A Contrastive Study of Image Repair Strategies Between Chinese and English Corporate Apologies

Abstract

In the era of globalization, social media have become important communication tools for enterprises in crisis. Corporate apologies are issued via social media to repair the tarnished corporate image, which might affect their survival. However, the way of apologizing varies from language/culture to language/culture. This study aims to investigate how Chinese and English corporate apologies are linguistically presented and to explore how damaged corporate image in different culture is repaired respectively. Under the framework of Benoit’s image repair strategies and CCSARP, and based on quantitative and qualitative analysis of the collected data, this paper makes a contrastive study of Chinese and English corporate apologies. The results show that Chinese and English corporate apologies share great similarities in using the strategies of mortification and corrective actions, while they are different in terms of other specific tactics such as bolstering, good intentions, defeasibility and minimization. It is also found that the denial is the least used strategy by both Chinese and English corporations to repair their tarnished image. Furthermore, they are quite t similar in using IFIDs, while intensifiers and hedges are more frequently employed in Chinese corporate apologies.