Ryan S. BiselAmber S. Messersmith2016-01-142016-03-302016-01-142016-03-302012-12-01Bisel, R. S., & Messersmith, A. S. (2012). Organizational and Supervisory Apology Effectiveness: Apology Giving in Work Settings. Business Communication Quarterly, 75(4), 425-448. doi: 10.1177/1080569912461171http://hdl.handle.net/11244/25345We synthesize the interdisciplinary literature into a heuristic for crafting effective organizational and supervisory apologies (the OOPS four-component apology). In the first experiment, we demonstrate how an offense committed by an organization is perceived to be more egregious than an offense committed by a friend or supervisor. Furthermore, results did not support that OOPS apologies are unequally effective if issued by a friend, supervisor, or organization. In the second experiment, we test OOPS apology-training effectiveness. Results indicated that trained participants crafted more effective apologies. Our apology heuristic is an innovation for training business communicators how to apologize effectively.en-USapologycustomer relationssupervisor-subordinate communicationResearch Article10.1177/1080569912461171false