Open AccessThe Components Of A Successful CEO Apology
Author(s) -
Krista M. Hill,
David P. Boyd
Publication year - 2013
Publication title -
journal of business case studies
Language(s) - English
Resource type - Journals
eISSN - 2157-8826
pISSN - 1555-3353
DOI - 10.19030/jbcs.v9i2.7693
Subject(s) - remorse , forgiveness , psychology , revelation , social psychology , business , public relations , accounting , political science , theology , philosophy
Although most research suggests that apologies are associated with positive outcomes, the relationship can be equivocal. An apologys effectiveness is highly dependent on whether certain components are present. The current study investigates the effectiveness of various apology components proposed by Boyd (2011). Twenty-five CEO apologies were coded for seven components: revelation, recognition, responsiveness, responsibility, remorse, restitution, and reform. These apologies were then shown to 151 participants who rated their willingness to forgive and trust the apologizers. All components were significant except for responsibility.