Money & society · 2016
Are apologies with more components seen as more effective than those with fewer?
Yes. In two studies, participants judged apologies with more components as more effective than those with fewer. The studies used descriptions of apology components and trust-violation scenarios, so the finding concerns perceived effectiveness rather than demonstrated repair of trust in real relationships.
Details
The researchers examined whether the structure of an apology affects how people evaluate it. They drew six apology components from earlier research and presented them to participants individually and in combinations, using component definitions and a scenario involving a breach of trust.
Apologies with more components were rated as more effective, but the components were not considered equally important. Context also mattered: apologies after a failure of competence were seen as more effective than apologies after a failure of integrity, such as a breach involving honesty or principles.
The abstract does not identify the six components or say which mattered most, so it cannot establish whether an explanation is more important than accepting responsibility. It also gives no participant characteristics or size of the differences. These findings describe evaluations of apologies under the study conditions, not proof that adding components restores trust in everyday conflicts.
What do you think?
Good conversations begin with curiosity.
You can read comments without an account. Sign in to write.
Loading comments…