Why Forgiveness is Not Always Forthcoming: Intergroup Apologies, Forgiveness, and the Malleability of Groups

Intergroup apologies are used widely, but the empirical evidence has produced mixed results as to whether these apologies promote forgiveness, although they have been consistently linked with increased satisfaction. This study draws on recent research regarding groups in conflict to propose beliefs in the malleability of groups (i.e., beliefs in whether groups are able to change or not) moderate responses to an intergroup apology. Two candidates for mediation, namely perceived remorse and re-offense likelihood, were proposed to explain why individuals’ beliefs in whether groups can change or not predict differences in forgiveness and satisfaction following an intergroup apology. To examine this, 204 participants were measured on their beliefs of the malleability of groups. They were then presented with a transgression from a major corporation, followed by an apology or not. The results demonstrated participants who tended to believe groups were capable of change were more forgiving after an apology, compared to when no apology was provided, and this occurred through heightened perceived remorse. This same pattern was evidenced for satisfaction with the response. However, participants who believed groups were unable to change had a tendency to be less forgiving following an intergroup apology compared to when no apology was presented. These participants showed no difference in ratings of satisfaction with the response whether they received an apology or not. This study has significant theoretical implications in clarifying the link between an intergroup apology and forgiveness. In an applied setting, it demonstrates increased forgiveness and satisfaction following an intergroup apology will only occur if recipients believe groups can change.