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The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
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Shaping attributions of crisis responsibility in the case of an accusation : the role of active and passive voice in crisis response strategies
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Putting empathic feelings into words during times of crisis : the impact of differential verbal empathy expressions on organizational reputation
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Changing perspectives : managerial and legal considerations regarding crisis communication
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- Journal Article
- A1
- open access
Repairing trust between individuals and groups : the effectiveness of apologies in interpersonal and intergroup contexts
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- Journal Article
- A1
- open access
'Sorry for Congo, let’s make amends' : Belgians’ ideological worldviews predict attitudes towards apology and reparation for its colonial past
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Moving forward : the effectiveness of online apologies framed with hope on negative behavioural intentions in crises
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The role of empathy in crisis communication : providing a deeper understanding of how organizational crises and crisis communication affect reputation
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Challenging the normative truth logic in the politics of apology : a quest for recognition
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- Journal Article
- A1
- open access
The role of specificity and apologies in excuse messages following train delay