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Moral Salience and the Role of Goodwill in Firm-Stakeholder Trust Repair

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  • Brown, Jill A.
  • Buchholtz, Ann K.
  • Dunn, Paul

Abstract

Re-establishing trust presents a complex challenge for a firm after it commits corporate misconduct. We introduce a new construct, moral salience, which we define as the extent to which the firm’s behavior is morally noticeable to the stakeholder. Moral salience is a function of both the moral intensity of the firm’s behavior and the relational intensity of the firm-stakeholder psychological contract. We apply this moral salience construct to firm misconduct to develop a model of trust repair that is based on goodwill, and moderated by the firm’s stakeholder culture.

Suggested Citation

  • Brown, Jill A. & Buchholtz, Ann K. & Dunn, Paul, 2016. "Moral Salience and the Role of Goodwill in Firm-Stakeholder Trust Repair," Business Ethics Quarterly, Cambridge University Press, vol. 26(2), pages 181-199, April.
    • Handle: RePEc:cup:buetqu:v:26:y:2016:i:02:p:181-199_00
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    Cited by:

    1. Luu Thi Nguyen & Shouming Chen & Ho Kwong Kwan, 2021. "CEO Temporal Focus and Corporate Philanthropy: The Moderating Role of Ownership," SAGE Open, , vol. 11(1), pages 21582440211, March.
    2. Jeffrey S. Harrison & Andrew C. Wicks, 2021. "Harmful Stakeholder Strategies," Journal of Business Ethics, Springer, vol. 169(3), pages 405-419, March.
    3. Siebold, Nicole & Oelrich, Sebastian & Roche, Olivier P., 2023. "“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis," Journal of Business Research, Elsevier, vol. 160(C).
    4. Valor, Carmen & Antonetti, Paolo & Zasuwa, Grzegorz, 2022. "Corporate social irresponsibility and consumer punishment: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 144(C), pages 1218-1233.
    5. Marta Cuesta-González & Julie Froud & Daniel Tischer, 2021. "Coalitions and Public Action in the Reshaping of Corporate Responsibility: The Case of the Retail Banking Industry," Journal of Business Ethics, Springer, vol. 173(3), pages 539-558, October.
    6. Meijui Sun & Ming-Chang Huang, 2022. "Does CSR reputation mitigate the impact of corporate social irresponsibility?," Asian Business & Management, Palgrave Macmillan, vol. 21(2), pages 261-285, April.
    7. Bozic, Branko & Kuppelwieser, Volker G., 2019. "Customer trust recovery: An alternative explanation," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 208-218.
    8. Božič, Branko & Siebert, Sabina & Martin, Graeme, 2020. "A grounded theory study of factors and conditions associated with customer trust recovery in a retailer," Journal of Business Research, Elsevier, vol. 109(C), pages 440-448.
    9. Barkemeyer, Ralf & Faugère, Christophe & Gergaud, Olivier & Preuss, Lutz, 2020. "Media attention to large-scale corporate scandals: Hype and boredom in the age of social media," Journal of Business Research, Elsevier, vol. 109(C), pages 385-398.

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