Reducing consumer switching intentions following service failure : do empowerment and apology help?

This research explores the effectiveness of apology and empowerment as service recovery actions and their impact on consumers switching intentions within the hospitality industry. It also examines two different types of failure - process failure and outcome and whether consumer-switching intentions vary based on failure type. Results suggest that apology is effective in reducing switching intentions in both types of failure. Employee empowerment reduces switching intentions in outcome failure situations, but increases switching intentions in process settings. There is also an interaction effect of apology and empowerment in the outcome failure setting, but not in the process failure setting. Recommendations for managing service recovery are provided.

Making meaning from collective apologies : Australia's apology to its indigenous peoples

This article considers the meaning of intergroup apologies for their recipients. Our research examined Indigenous people’s responses to the 2008 Australian apology to Aboriginal and Torres Strait Islander peoples forcibly removed from their families under previous governments (the Stolen Generations). We interviewed Indigenous men (n=10) and women (n=22) about their attitudes toward the apology and forgiveness. To cover the breadth of Indigenous responses to the Australian apology, we sought out participants from diverse geographic, cultural, and occupational contexts across Australia. After pooling the transcripts and entering them into NVivo, we identified key concepts and themes. Participants expressed positive, negative, and mixed views toward the apology and forgiveness. A dominant theme emerged as participants indicated that for the apology to be truly meaningful, there needed to be action commensurate with the emotion of the apology. Though participants indicated that the apology promoted reconciliation, this was not true for forgiveness. We conclude by discussing implications of these findings for theoretical models of intergroup apology.

The restorative role of apology in resolving medical disputes: Lessons from Chinese legal culture

This article is the first exploration of the Chinese notion of apology from a comparative legal perspective. By reviewing the significance of apology in the context of Chinese culture, the article presents a three-dimensional structure of apology that, in contrast to the understanding the research community now has, defines acknowledgement of fault, admission of responsibility, and offer of reparation as three essential elements of an apology. It is the combination of these three elements that enables apology to serve as a form of reparation. The article further places the three-dimensional apology in the context of the Chinese concept of "the relations of humanity," arguing that an apology accompanying admission of fault and responsibility may help to restore the harmony of relations and, by so doing, resolve medical disputes positively.

Not for personal gratification, or for contention, or to look down on others, or for convenience, reputation, or power : Cultura Animi in Bacon’s 1605 Apology for the proficiency and advancement of learning

This paper examines the apology for the life of the mind Francis Bacon gives in Book I of his 1605 text The Advancement of Learning. Like recent work on Bacon led by the ground-breaking studies of Corneanu, Harrison and Gaukroger, I argue that Bacon’s conception and defence of intellectual inquiry in this extraordinary text is framed by reference to the classical model, which had conceived and justified philosophising as a way of life or means to the care of the inquirer’s soul or psyche. In particular, Bacon’s proximities and debts to the Platonic Apology and Cicero’s defence of intellectual pursuits in Rome are stressed, alongside the acuity and eloquence of Bacon’s descriptions of the intellectual virtues and their advertised contributions to the theologically and civically virtuous life.

Aboriginal and non-aboriginal Australia : the dilemma of apologies, forgiveness, and reconciliation

This article presents a qualitative study of the indigenous Australian perspective on reconciliation with nonindigenous Australia, with a focus on the role of an apology for the oppression and violence perpetrated by nonindigenous Australians, and forgiveness on the part of indigenous Australians. A brief historical analysis of the relationship between Aborigines and waves of settlers is presented to demonstrate the extent of the wrong that was perpetrated against Aborigines and the need for social as well as practical reconciliation in the current context. It is argued that negotiated forgiveness is a concept that is pertinent to the discussion of reconciliation, because it requires a dialogue between the parties and ultimately for the wrongdoer to accept accountability and responsibility for offending actions, thereby opening the door for forgiveness and, ultimately, possible reconciliation. It is suggested that a first step in the required reconciliation dialogue is an apology, but the issue of who should give and receive an apology is a complex one. The issue of who should forgive and who should be forgiven is shown to be similarly complex. Qualitative analysis of interview data from 10 participants indicated that at this point in time, forgiveness might not be salient to the indigenous population, whose primary focus is more on the matter of an apology. This suggests that negotiated forgiveness and reconciliation will remain elusive goals until the matter of an apology is resolved.

An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining

This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt.  Data was collected using hypothetical scenarios.  Two types of service failures were proposed and the impact of recovery action on each failure type was compared.  Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures.  Implications and direction to the future research were proposed.

Your genre is black : indigenous performing arts and policy

In February 2008, Prime Minister Kevin Rudd apologised to the Stolen Generations on behalf of the Australian people. Now what? In this Platform Paper, mid-career Indigenous performing artists think about their post-apology future. Indigenous theatre blossomed in the 1990s when it was grasped as a means to expose social issues and advance the goals of Reconciliation. Now that generation of artists questions these motives. For some, history and community are central; others are impatient with 'your genre is black' and demand the professional respect they have earned. "Indigenous artists", says director Wesley Enoch, "have been asked for decades to work at their slowest, to bring everyone along with them. It's the equivalent of asking Cathy Freeman to run slowly, so that everyone can keep up with her." Glow and Johanson provide a forum for practitioners like Rachel Maza-Long, David Milroy, Stephen Page and Rhoda Roberts. Together they call for an end to second-best; and for measures that respond with post-apology confidence to the vision and inspiration that, in the opinion of the Australia Council, "remain at the heart of Australia's culture" .

