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Direct linkBisel, Ryan S.; Messersmith, Amber S. – Business Communication Quarterly, 2012
We 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,…
Descriptors: Business Communication, Antisocial Behavior, Interpersonal Communication, Responses
Peer reviewedPatel, Ameeta; Reinsch, Lamar – Business Communication Quarterly, 2003
Indicates that apologies generally do not constitute evidence of guilt and that, in fact, they sometimes have positive consequences for the apologist. Suggests that persons who practice (or teach) crisis communication should avoid the mistake of relying on an over-simplified and inaccurate understanding of the legal issues surrounding corporate…
Descriptors: Business Communication, Business Education, Crisis Management, Higher Education
