EFFECTIVELY APOLOGIZING TO CONSUMERS AFTER A CRISIS: PSYCHOLOGICAL DISTANCE AND ABSTRACTNESS/CONCRETENESS OF AN ORGANIZATION'S APOLOGY

Bert Schreurs*, Melvyn R. W. Hamstra

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

Original languageEnglish
Pages (from-to)367-378
Number of pages17
JournalSocial Cognition
Volume38
Issue number4
DOIs
Publication statusPublished - Aug 2020

Keywords

  • construal level
  • apologies
  • crisis
  • corporate misconduct
  • word-of-mouth
  • reputation
  • CONSTRUAL-LEVEL
  • COMMUNICATION
  • STRATEGIES
  • ATTRIBUTIONS
  • SENSEMAKING
  • AMBIGUITY
  • LANGUAGE
  • IMPACT

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