Indonesia

Students’ apologizing in Arabic and English: An interlanguage pragmatic case study at an Islamic boarding school in Indonesia

Gives you wings or not? Exploring the impact of viewers’ responsibility attribution and surprise on their attitude, identification and trust

Effects of brand feedback to negative eWOM on brand love/hate: an expectancy violation approach

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