2002: The Year of the Apology
- Topics:
- Business Ethics
- Tags:
- Apology,
- Crisis Management
- Source:
- Knowledge@Wharton
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Overview: The article explains about the apology strategy and discusses different examples of the companies using different policies of apologies and how effective are apologies like the ones offered by Safeway and McDonald’s. Apologies can frequently be part of a larger crisis management issue in cases where incidents occur that may or may not be the company’s fault. In these instances, corporations have several choices of action, such as offering expressions of concern, setting in motion steps to ensure the incident is not repeated, issuing an apology and so forth. Additional research on apologies looks at the question of attribution, suggesting the need for a clear cause of the harm with which an individual or company is associated. Apologizers need to explain why the event occurred, either by taking the blame themselves, or citing other factors, such as the weather.
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Format: HTML | Date: Dec 2002 | Pages: 1
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