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Account Episodes in Organizations

Two studies were conducted to examine the communication and evaluation of accounts in organizational settings. Study 1 involved a survey of employees at a financial institution who recalled and reported on recent account episodes. Results supported Schonbach's theory of conflict escalation: Aggravating forms of reproaches elicited aggravating forms of accounts, as well as aggravating forms of evaluation. Mitigating forms of accounts were honored more frequently than aggravating accounts, but specific subcategories were significantly more effective than others. Both form of reproach and type of evaluation were significantly related to anger, stress, dissatisfaction, and complaints. Study 2 focused attention on the impression management function served by account giving. Some forms of accounts (i.e., excuses) were effective in exonerating the account-giver of blame but entailed negative consequences concerning the account-giver's image.