Follower reactions to leader trust violations: A grounded theory of violation types, likelihood of recovery, and recovery process

•Business leaders violate followers’ trust in different ways.•The leader-follower relationship can recover from some types of violations but not others.•We identify specific categories of recoverable and irrecoverable trust violations.•The trust repair process is initiated by the leader.•Trust repair requires clearing the air and creating tangible expectations.

This paper explores how trust is violated and restored in the leader–follower relationship by analyzing rich stories in everyday trust violation situations. The results suggest a dichotomy of how violations affect trust and its propensity for repair. Recoverable violations are common occurrences from which trust can be recovered, although repeated instances of this type can destroy trust beyond recovery. The process of recovery involves leaders first openly discussing the violation(s) and then providing plans to avoid future violations. Conversely, irrecoverable trust violations destroy trust to such a degree that it cannot be restored and followers withdraw from the relationship. The study advances our understanding of trust violations by showing that recoverable violations include violations based on integrity, competence, and benevolence. Additionally, the typology of trust violations in these unique relationships promotes further investigation.