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Repairing trust with individuals vs. groups

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Author Info

  • Kim, Peter H.
  • Cooper, Cecily D.
  • Dirks, Kurt T.
  • Ferrin, Donald L.
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    Abstract

    This study incorporates insights from research on group decision-making and trust repair to investigate the differences that arise when alleged transgressors attempt to regain the trust of groups as compared to individuals. Results indicate that repairing trust is generally more difficult with groups than individuals, and both groups and individuals were less trusting when trustees denied culpability (rather than apologized) for a competence-based violation or apologized (rather than denied culpability) for an integrity-based violation. However, the interaction of violation-type and violation-response also ultimately affected the relative difficulty of repairing trust with groups vs. individuals, with the greater harshness of groups dissipating when the transgressors’ responses were effectively matched with the type of violation. Persuasive argumentation rather than normative pressure, furthermore, mediated these differences. Thus, the sequencing of individual vs. group assessments mattered, such that subsequent group assessments affected initial individual assessments but not the reverse.

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    File URL: http://www.sciencedirect.com/science/article/pii/S0749597812001033
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    Bibliographic Info

    Article provided by Elsevier in its journal Organizational Behavior and Human Decision Processes.

    Volume (Year): 120 (2013)
    Issue (Month): 1 ()
    Pages: 1-14

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    Handle: RePEc:eee:jobhdp:v:120:y:2013:i:1:p:1-14

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    Web page: http://www.elsevier.com/locate/obhdp

    Related research

    Keywords: Trust; Trust repair; Competence; Integrity; Apology; Denial; Group;

    References

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    1. Moon, Henry & Conlon, Donald E. & Humphrey, Stephen E. & Quigley, Narda & Devers, Cynthia E. & Nowakowski, Jaclyn M., 2003. "Group decision process and incrementalism in organizational decision making," Organizational Behavior and Human Decision Processes, Elsevier, vol. 92(1-2), pages 67-79.
    2. Desmet, Pieter T.M. & Cremer, David De & Dijk, Eric van, 2011. "In money we trust? The use of financial compensations to repair trust in the aftermath of distributive harm," Organizational Behavior and Human Decision Processes, Elsevier, vol. 114(2), pages 75-86, March.
    3. Kim, Peter H. & Dirks, Kurt T. & Cooper, Cecily D. & Ferrin, Donald L., 2006. "When more blame is better than less: The implications of internal vs. external attributions for the repair of trust after a competence- vs. integrity-based trust violation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 99(1), pages 49-65, January.
    4. Laughlin, Patrick R. & Bonner, Bryan L. & Miner, Andrew G., 2002. "Groups perform better than the best individuals on Letters-to-Numbers problems," Organizational Behavior and Human Decision Processes, Elsevier, vol. 88(2), pages 605-620, July.
    5. Gruenfeld, Deborah H & Mannix, Elizabeth A. & Williams, Katherine Y. & Neale, Margaret A., 1996. "Group Composition and Decision Making: How Member Familiarity and Information Distribution Affect Process and Performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 67(1), pages 1-15, July.
    6. Milch, Kerry F. & Weber, Elke U. & Appelt, Kirstin C. & Handgraaf, Michel J.J. & Krantz, David H., 2009. "From individual preference construction to group decisions: Framing effects and group processes," Organizational Behavior and Human Decision Processes, Elsevier, vol. 108(2), pages 242-255, March.
    7. Kim, Peter H., 1997. "When What You KnowCanHurt You: A Study of Experiential Effects on Group Discussion and Performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 69(2), pages 165-177, February.
    8. Kim, Peter H., 1997. "Strategic Timing in Group Negotiations: The Implications of Forced Entry and Forced Exit for Negotiators with Unequal Power," Organizational Behavior and Human Decision Processes, Elsevier, vol. 71(3), pages 263-286, September.
    9. Kim, Peter H. & Diekmann, Kristina A. & Tenbrunsel, Ann E., 2003. "Flattery may get you somewhere: The strategic implications of providing positive vs. negative feedback about ability vs. ethicality in negotiation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 90(2), pages 225-243, March.
    10. Schweitzer, Maurice E. & Hershey, John C. & Bradlow, Eric T., 2006. "Promises and lies: Restoring violated trust," Organizational Behavior and Human Decision Processes, Elsevier, vol. 101(1), pages 1-19, September.
    11. Dirks, Kurt T. & Kim, Peter H. & Ferrin, Donald L. & Cooper, Cecily D., 2011. "Understanding the effects of substantive responses on trust following a transgression," Organizational Behavior and Human Decision Processes, Elsevier, vol. 114(2), pages 87-103, March.
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    Cited by:
    1. Keck, Steffen, 2014. "Group reactions to dishonesty," Organizational Behavior and Human Decision Processes, Elsevier, vol. 124(1), pages 1-10.

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