Projecting lower competence to boost apology effectiveness : underlying mechanism and boundary conditions

Paolo Antonetti, Ilaria Baghi

Year of publication:	2023
Authors:	Antonetti, Paolo ; Baghi, Ilaria
Subject:	Apology \| Competence \| Crisis communications \| Service recovery \| Krisenmanagement \| Crisis management \| Beschwerdemanagement \| Complaint management \| Kompetenz \| Öffentlichkeitsarbeit \| Public relations \| Dienstleistungsqualität \| Service quality

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