Document Type : Research Paper
Authors
1
شهرک آزادی بلوار امام خمینی پ ۳۶ واحد ۲
2
faculty of manaagement
3
faculty of management
Abstract
This research has been conducted with the aim of presenting a comprehensive model of organizational apology, as a gap in this field. The research has been implemented with a qualitative approach and meta-synthesis method. Information sources, articles and research published on the subject of the study in internationally recognized scientific databases within a time period 1984-2024 searched and selected. The sources were selected based on the criteria for entering the meta-synthesis process. Qualitative content analysis method has also been used to analyze the data. The results showed that organizational apology as a multifaceted process includes contextual/contingent enabling/disabling factors (transgression type/severity, organization pre-reputation, values, policies, culture, leadership, degree of openness, leadership, etc.), input factors of apology (such as political/legal, behavioral and ethical, social, brand/credibility/reputation, fairness, critical and etc.) and apology strategies (such as political accountability, behavioral approach, justice-based strategy, corporate social responsibility, brand and reputation management approach, crisis management strategy and etc.) that takes place in several main stages (observation, interpretation and design). Also, this process has consequences at the individual, group, social and organizational levels with evaluation and feedback in the end of the process. Managers have to consider this phenomenon from various strategic, political, social, legal, ethical, behavioral, communication, reputation and credibility, and crisis management dimensions, and accordingly design and implement the apology process (self-awareness, getting facts, stakeholder impact mapping, identification of the range of responses, apology design, apology implementation, and restitution management and relationship repair) in their organization and ultimately achieve its individual, group, organizational, and social consequences.
Keywords
Main Subjects
)