How warm-versus competent-toned AI apologies affect trust and forgiveness through emotions and perceived sincerity

As generative artificial intelligence (GenAI) becomes more integrated into corporate communication, its role in crisis messaging raises critical questions about audience perception and trust. Drawing on theories of machine heuristics, this study explores how relational cues in AI-authored crisis apo...

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Bibliographic Details

Published in:	Computers in human behavior Vol. 172; p. 108761
Main Authors:	Lim, Joon Soo, Hong, Nalae, Schneider, Erika
Format:	Journal Article
Language:	English
Published:	Elsevier Ltd 01.11.2025
Subjects:	Crisis communication Forgiveness intentions Generative artificial intelligence Machine heuristics Relational tone Sincerity Forgiveness intentions Machine heuristics Sincerity Generative artificial intelligence Relational tone Crisis communication
ISSN:	0747-5632
Online Access:	Get full text
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