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

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  • Krista Hill
  • David Boyd

Abstract

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. Copyright Springer Science+Business Media Dordrecht 2015

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  • Krista Hill & David Boyd, 2015. "Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness," Journal of Business Ethics, Springer, vol. 130(1), pages 163-170, August.
    • Handle: RePEc:kap:jbuset:v:130:y:2015:i:1:p:163-170
    DOI: 10.1007/s10551-014-2205-9
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    References listed on IDEAS

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    1. De Cremer, David & van Dijk, Eric & Pillutla, Madan M., 2010. "Explaining Unfair Offers in Ultimatum Games and their Effects on Trust: An Experimental Approach," Business Ethics Quarterly, Cambridge University Press, vol. 20(1), pages 107-126, January.
    2. Tessa Basford & Lynn Offermann & Tara Behrend, 2014. "Please Accept My Sincerest Apologies: Examining Follower Reactions to Leader Apology," Journal of Business Ethics, Springer, vol. 119(1), pages 99-117, January.
    3. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
    4. David Boyd, 2011. "Art and Artifice in Public Apologies," Journal of Business Ethics, Springer, vol. 104(3), pages 299-309, December.
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    Cited by:

    1. Li, Yi-Na & Li, Yan & Chen, Haipeng (Allan) & Wei, Jiuchang, 2023. "How verbal and non-verbal cues in a CEO apology for a corporate crisis affect a firm’s social disapproval," Journal of Business Research, Elsevier, vol. 167(C).
    2. Palmeira, Mauricio & Hartmann, Nathaniel N. & Chan, Eugene & Sekar, Samuel B., 2023. "Don’t blame the powerless: The impact of hierarchy on reactions to responses to ethical scandals," Journal of Business Research, Elsevier, vol. 165(C).
    3. Mathieu Lajante & David Remisch, 2023. "Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 10(1), pages 1-18, December.
    4. Michael J. Wynes, 2022. "“Just Say You’re Sorry”: Avoidance and Revenge Behavior in Response to Organizations Apologizing for Fraud," Journal of Business Ethics, Springer, vol. 178(1), pages 129-151, June.
    5. So Young Lee & Yoon Hi Sung & Dongwon Choi & Dong Hoo Kim, 2021. "Surviving a Crisis: How Crisis Type and Psychological Distance Can Inform Corporate Crisis Responses," Journal of Business Ethics, Springer, vol. 168(4), pages 795-811, February.
    6. Lei Huang, 2023. "A moderation of business misdeeds on corporate remedy strategies," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(1), pages 21-31, March.
    7. Haiying Wei & Yaxuan Ran, 2019. "Male Versus Female: How the Gender of Apologizers Influences Consumer Forgiveness," Journal of Business Ethics, Springer, vol. 154(2), pages 371-387, January.
    8. Qing Li & Haiying Wei & Daniel Laufer, 2019. "How to Make an Industry Sustainable during an Industry Product Harm Crisis: The Role of a Consumer’s Sense of Control," Sustainability, MDPI, vol. 11(11), pages 1-15, May.

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