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Facial Features And The Effectiveness Of Apology, Michal Franc

Dissertations and Theses Collection (Open Access)

Apology is an important tool for the maintenance of positive and cooperative relationships in the workplace. This paper reviews the existing research in the field of apology, and identifies four main components of apology. It uses impression management theory and signaling theory to explain the effect of apology. In addition, it proposes moderating effect of the offender's facial dominance on the effectiveness of apology. Specifically, previous research (e.g., Perrett et al., 1998) found that people with high facial dominance are less trustworthy, which suggests that apology may act as an equalizer between people with high and low facial dominance. Through …