What Counts as an Apology? Exploring Stakeholder Perceptions in a Hypothetical Organizational Crisis
| Autor: | Joshua M. Bentley |
|---|---|
| Rok vydání: | 2017 |
| Předmět: |
Operationalization
business.industry Strategy and Management Communication 05 social sciences Perspective (graphical) 050801 communication & media studies Crisis management Data breach Public relations Grounded theory 0508 media and communications 0502 economics and business Organizational communication Element (criminal law) business Psychology Social psychology 050203 business & management Crisis communication |
| Zdroj: | Management Communication Quarterly. 32:202-232 |
| ISSN: | 1552-6798 0893-3189 |
| DOI: | 10.1177/0893318917722635 |
| Popis: | Many scholars have studied the role of organizational apologies in crisis communication, but they have defined and operationalized apologies inconsistently. This study uses a grounded theory approach to explore what constitutes an effective organizational apology from the perspective of organizational stakeholders. One hundred participants were asked to imagine being the victims of a data breach at an online retailer and to write the kind of apology they would like to receive from the organization. One hundred more participants were asked to write suggestion lists for how the organization could make its apology effective. These data were analyzed using a constant comparative method. Fifteen apology elements were identified and organized along two dimensions: (a) whether the element involved primarily words or behavior and (b) whether the element focused on fixing the problem or rebuilding relationships. Based on the data, these elements must be combined to make an apology effective with stakeholders. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
|