Abstract Combining different crisis response strategies of situational crisis communication theory, two studies examined the components of an appropriate crisis response strategy that includes an apology. Regarding the content of crisis responses, apologies that are combined with compensation were perceived to be more appropriate than those with scapegoating. In terms of the context of crisis responses, the two studies examined the timing of announcing the responses. In study 1, the appropriateness of an apology that was coupled with compensation decreased over time, while the appropriateness of the responses, in general, fluctuated over time in study 2. To further comprehend the mechanisms behind the appropriateness of the crisis responses, this research utilizes how well the organization responded to individuals’ dispositional needs to be heard. How well a response fulfilled the stakeholders’ needs to be heard explained 66 % of the variance of its appropriateness; the more the response was perceived to fulfill their desires to be heard, the more appropriate it was.

中文翻译：

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道歉与其他危机应对策略相结合：是否满足个人需求和响应信息的时间会影响道歉的适当性？

摘要 结合情境危机传播理论的不同危机应对策略，两项研究检验了包括道歉在内的适当危机应对策略的组成部分。从危机应对的内容来看，道歉与补偿相结合被认为比替罪羊更合适。就危机应对的背景而言，这两项研究考察了宣布应对措施的时机。在研究 1 中，伴随着补偿的道歉的恰当性随着时间的推移而下降，而在研究 2 中，回应的恰当性总体上随着时间的推移而波动。 为了进一步理解危机反应恰当性背后的机制，本研究利用组织对个人需要被倾听的性格需求做出反应的程度。回应满足利益相关者需求的程度解释了其适当性差异的 66%；响应越能满足他们希望被听到的愿望，它就越合适。