When apologies work: How matching apology components to victims' self-construals facilitates forgiveness

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The nature of an apology: An experimental study on how to apologize after a service failure (2013, background): “Apologies refer to messages containing acknowledgements of blameworthiness for negative events, which can include expressions of remorse (Fehr and Gelfand 2010; Tedeschi and Norman 1985).”
An Exploration of the Structure of Effective Apologies (2016, background): “For instance, Fehr and Gelfand (2010) argued that an apology is most effective when its contents match with the victim’s specific type of self-construal—independent, relational, or collective.”