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The apology impulse : = how the business world ruined sorry and why we can't stop saying it /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The apology impulse :/ Sean O'Meara, Cary Cooper.
其他題名:	how the business world ruined sorry and why we can't stop saying it /
其他題名:	How the business world ruined sorry and why we can't stop saying it
作者:	O'Meara, Sean,
其他作者:	Cooper, Cary L.,
面頁冊數:	1 online resource (361 p.)
標題:	Customer relations. -
電子資源:	https://portal.igpublish.com/iglibrary/search/KOGANB0001988.html
ISBN:	9780749493202

The apology impulse : = how the business world ruined sorry and why we can't stop saying it /
O'Meara, Sean,1981-

The apology impulse :how the business world ruined sorry and why we can't stop saying it /How the business world ruined sorry and why we can't stop saying itSean O'Meara, Cary Cooper. - 1st ed. - 1 online resource (361 p.)

Includes bibliographical references and index.

Access restricted to authorized users and institutions.

"Saying sorry is in crisis. On one hand there are anxious PR aficionados and social media teams dishing out apologies with alarming frequency. On the other there are people and organizations who have done truly terrible things issuing much-delayed statements of mild regret. We have become addicted to apologies but immune from saying sorry. In January 2018 there were 35 public apologies from high-profile organizations and individuals. That's more than one per day. Between them, in 2017, the likes of Facebook, Mercedes Benz and United Airlines issued over 2,000 words of apologies for their transgressions. Alarmingly, the word 'sorry' didn't appear once. This perfectly timed book examines the psychology, motivations and even the economic rationale of giving an apology in the age of outrage culture and on-demand contrition. It reveals the tricks and techniques we all use to evade, reframe and divert from what we did and demonstrates how professionals do it best. Providing lessons for businesses and organizations, you'll find out how to give meaningful apologies and know when to say sorry, or not say it at all. The Apology Impulse is the perfect playbook for anyone - from social media executive through to online influencers and CEOs - who apologise way too much and say sorry far too infrequently"--

Mode of access: World Wide Web.

ISBN: 9780749493202Subjects--Topical Terms:

560399
Customer relations.
Index Terms--Genre/Form:

554714
Electronic books.

LC Class. No.: HD59

Dewey Class. No.: 659.2

The apology impulse : = how the business world ruined sorry and why we can't stop saying it /
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