When apologizing hurts: Felt transgression and restoration efforts

Abstract

Apologizing is important for conflict resolution and relationship reconciliation, yet apologies often fail to restore the damaged relationship. While much research has been devoted to investigating the victims' reactions upon receiving an apology, in this paper, we adopt an apologizer-centric approach and explore the phenomenon of apologizing with no felt transgression (vis-à-vis when there is felt transgression) along with its affective and reconciliation outcomes for the apologizer. Based on Appraisal Tendency Framework, we predict that apologizing with no felt transgression will lead to reduced guilt and increased anger in the apologizer, which will result in a decreased level of their restoration efforts towards the victim. In addition, we further hypothesize about the role of organizational conflict cultures in influencing the relationship between apologizing and restoration efforts via guilt and anger. Study 1 uses a micro-narrative procedure and an inductive data analysis approach to demonstrate the varied situations and motivations of employees apologizing with (no) felt transgression, Study 2 utilizes an experimental design to examine the mediation effect, and Study 3 employs the critical incident technique to test our whole research model.Our hypotheses were largely supported across our studies. Theoretical and practical implications are discussed.