کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
888750 913567 2011 17 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Understanding the effects of substantive responses on trust following a transgression
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
Understanding the effects of substantive responses on trust following a transgression
چکیده انگلیسی

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.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Organizational Behavior and Human Decision Processes - Volume 114, Issue 2, March 2011, Pages 87–103
نویسندگان
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