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Restoring Trust in Organizations and LeadersEnduring Challenges and Emerging Answers$
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Roderick M. Kramer and Todd L. Pittinsky

Print publication date: 2012

Print ISBN-13: 9780199756087

Published to Oxford Scholarship Online: May 2012

DOI: 10.1093/acprof:oso/9780199756087.001.0001

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The Art of the Apology

The Art of the Apology

The Structure and Effectiveness of Apologies in Trust Repair

Chapter:
(p.95) 5 The Art of the Apology
Source:
Restoring Trust in Organizations and Leaders
Author(s):

Roy J. Lewicki

Beth Polin

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780199756087.003.0006

Apologies are a common method for restoring broken trust. Yet research and practice has been both conflicted and inconclusive as to the critical elements of an effective apology. The authors review past research on the role of apologies in trust repair, including evaluation of essential components and key moderators that determine their effectiveness. A comprehensive framework for apology structure is proposed, as well as three essential moderators. The paper then ‘tests’ this framework against the actual apologies of several well-known public individuals and companies who have committed major trust violations. The chapter concludes with discussion of these ‘case studies’ and an agenda for future research.

Keywords:   apologies, broken trust, trust repair

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