@article{iwai_carvalho_2022,  title={Denials and apologies: pathways to reconciliation},  volume={57},  ISSN={2531-0488},  url={https://doi.org/10.1108/RAUSP-07-2021-0142},  DOI={10.1108/RAUSP-07-2021-0142},  number={3},  journal={RAUSP Management Journal},  publisher={Universidade de São Paulo},  author={Iwai, Tatiana and Carvalho, João Vinícius França},  year={2022},  month={Jul},  pages={332–346} }