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Repairing trust with individuals vs. groups

Author

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

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.

Suggested Citation

  • 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.
  • Handle: RePEc:eee:jobhdp:v:120:y:2013:i:1:p:1-14
    DOI: 10.1016/j.obhdp.2012.08.004
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    References listed on IDEAS

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    6. Alyson Byrne & Julian Barling & Kathryne Dupré, 2014. "Leader Apologies and Employee and Leader Well-Being," Journal of Business Ethics, Springer, vol. 121(1), pages 91-106, April.
    7. Zhao, Haichuan & Jiang, Lan & Su, Chenting, 2020. "To Defend or Not to Defend? How Responses to Negative Customer Review Affect Prospective customers' Distrust and Purchase Intention," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 45-64.
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    9. Gen Li & Xixiang Sun, 2022. "The Impact of Green Brand Crises on Green Brand Trust: An Empirical Study," Sustainability, MDPI, vol. 14(2), pages 1-19, January.
    10. Keck, Steffen, 2014. "Group reactions to dishonesty," Organizational Behavior and Human Decision Processes, Elsevier, vol. 124(1), pages 1-10.

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