Comparing apology to equivalent crisis response strategies: Clarifying apology's role and value in crisis communication

By W. T. Coombs, S. Holladay. 2008

479 citations recorded by the source corpus.

Subfields: Communication, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/9b31560a819680472d13d86cb40896fa095c40ec

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In Communication

In Social Psychology

In Sociology and Political Science

Citations in the corpus

An Exploration of the Structure of Effective Apologies (2016, background): “Coombs and Holladay (2008) go as far as saying it is the “centerpiece of an apology” (p. 253).”
A Burden of Responsibility: The Role of Social Approval at the Onset of a Crisis (2014, background): “Additionally, because of this ambiguity, many scholars have challenged whether it is appropriate and ethical for organizations to always be accommodative in response to a crisis (cf. Coombs & Holladay, 2008; Koehn, 2013).”
The Importance of Source and Credibility Perception in Times of Crisis: Crisis Communication in a Socially Mediated Era (2015, background): “Expressing concern for those affected by the crisis and reinforcing this compassion though compensation or apologies tend to reduce feelings of anger (Coombs & Holladay, 2008).”
Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident (2016, background): “…the hostile emotions she or he experiences Moreover, the literature on corporate reputation demonstrates that a favourable attitude towards a corporate image can insure companies against consumers' hostile reactions to a crisis (Coombs & Holladay, 2008; Kim & Cameron, 2011; Lyon & Cameron, 2004).”
Stakeholder reactions to company crisis communication and causes (2010, unknown): “An extensive review located 16 studies (Coombs, 1999; Coombs & Holladay, 1996, 2008, 2009; Coombs & Schmidt, 2000; Dean, 2004; Griffin et al., 1991; Jorgensen, 1996; Menon, Jewell, & Unnnava, 1999; Lee, 2004, 2005; Siomkos, 1989; Siomkos & Kurzbard, 1994; Siomkos & Malliaris, 1992; Siomkos &…”
The acceptance of responsibility and expressions of regret in organizational apologies after a transgression (2010, background): “Although multiple studies have empirically explored the role of the apology in protecting an organization's reputation ( Coombs and Holladay, 2008”