کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
888975 913589 2006 19 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Promises and lies: Restoring violated trust
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
Promises and lies: Restoring violated trust
چکیده انگلیسی

Trust is critical for organizations, effective management, and efficient negotiations, yet trust violations are common. Prior work has often assumed trust to be fragile—easily broken and difficult to repair. We investigate this proposition in a laboratory study and find that trust harmed by untrustworthy behavior can be effectively restored when individuals observe a consistent series of trustworthy actions. Trust harmed by the same untrustworthy actions and deception, however, never fully recovers—even when deceived participants receive a promise, an apology, and observe a consistent series of trustworthy actions. We also find that a promise to change behavior can significantly speed the trust recovery process, but prior deception harms the effectiveness of a promise in accelerating trust recovery.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Organizational Behavior and Human Decision Processes - Volume 101, Issue 1, September 2006, Pages 1–19
نویسندگان
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