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Understanding the effects of substantive responses on trust following a transgression

Author

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

Abstract

Four experiments were conducted to investigate the implications of 'substantive' responses for the repair of trust following a violation and the cognitive processes that govern how and when they are effective. These studies examined two forms of substantive responses, penance and regulation, that represent different categories of trust repair attempts. The findings from Studies 1-3 suggest that both can be effective to the extent that they elicit the crucial mediating cognition of perceived repentance. Data from Study 2 revealed that trustors saw signals of repentance as more informative when the transgression was due to a lapse of competence than due to a lapse of integrity. Study 4 compared these substantive responses to apologies (a non-substantive response) and revealed that, despite their surface-level differences, they each repaired trust through 'perceived repentance.' The paper offers an integrative framework for understanding the relationships among a range of trustor responses.

Suggested Citation

  • 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.
  • Handle: RePEc:eee:jobhdp:v:114:y:2011:i:2:p:87-103
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    References listed on IDEAS

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    1. Lorenz, Edward, 1999. "Trust, Contract and Economic Cooperation," Cambridge Journal of Economics, Oxford University Press, vol. 23(3), pages 301-315, May.
    2. Joseph Farrell & Matthew Rabin, 1996. "Cheap Talk," Journal of Economic Perspectives, American Economic Association, vol. 10(3), pages 103-118, Summer.
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    6. 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.
    7. 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.
    8. Nakayachi, Kazuya & Watabe, Motoki, 2005. "Restoring trustworthiness after adverse events: The signaling effects of voluntary "Hostage Posting" on trust," Organizational Behavior and Human Decision Processes, Elsevier, vol. 97(1), pages 1-17, May.
    9. Berg Joyce & Dickhaut John & McCabe Kevin, 1995. "Trust, Reciprocity, and Social History," Games and Economic Behavior, Elsevier, vol. 10(1), pages 122-142, July.
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    Cited by:

    1. repec:eee:spomar:v:20:y:2017:i:3:p:261-272 is not listed on IDEAS
    2. Lei, Vivian & Masclet, David & Vesely, Filip, 2014. "Competition vs. communication: An experimental study on restoring trust," Journal of Economic Behavior & Organization, Elsevier, vol. 108(C), pages 94-107.
    3. Kim, Peter H. & Cooper, Cecily D. & Dirks, Kurt T. & Ferrin, Donald L., 2013. "Repairing trust with individuals vs. groups," Organizational Behavior and Human Decision Processes, Elsevier, vol. 120(1), pages 1-14.
    4. repec:eee:aumajo:v:26:y:2018:i:1:p:10-16 is not listed on IDEAS

    More about this item

    Keywords

    Trust Leadership Repentance;

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