Promises and Lies: Restoring Violated Trust
40 Pages Posted: 5 Apr 2004
Date Written: March 2004
Abstract
Trust is critical for effective management, yet trust violations in organizations are common. Prior work has often assumed trust to be fragile - easily broken and difficult to repair. We investigate this proposition and find that trust harmed by untrustworthy behavior can be effectively restored. Trust harmed by the same untrustworthy actions and deception, however, never fully recovers - even when deceived participants receive a promise, an apology, and a series of trustworthy actions.
Keywords: Trust, deception, trust recovery
Suggested Citation: Suggested Citation
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