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
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DOI - Digital Object Identifier
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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
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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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
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e-ISSN
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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