Forms of memory in post-colonial Australia

There are many forms of memory in post-colonial Australia, and many kinds
of haunting. This paper investigates the poetry of contemporary Indigenous poets Sam Wagan Watson and Tony Birch, and reads the script of the Federal Government’s February 2008 Apology to the Stolen Generations, asking how and why the nation should be haunted – historically and imaginatively - into the future.

Only Agamben can save us? Against the messianic turn recently adopted in critical theory

In this paper, I offer a strong criticism of Giorgio Agamben’s recent political texts. I argue that these texts bring to fruition a larger, contentious trend in the theoretical academy coupling one-dimensional, pessimistic accounts of modernity with strands of messianism. Since the political prospects of messianism, as Agamben’s analyses show, are very thin indeed, I reflectively question the presuppositions that lead him to this prescriptive juncture. In Part I, recurring to Scholem’s classic analyses of Jewish messianism, I show how Agamben’s messianism borrows more or less directly (in The Open) from kabalistic, antinomian, utopian messianism. Having established this exegetical point, I argue two theses in parts II and III. The first, specifically theoretical thesis is that Agamben is driven into his political messianism by the transcendental logic of his analyses of ‘the political’, one which by its nature occludes meaningfully political distinctions by instead seeking out their ontological grounds. The second, specifically political thesis is that the widespread embrace of ontological messianism by thinkers in the post-Marxian academy is a symptom of, rather than a cure for, the wider malaise of the political left in the first world. If critical theory is serious about engaging with progressive praxis, one thing it must do is recall the difference between politics and prima philosophia, so that it does not continue to seek out ‘redemption’ – or at least an apology – in the bowels of the latter.

Inspiration and mimesis in Plato's criticism of poetry

Plato criticizes poetry in several of his dialogues, beginning with Apology, his first work, and ending with Laws, his last. In these dialogues, his criticism of poetry can be divided into two streams: poetry is criticized for either being divinely inspired, or because it is mimetic or imitative of reality. However, of the dialogues which criticize poetry in these ways, it is not until Laws that Plato mentions both inspiration and mimesis together, and then it is only in a few sentences. Furthermore, nowhere in the dialogues does Plato discuss their relationship. This situation has a parallel in the secondary literature. While much work has been done on inspiration or mimesis in Plato’s criticism of poetry, very little work exists which discusses the connection between them. This study examines Plato’s treatment - in the six relevant dialogues - of these two poetic elements, inspiration and mimesis, and shows that a relationship exists between them. Both can be seen to relate to two important Socratic-Platonic concerns: the care of the soul and the welfare of the state. These concerns represent a synthesis of Socratic moral philosophy with Platonic political beliefs. In the ‘inspiration’ dialogues, Ion, Apology, Meno, Phaedrus and Laws, poetic inspiration can affect the Socratic exhortation which considers the care of the individual soul. Further, as we are told in Apology, Crito and Gorgias, it is the good man, the virtuous man - the one who cares for his soul - who also cares for the welfare of the state. Therefore, in its effect on the individual soul, poetic inspiration can also indirectly affect the state. In the ‘mimesis’ dialogues, Republic and Laws, this same exhortation, on the care of the soul, is posed, but it is has now been rendered into a more Platonic form - as either the principle of specialization - the ‘one man, one job’ creed of Republic, which advances the harmony between the three elements of the soul, or as the concord between reason and emotion in Laws. While in Republic, mimesis can damage the tripartite soul's delicate balance, in Laws, mimesis in poetry is used to promote the concord. Further, in both these dialogues, poetic mimesis can affect the welfare of the state. In Republic, Socrates notes that states arc but a product of the individuals of which they are composed Therefore, by affecting the harmony of the individual soul, mimesis can then undermine the harmony of the state, and an imperfect political system, such as a timarchy, an oligarchy, a democracy, or a tyranny, can result. However, in Laws, when it is harnessed by the philosophical lawgivers, mimesis can assist in the concord between the rulers and the ruled, thus serving the welfare of the state. Inspiration and mimesis can thus be seen to be related in their effect on the education of both the individual, in the care of the soul, and the state, in its welfare. Plato's criticism of poetry, therefore, which is centred on these two features, addresses common Platonic concerns: in education, politics, ethics, epistemology and psychology.

Request mitigating devices in Australian English and Iraqi Arabic : a comparative study

Speech acts realization in everyday interaction is seen as an important field to explore the impact of linguistic and cultural variations on cross-cultural communication and second language acquisition. The reported study investigates the use of request mitigating devices in Australian English and Iraqi Arabic. It explores the internal and external devices that speakers of the two languages use to mitigate the imposition force of requests and the impact of the linguistic and cultural parameters on this use. Request samples were collected from 14 native speakers of Australian English and 14 native speakers of Iraqi Arabic by means of eight role-play interviews. The mitigating devices were identified and classified according to a modified categorization scheme based on Blum-Kulka et al. (1989). Additional categories of mitigating devices were added to this scheme to meet the requirements of data analysis. These include consultative device (Blum-Kulka & Olshtain, 1984), questions (Trosborg, 1995), apology (Economidou-Kogetsidis, 2008), alerter (Schauer, 2007), closing (Al-Ali & Alawneh, 2010), and new categories: wish/hope statement and verbal incentive. The results showed that internal mitigating devices were more frequent in Australian English requests than in Iraqi Arabic requests, while external mitigating devices were equally pervasive in both groups. The two groups also used different semantic formulae of some mitigating devices in specific situations. The pervasive occurrence of external mitigators in both groups‟ requests is discussed in terms of volubility as a politeness strategy. It is suggested that the divergence between the two groups in their utilization of request mitigations is related to linguistic and cultural variations between the Australian and Iraqi languages and cultures.