“Het spijt me (niet)”: Herstel na een verontschuldiging door een mannelijke versus vrouwelijke CEO | Amsterdam University Press Journals Online
2004
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Volume 36, Issue 1
  • ISSN: 0921-5077
  • E-ISSN: 1875-7235

Abstract

Samenvatting

Het geven van een verontschuldiging beperkt de schade na een overtreding door een organisatie. Terwijl eerdere studies keken naar de inhoud van een goede CEO-verontschuldiging, onderzocht de huidige studie welke omstandigheden (in termen van CEO-gender en type sector) van belang zijn bij een CEO-verontschuldiging na een organisatiefout. Gebaseerd op de attributietheorie en de token status theorie onderzocht deze studie het effect van een verontschuldiging van een mannelijke versus vrouwelijke CEO in een mannelijk versus meer vrouwelijk gedomineerde sector. In een experimentele scenariostudie ( = 57) met een ‘binnen-subjecten’ design vonden we dat het geven van een verontschuldiging leidde tot een beter herstel bij het publiek dan het niet geven van een verontschuldiging. Er was geen verschil in herstel na een verontschuldiging van een mannelijke versus een vrouwelijke CEO en dat effect was onafhankelijk van het type sector (mannelijk of vrouwelijk gedomineerd). Deze studie combineert verschillende theoretische perspectieven en draagt zo bij tot de literatuur van zowel CEO-verontschuldigingen als percepties tegenover mannelijke versus vrouwelijke CEO’s. Resultaten helpen ook organisaties, in het bijzonder CEO’s en hun communicatieteams, bij het voorbereiden van een reactie na een organisatiefout en bieden meer kennis over (het omgaan met) verwachtingspatronen ten opzichte van mannelijke versus vrouwelijke CEO’s.

© Aylin Koçak, Claudia Rooman & Eva Derous
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2023-03-01
2024-04-19
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“Het spijt me (niet)”: Herstel na een verontschuldiging door een mannelijke versus vrouwelijke CEO
G&O 36, 32 (2023); https://doi.org/10.5117/GO2023.1.002.KOCA
/content/journals/10.5117/GO2023.1.002.KOCA
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Keyword(s): apology; CEO; gender; repair; tokenism

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