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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
