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The Dynamics of Online Mediation in Conflicts: When Do Victims Perceive an Apology as Sincere and Accept It in the Context of Online VOM?

Sturm, Judith S. (2021) The Dynamics of Online Mediation in Conflicts: When Do Victims Perceive an Apology as Sincere and Accept It in the Context of Online VOM?

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Abstract:Research shows that perceived sincere apologies constitute a central element for victims within traditional victim-offender mediation (VOM). We examined apologies’ effectiveness via a potentially valuable alternative to existing mediation forms. The present research examined the perceived sincerity and acceptance tendency of pre-recorded video apologies in the context of online VOM. We tested the hypotheses that victims perceive (online) apologies that either include suffering and responsibility-taking and/or an offer to repair as more sincere and acceptable (DV’s) compared to apologies having those factors absent. Assumptions were tested by a 2 (suffering and responsibility-taking: present versus absent) x 2 (reparation offer: present versus absent) between-group design. The study involved 176 imaginary victims who randomly received one of four pre-recorded video apology messages for a fictitious crime from an offender (actor). Apologies were experimentally manipulated, and either included or omitted words for suffering and responsibility-taking, or reparation offer. However, participants did not perceive significant differences between apologies present or absent conditions of suffering and responsibility-taking, nor reparation offer. Manipulations failed. No causal evidence for hypotheses was found. Nevertheless, a regression analysis showed significant outcomes between individual’s variables. Future research should manipulate apologies non-verbally and verbally by suffering and responsibility-taking and reparation offer.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:77 psychology
Programme:Psychology BSc (56604)
Link to this item:http://purl.utwente.nl/essays/86568
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