Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

IF 3.1 3区经济学 Q2 BUSINESS

International Journal of Business Communication Pub Date : 2021-01-01 DOI:10.1177/2329488417735646

S. Chung, Suman Lee

引用次数: 20

Abstract

This study examined how corporate apologies influence cognitive and affective public responses (public anger, negative impression, distrust) during an aviation crisis. A total of 192 participants were exposed to one of the two types of causal attribution (internal vs. external) and one of the two types of corporate apology (responsibility-oriented vs. sympathy-oriented). This study found that a responsibility-oriented apology significantly more reduced public anger, negative impression, and distrust of an airline company than a sympathy-oriented apology in an internal/controllable crisis situation. Theoretical and practical implications as well as directions for future research are discussed.

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危机管理与企业道歉：因果归因和道歉类型对公众认知和情感反应的影响

本研究考察了航空危机中企业道歉如何影响公众的认知和情感反应(公众愤怒、负面印象、不信任)。共有192名参与者被暴露在两种类型的因果归因(内部vs.外部)和两种类型的公司道歉(责任导向型vs.同情导向型)中的一种。本研究发现，在内部/可控的危机情况下，责任导向的道歉比同情导向的道歉更能显著减少公众的愤怒、负面印象和对航空公司的不信任。讨论了该方法的理论和实践意义以及未来的研究方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Business Communication Multiple-

CiteScore

7.70

自引率

14.30%

发文量

期刊介绍： The International Journal of Business Communication (IJBC) publishes manuscripts that contribute to knowledge and theory of business communication as a distinct, multifaceted field approached through the administrative disciplines, the liberal arts, and the social sciences. Accordingly, IJBC seeks manuscripts that address all areas of business communication including but not limited to business composition/technical writing, information systems, international business communication, management communication, and organizational and corporate communication. In addition, IJBC welcomes submissions concerning the role of written, verbal, nonverbal and electronic communication in the creation, maintenance, and performance of profit and not for profit business.