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.

An apology for the true Christian divinity : being an explanation and vindication of the principles and doctrines of the people called Quakers /

Translation of " Theologiæ verë christianæ apologia".

Mr. Godfrey Higgins' Apology for Mohamed /

Reprint of the 1829 ed. published by Rowland Hunter, London under title: An apology for the life and character of the celebrated Prophet of Arabia, called Mohamed, or the Illustrious.

Balaustion's adventure : Aristophanes' Apology, Pacchiarotto and other poems /

Mode of access: Internet.

An apology for Homer; wherein the true nature and design of the Iliad is explained. And a new system of his theomythology proposed.

Bound in half calf.

An apology for the Church of England /

Translation of: Apologia Ecclesiae Anglicanae.

The trial and death of Socrates; being the Euthyphron, Apology, Crito and Phaedo of Plato;

Mode of access: Internet.

The Apology of Plato : with a revised text and English notes, and a digest of Platonic idioms /

Mode of access: Internet.

An apology for Dr. Michael Servetus : including an account of his life, persecution, writings and opinions: being designed to eradicate bigotry and uncharitableness: and to promote liberality of sentiment amoung Christians /

Mode of access: Internet.

The apology of an officer, for withdrawing from the profession of arms : contained in a letter addressed to the King : and a series of letters to a friend on the causes and evils of war, its unlawfulness, &c.

"The Series of letters was published in three parts, and at different times. The 'Letter to the King' was published some time before them."--Preface p. ix.