Influence of peers' types of trust on trust repair: The role of apologies

Engin Bagis Ozturk, Niels Noorderhaven

Research output: Contribution to journalArticleScientificpeer-review

Abstract

This study aims to answer the question how previous trust experiences contextualize trust repair efforts. The concepts of calculus-based and relational trust are utilized to show the influence of the kind of trust on trust repair tactics, specifically apologies. We focus on a neglected referent of trust, that is trust between peers, and elucidate apology and its complements that might be
effective between peers. We propose that the effectiveness of apologies and its specific complements depend not only on trust breach but also on the type of trust prior to a breach. Specifically, we claim that when apology is complemented
with compensation or external attributions, these tactics repair trust more effectively in calculus-based trust. But, when apology is complemented with empathy, acknowledgment of violated norms, and extensive involvement, these tactics can effectively repair trust in relational trust. The paper aims to contribute to our understanding of apologies and the effectiveness of it under
different conditions.
Original languageEnglish
Pages (from-to)253-265
JournalPsychological Studies
Volume63
Issue number3
DOIs
Publication statusPublished - Sep 2018

Keywords

  • interpersonal trust
  • peer/coworker
  • type of trust
  • trust breach
  • trust repair
  • apology

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