The nature of an apology: An experimental study on how to apologize after a service failure

By Holger Roschk, S. Kaiser. 2013

195 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/009fed6125343ea0be7807525b94b301dbeaa674

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Katja Gelbrich
2. Holger Roschk
3. Lisa E. Bolton
4. Sungwoo Choi
5. Anna S. Mattila
6. Heesup Han
7. Jochen Wirtz
8. Jong-Hyeong Kim

In Social Psychology

1. Holger Roschk
2. Katja Gelbrich
3. Anna S. Mattila
4. Lisa E. Bolton
5. Hongwei He
6. L. Harris

In Sociology and Political Science

1. Katja Gelbrich
2. Holger Roschk
3. Lisa E. Bolton
4. Sungwoo Choi
5. Anna S. Mattila
6. Jong-Hyeong Kim
7. Heesup Han
8. Gerben A. van Kleef

Citations in the corpus

• To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “Following Roschk and Kaiser (2013), in the apology condition, the robot stated: “I’m really sorry for holding you up and I want to apologize.”
• Identifying Appropriate Compensation Types for Service Failures (2014, background): “We also subsume ‘‘status’’ under this category because an apology reestablishes self-esteem, which may have suffered through a company’s failure (Roschk and Kaiser 2013).”