The Use of an Apology

ONDRÁČEK, Tomáš. The Use of an Apology. In ISCOBEMM 2018. 2018.

Základní údaje

Originální název

The Use of an Apology

Autoři

ONDRÁČEK, Tomáš (203 Česká republika, garant, domácí)

Vydání

ISCOBEMM 2018, 2018

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Další údaje

Jazyk

angličtina

Typ výsledku

Prezentace na konferencích

Obor

50204 Business and management

Stát vydavatele

Česká republika

Utajení

není předmětem státního či obchodního tajemství

Kód RIV

RIV/00216224:14560/18:00103615

Organizační jednotka

Ekonomicko-správní fakulta

Klíčová slova anglicky

apology; speech act theory; argumentation; image management; crisis management

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Anotace

V originále

The paper is focused on the topic of apologies in a business context. In a culture of social media and fast spreading information, an adequate public reaction on crises in a firm is necessary and, in some cases, even vital for firms. One of such a reaction is an apology, which can calm the situation, provide some reassurance to stakeholders and prevent a possible escalation of conflicts and further cost risks. The general question of this paper is what apologies contain and how are crafted in a business context. Assumptions about the nature of apologies and its usage are made from speech act theory and theories of argumentation as well as from management theories, especially image, and crises management theory. These assumptions are compared with analyses of selected real examples of apologies made by organizations in last decade. The thesis is that the speech act theory gives a good account what any apology should contain, argumentation theory presents what tools are going to be used in an apology and management theories presents other goals which can be attached to an apology in a business context.