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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Veröffentlicht in:	Computers in human behavior Jg. 172; S. 108761
Hauptverfasser:	Lim, Joon Soo, Hong, Nalae, Schneider, Erika
Format:	Journal Article
Sprache:	Englisch
Veröffentlicht:	Elsevier Ltd 01.11.2025
Schlagworte:	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-Zugang:	Volltext
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