Saving face? When emotion displays during public apologies mitigate damage to organizational performance

Brinke, Leanne ten; Adams, Gabrielle S.

doi:10.1016/j.obhdp.2015.05.003

Cited by 64 publications

(57 citation statements)

References 78 publications

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“…This series of studies has demonstrated the importance of emotional appeals, leaving the question regarding which specific emotion the company should frame and express in the crisis communication not fully explored. A recent study by ten Brinke and Adams (2015) indicated that corporate apologies with a negative emotion (i.e., sadness) would positively impact perceived sincerity as apposed to apologies with a positive emotion (i.e., happiness). However, this valence-based approach cannot account for the distinct effects of emotions similar in valence (Han et al, 2007).…”

Section: Discussionmentioning

confidence: 99%

“…While considerable crisis communication research has focused on what the company should say (Kim et al, 2004; Tsarenko and Tojib, 2015) and when the company should respond to the crisis (Frantz and Bennigson, 2005), recently some researchers have begun to pay attention to how the company should communicate with consumers, which depicts the way in which emotions the company should frame and express in the crisis communication (Jin, 2010; Kim and Cameron, 2011). Although prior research has shown that communications of negative emotions (e.g., sadness) could substantially have an effect on consumer forgiveness and trust (e.g., ten Brinke and Adams, 2015), previous research has not adequately addressed the impact of distinct negative emotions on consumer forgiveness, nor has it explained those effects. In the current research, we will address this gap and investigate how and why the distinct negative emotions framed in the crisis communication impact consumer forgiveness.…”

Section: Introductionmentioning

confidence: 99%

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Forgiveness from Emotion Fit: Emotional Frame, Consumer Emotion, and Feeling-Right in Consumer Decision to Forgive

Ran

Wei

2016

Front. Psychol.

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Three studies examine an emotion fit effect in the crisis communication, namely, the interaction between emotional frames of guilt and shame and consumer emotions of anger and fear on consumer forgiveness. Guilt-framing communication results in higher forgiveness than shame-framing for angry consumers, whereas shame-framing communication results in higher forgiveness than guilt-framing for fearful consumers. These effects are driven by consumers' accessible regulatory foci associated with anger/fear and guilt/shame. Specifically, feelings of anger activate a promotion focus that is represented by guilt frames, while feelings of fear activate a prevention focus that is enacted by shame frames. Compared with emotion non-fit (i.e., anger to shame and fear to guilt), emotion fit (i.e., anger to guilt and fear to shame) facilitates greater feelingright and consumer forgiveness. The findings offer novel insights for extant literature on emotion, crisis communication, and regulatory focus theory, as well as practical suggestions regarding the emotional frames.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Forgiveness from Emotion Fit: Emotional Frame, Consumer Emotion, and Feeling-Right in Consumer Decision to Forgive

Ran

Wei

2016

Front. Psychol.

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“…Therefore, perpetrators are most likely to reconcile with victims when they feel they are reaccepted as moral people. Perpetrators adopt strategies to restore their public image such as apologizing (Ten Brinke & Adams, ), offering compensation (Adams & Mullen, ), and even self‐punishing (Nelissen & Zeelenberg, ). In one study on micro‐narrative accounts of transgressions, perpetrators indicated that they regretted the incident and referenced making an apology (Baumeister et al, ).…”

Section: Asymmetric Desires For Justice Restorationmentioning

confidence: 99%

Asymmetries between victims' and transgressors' perspectives following interpersonal transgressions

Adams

2016

Social & Personality Psych

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When interpersonal transgressions occur, the involved parties try to understand what occurred and how justice should be restored. However, research has documented that victims and transgressors often diverge in their accounts of what transpired. In this paper, I review and summarize empirical research on victims' and transgressors' asymmetric perceptions of interpersonal transgressions and the different justice‐restoring responses each party subsequently desires. By conceptualizing transgressions in terms of the social roles of victim and transgressor, I contend that justice responses can be thought of as attempts to correct inequitable distributions of material and symbolic resources. This social exchange perspective enables us to understand each party's motives and how various justice responses might satisfy them. I argue that because of these asymmetric perspectives, reconciliation is difficult, and conflict is liable to be perpetuated rather than resolved.

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“…Similarly, Brinke and Adams (2015) find in the wake of corporate crisis that, how the CEO expresses facial emotion during apologies for corporate wrongdoing may affect investors' trust of the scandal brand. They find the expression of deviant affect (smiling) can be a signal of insincerity and then reduce investors' confidence in this company [31]. These examples illustrate what a company does matters, and also how to do which may be even more important.…”

Section: From What To Do To How To Domentioning

confidence: 96%

How to Save Brand after Crises? A Literature Review on Brand Crisis Management

Ming¹,

Wei²

2016

AJIBM

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In recent years, brand crises are becoming increasingly prevalent in the global marketplace. Given that brand crises have many devastating effects, how to manage them effectively has become a hot topic among marketing researchers and practitioners. Based on the review of literatures concerned, this paper first analysed the concept and types of brand crises. Then this article summarized the response strategies that corporations can take during that hard time. Furthermore, this paper identified some factors that influence the effectiveness of those response strategies. Given all of this, the review highlights some promising directions for future research.

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Saving face? When emotion displays during public apologies mitigate damage to organizational performance

Cited by 64 publications

References 78 publications

Forgiveness from Emotion Fit: Emotional Frame, Consumer Emotion, and Feeling-Right in Consumer Decision to Forgive

Forgiveness from Emotion Fit: Emotional Frame, Consumer Emotion, and Feeling-Right in Consumer Decision to Forgive

Asymmetries between victims' and transgressors' perspectives following interpersonal transgressions

How to Save Brand after Crises? A Literature Review on Brand Crisis Management

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