Organizational and Supervisory Apology Effectiveness: Apology Giving in Work Settings

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dc.contributor.authorRyan S. Bisel
dc.contributor.authorAmber S. Messersmith
dc.date.accessioned2016-01-14T19:53:36Z
dc.date.accessioned2016-03-30T15:31:12Z
dc.date.available2016-01-14T19:53:36Z
dc.date.available2016-03-30T15:31:12Z
dc.date.issued2012-12-01
dc.description.abstractWe 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_US
dc.description.peerreviewYesen_US
dc.description.peerreviewnoteshttps://us.sagepub.com/en-us/nam/manuscript-submission-guidelinesen_US
dc.identifier.citationBisel, R. S., & Messersmith, A. S. (2012). Organizational and Supervisory Apology Effectiveness: Apology Giving in Work Settings. Business Communication Quarterly, 75(4), 425-448. doi: 10.1177/1080569912461171en_US
dc.identifier.doi10.1177/1080569912461171en_US
dc.identifier.urihttp://hdl.handle.net/11244/25345
dc.language.isoen_USen_US
dc.publisherBusiness Communication Quarterly
dc.rights.requestablefalseen_US
dc.subjectapologyen_US
dc.subjectcustomer relationsen_US
dc.subjectsupervisor-subordinate communicationen_US
dc.titleOrganizational and Supervisory Apology Effectiveness: Apology Giving in Work Settingsen_US
dc.typeResearch Articleen_US

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