Understanding the effects of substantive responses on trust following a transgression |
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Authors: | Kurt T. Dirks Peter H. Kim Donald L. Ferrin Cecily D. Cooper |
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Affiliation: | a Washington University in St. Louis, John M. Olin School of Business, One Brookings Drive, St. Louis, MO 63130, United States;b University of Southern California, Dept. of Management and Organization, Bridge Hall 307F, Los Angeles, CA 90089-1421, United States;c Singapore Management University, Lee Kong Chian School of Business, 50 Stamford Road, Singapore 178899, Singapore;d University of Miami, Department of Management, 417 Jenkins Building, Coral Gables, FL 33124, United States |
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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. |
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Keywords: | Trust Leadership Repentance |
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