Fehr, Ryan; Gelfand, Michele J. - In: Organizational Behavior and Human Decision Processes 113 (2010) 1, pp. 37-50
Apologies are useful social tools that can act as catalysts in the resolution of conflict and inspire forgiveness. Yet as numerous real-world blunders attest, apologies are not always effective. Whereas many lead to forgiveness and reconciliation, others simply fall on deaf ears. Despite the...