英语论文网

oit, 1995; Coombs, 2014). The initial discussion of crisis communication was provided by practitioners who drew lessons from their crisis experiences. Without any research method, organizations first learned from experience, which helped them observe some basic forms of a crisis response, but failed to help crisis managers understand the dynamics of crisis communication. And later, applied research crisis communication developed to unpack the dynamic.

Crisis communication research has explored effective crisis response strategies for corporations to deal with sudden and unsuspected crises. Comparing to many other crisis response strategies, many scholars regard apology as the best crisis response strategy . Some scholars have explored how apology strategy helps corporations facing crisis. A study conducted by Ngai and Falkheimer (2017) examines how IKEA Mediated crisis communication and turned the crisis into an opportunity by employing corrective action and full apology strategies. Some scholars explore how can apology statements comfort the audience and relief their anger. For example, Lee and Chung (2012) conducted an experimental study to explore how to make a better apology statement, and found out that an apology statement with active responsibility was more likely to relieve public anger than an apology statement with passive responsibility. And other scholars have explored apology strategies using Benoit’s (1995) image restoration theory as a theoretical framework. 

2.2  Pragmatics approach to apologies

Scholars from a number of disciplines, including subfields in linguistics and communication have paid significant attention to apologies whose form and function may vary according to different purposes (Page, 2014). Previous experimental studies of the value of apologies in crisis management have found that the effects of apology strategy have the strongest positive effect on perceptions of an organization’s reputation (Bradford & Garrett, 1995; Dean, 2004). 

Apology research includes numerous studies regarding the formulation and effects of apologies (DiStaso, Vafeiadis, & Amaral, 2015; Racine, Wilson, & Wynes, 2020; Verhoeven, Van Hoof, Ter Keurs, & Van Vuuren, 2012). In individual situations, Ohbuchi, Kameda, and Agarie (1989) examined the effects of apologies and the psychological mechanism underlying the effects. By conducting two studies, they empirically demonstrated the aggression inhibiting effects of an apology. By comparing the communicative act of apologizing between native and non-native speakers, Trosborg (1987) outlined five apology strategies: (1) minimizing the degree of offense, (2) Acknowledgement of responsibility, (3) Explanation or account, (4) Expression of apology, and (5) Offering Repair, and the findings show that the selection of the appropriate apology strategy is indeed transferred form one language to another. As for organizations’ apologies, Page's (2014) research of corporate apologies posted on Twitter is a significant apology study of Computer-Mediated Communication (CMC), the findings indicate that various moves are used to support apologies, though she notes that moves can leave different interpretation on Twitter: “…the use of features such as the use of personal names or expressing thanks as a closing formulae that might indicate rapport in spoken discourse, may instead suggest social distance and f本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。