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The Use of an Apology

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F18%3A00106377" target="_blank" >RIV/00216224:14560/18:00106377 - isvavai.cz</a>

  • Result on the web

  • DOI - Digital Object Identifier

Alternative languages

  • Result language

    angličtina

  • Original language name

    The Use of an Apology

  • Original language description

    The paper is focused on the topic of apologies in a business context. In a culture of social media and fast spreading information, an adequate public reaction on crises in a firm is necessary and, in some cases, even vital for firms. One of such a reaction is an apology, which can calm the situation, provide some reassurance to stakeholders and prevent a possible escalation of conflicts and further cost risks. The general question of this paper is what apologies contain and how are crafted in a business context. Assumptions about the nature of apologies and its usage are made from speech act theory and theories of argumentation as well as from management theories, especially image, and crises management theory. These assumptions are compared with analyses of selected real examples of apologies made by organizations in last decade. The thesis is that the speech act theory gives a good account what any apology should contain, argumentation theory presents what tools are going to be used in an apology and management theories presents other goals which can be attached to an apology in a business context.

  • Czech name

  • Czech description

Classification

  • Type

    D - Article in proceedings

  • CEP classification

  • OECD FORD branch

    50204 - Business and management

Result continuities

  • Project

  • Continuities

    I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Others

  • Publication year

    2018

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Article name in the collection

    International Scientific Conference of Business Economics Management and Marketing 2018. Proceedings of International Scientific Conference of Business Economics Management and Marketing 2018

  • ISBN

    9788021091641

  • ISSN

  • e-ISSN

  • Number of pages

    8

  • Pages from-to

    167-174

  • Publisher name

    Masaryk University

  • Place of publication

    Brno

  • Event location

    Prušánky-Nechory

  • Event date

    Jan 1, 2018

  • Type of event by nationality

    EUR - Evropská akce

  • UT code for WoS article

    000495441500022