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Sorry seems to be the hardest word: consumer reactions to self-attributions by firms apologizing for a brand crisis
16 references·6 citing·44 second hop
Sorry seems to be the hardest word: consumer reactions to self-attributions by firms apologizing for a brand crisis (2016)Sorry seems to be the hardest word: consu…When apologies work: How matching apology components to victims’ self-construals facilitates forgiveness (2010)When apologies work: How matc…Corporate Hypocrisy: Overcoming the Threat of Inconsistent Corporate Social Responsibility Perceptions (2009)Corporate Hypocrisy: Overcomi…Doing Better at Doing Good: When, Why, and How Consumers Respond to Corporate Social Initiatives (2004)Doing Better at Doing Good: W…Corporate social responsibility and consumers' attributions and brand evaluations in a product–harm crisis (2004)Corporate social responsibili…Introducing Communication Theory Analysis and Application (2000)Introducing Communication The…Consumer Response to Negative Publicity: The Moderating Role of Commitment (2000)Consumer Response to Negative…Attributional Thoughts about Consumer Behavior (2000)Attributional Thoughts about …Consumer perceived risk: conceptualisations and models (1999)Consumer perceived risk: conc…The Company and the Product: Corporate Associations and Consumer Product Responses (1997)The Company and the Product: …Building Strong Brands (1995)Building Strong BrandsPublic Confession and Forgiveness (1991)Public Confession and Forgive…An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Warranty and Other Extrinsic Cue Effects on Consumers' Risk Perceptions (1982)Warranty and Other Extrinsic …An Attribution Explanation of the Disproportionate Influence of Unfavorable Information (1982)An Attribution Explanation of…Risk Taking and Information Handling in Consumer Behavior (1969)Risk Taking and Information H…When apologies backfire: a moderated mediation model of exposure by NGOs, companies’ hypocrisy, and consumers’ political orientations (2024)When apologies backfire: a mo…Will consumers give us another chance to bounce back? Effects of precrisis commitments to social and product responsibility on brand resilience (2023)Will consumers give us anothe…Factors influencing consumer forgiveness: a systematic literature review and directions for future research (2023)Factors influencing consumer …Crisis Management for Sustainable Corporate Value: Finding a Construal Fit between Social Distance, Crisis Response, and Crisis Severity (2022)Crisis Management for Sustain…Can we get back together? Measuring brand relationship breakup (2020)Can we get back together? Mea…Asymmetric cognitive, emotional and behavioural effects of values-related and performance-related negative brand publicity (2018)Asymmetric cognitive, emotion…A RESOURCE-BASED PERSPECTIVE ON CORPORATE ENVIRONMENTAL PERFORMANCE AND PROFITABILITY. (1997)Does Doing Good Always Lead to Doing Better? 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References

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2010
When apologies work: How matching apology components to victims’ self-construals facilitates forgiveness
301 cited
  • 1991Public Confession and Forgiveness283 cited
  • Cited by

    • 2023Will consumers give us another chance to bounce back? Effects of precrisis commitments to social and product responsibility on brand resilience35 cited
    • 2018Asymmetric cognitive, emotional and behavioural effects of values-related and performance-related negative brand publicity35 cited
    • 2023Factors influencing consumer forgiveness: a systematic literature review and directions for future research25 cited
    • 2020Can we get back together? Measuring brand relationship breakup11 cited
    • 2024When apologies backfire: a moderated mediation model of exposure by NGOs, companies’ hypocrisy, and consumers’ political orientations10 cited
    • 2022Crisis Management for Sustainable Corporate Value: Finding a Construal Fit between Social Distance, Crisis Response, and Crisis Severity9 cited