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Heads Will Roll! Routes To Effective Trust Repair In The Aftermath Of A Ceo Transgression, Donald L. Ferrin, Cecily D. Cooper, Kurt T. Dirks, Peter H. Kim
Heads Will Roll! Routes To Effective Trust Repair In The Aftermath Of A Ceo Transgression, Donald L. Ferrin, Cecily D. Cooper, Kurt T. Dirks, Peter H. Kim
Research Collection Lee Kong Chian School Of Business
CEO transgressions are a common storyline in today's business press. Such incidents result in the need to repair trust for both the CEO and the organisation that the CEO leads. Existing empirical research on trust repair has focused primarily on interpersonal trust, resulting in a body of knowledge that provides many insights to the errant CEO but few insights for those who aim to repair trust in the organisation. Since organisations also need to regain the trust of stakeholders after a CEO transgression, research on organisational trust repair is clearly warranted. Organisations have options for trust repair that are not …
Repairing Trust With Individuals Vs. Groups, Peter H. Kim, Cecily D. Cooper, Kurt T. Dirks, Donald L. Ferrin
Repairing Trust With Individuals Vs. Groups, Peter H. Kim, Cecily D. Cooper, Kurt T. Dirks, Donald L. Ferrin
Research Collection Lee Kong Chian School Of Business
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 …
Silence Speaks Volumes: The Effectiveness Of Reticence In Comparison To Apology And Denial For Repairing Integrity- And Competence-Based Trust Violations, Donald L. Ferrin, Peter H. Kim, Cecily D. Cooper, Kurt T. Dirks
Silence Speaks Volumes: The Effectiveness Of Reticence In Comparison To Apology And Denial For Repairing Integrity- And Competence-Based Trust Violations, Donald L. Ferrin, Peter H. Kim, Cecily D. Cooper, Kurt T. Dirks
Research Collection Lee Kong Chian School Of Business
Prior research on responses to trust violations has focused primarily on the effects of apology and denial. The authors extended this research by studying another type of verbal response that is often used to respond to trust violations but has not been considered in the trust literature: reticence. An accused party may use reticence in a sincere and even legitimate attempt to persuade a trustor to withhold judgment. Yet, by considering information diagnosticity and belief formation mechanisms through which verbal responses influence trust, the authors argue that reticence is a suboptimal response because it combines the least effective elements of …
Removing The Shadow Of Suspicion: The Effects Of Apology Versus Denial For Repairing Competence- Versus Integrity-Based Trust Violations, Peter H. Kim, Donald L. Ferrin, Cecily D. Cooper, Kurt T. Dirks
Removing The Shadow Of Suspicion: The Effects Of Apology Versus Denial For Repairing Competence- Versus Integrity-Based Trust Violations, Peter H. Kim, Donald L. Ferrin, Cecily D. Cooper, Kurt T. Dirks
Research Collection Lee Kong Chian School Of Business
Two studies were conducted to examine the implications of an apology versus a denial for repairing trust after an alleged violation. Results reveal that trust was repaired more successfully when mistrusted parties (a) apologized for violations concerning matters of competence but denied culpability for violations concerning matters of integrity, and (b) had apologized for violations when there was subsequent evidence of guilt but had denied culpability for violations when there was subsequent evidence of innocence. Supplementary analyses also revealed that the interactive effects of violation type and violation response on participants' trusting intentions were mediated by their trusting beliefs. Combined, …