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

Hill, Krista M.; Boyd, David P.

doi:10.1007/s10551-014-2205-9

Cited by 28 publications

(22 citation statements)

References 36 publications

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“…This research finds that the effectiveness of the different types of repair strategies during an industry product-harm crisis is moderated by a consumer's coping style. This extends previous research that identifies moderating variables that influence a firm's repair strategies in the context of a single-firm product harm crisis which found that the effectiveness of a firm's strategy depends on the channel of communication [47,48], the timing of the response [49] and the person implementing the strategy [50]. The current research suggests that a consumer's coping style should also be considered before deciding on the appropriate repair strategy.…”

Section: Contributionssupporting

confidence: 81%

How to Make an Industry Sustainable during an Industry Product Harm Crisis: The Role of a Consumer’s Sense of Control

Wei

Laufer

2019

Sustainability

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Product harm crisis involving multiple products increasingly leads to an industry crisis. Yet previous researches have usually focused on the effectiveness of repair strategies under a single-company product harm crisis. Moreover, less is known about the effectiveness of repair strategies under an industry product harm crisis. This paper explores how firms should respond to an industry product harm crisis to make the industry sustainable. We used experimental methodology to examine the above effects. Across three experiments, this research finds that a consumer's sense of control is a key variable that is found to mediate the effectiveness of a firm's repair strategy. Results show that in general functional and informational repair strategies are more effective in restoring a consumer's sense of control when compared with an affective repair strategy. The more control consumers feel they have, the higher their brand attitudes, and the more positive they rate a firm's response appropriateness for an industry product harm crisis. However, for consumers who score high on an emotion-focused coping style, an affective repair strategy is more effective. The findings generate practical suggestions for firms in an industry product harm crisis to restore consumers' sense of control to keep industry sustainability.

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Section: Contributionssupporting

confidence: 81%

How to Make an Industry Sustainable during an Industry Product Harm Crisis: The Role of a Consumer’s Sense of Control

Wei

Laufer

2019

Sustainability

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“…As discussed above, it seems reasonable to assume that the way in which the denial is delivered may a↵ect the way individuals react to it. While previous work has investigated the comparative e↵ectiveness of di↵erent formulations of an apology (Fehr and Gelfand, 2010;Hill and Boyd, 2015), no empirical studies, as far as we know, have examined the e↵ects of di↵erent denial strategies. To address this question, future work could, for instance, use Moston and Stephenson's (2009) typology of denial strategies or similar taxonomies as a basis for developing experiments designed to assess the relative persuasiveness of a range of di↵erent types of denial.…”

Section: A N U S C R I P Tmentioning

confidence: 99%

Denial outperforms apology in repairing organizational trust despite strong evidence of guilt

Fuoli

Weijer

Paradis

2017

Public Relations Review

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“…This outcome may have happened for several reasons. First, acknowledgments can alter the cognitive attributions made about transgressions (Hill & Boyd, 2015). Thus, acknowledgments may change the way in which the recipient appraises the task request, viewing it as less violating than if no acknowledgment has been provided.…”

Section: Acknowledgmentsmentioning

confidence: 99%

“…Kelley and Waldron (2007) found that acknowledgment in transgressions resulted in greater feelings of forgiveness once an acknowledgment was issued. Acknowledgment also suggests that the transgressor’s candid and transparent statement might forestall recurrent behavior (Hill & Boyd, 2015).…”

Section: Face(work) As a Framing Opportunitymentioning

confidence: 99%

Managing Illegitimate Task Requests Through Explanation and Acknowledgment: A Discursive Leadership Approach

Minei

Eatough

Cohen‐Charash

2018

Management Communication Quarterly

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This study explored how discursive framing can mitigate an illegitimate task request-a request from a supervisor that extends beyond the appropriate parameters of the role. Using hypothetical vignettes in an experimental design, we examined how including an acknowledgment and/or explanation when making an illegitimate task request mitigated perceptions of illegitimacy and anger. Results indicate that acknowledgments mitigated perceptions of illegitimacy whereas explanations mitigated anger. Furthermore, the combination of acknowledgments and explanations had the strongest effects on reducing perceived illegitimacy and anger. We conclude with practical recommendations.

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

Cited by 28 publications

References 36 publications

How to Make an Industry Sustainable during an Industry Product Harm Crisis: The Role of a Consumer’s Sense of Control

How to Make an Industry Sustainable during an Industry Product Harm Crisis: The Role of a Consumer’s Sense of Control

Denial outperforms apology in repairing organizational trust despite strong evidence of guilt

Managing Illegitimate Task Requests Through Explanation and Acknowledgment: A Discursive Leadership Approach

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