The Repair of Trust: A Dynamic Bi-Lateral Perspective and Multi-Level Conceptualization
Academy of Management Review, Vol. 34, No. 3
Posted: 12 Jul 2006 Last revised: 27 Nov 2008
Date Written: 2009
Abstract
This paper investigates the repair of trust by examining the cognitive and interpersonal processes through which people resolve differences in their interpersonal beliefs. It begins by discussing the phenomenon of trust, the ease with which trust can be violated, and the challenge of trust repair. It then draws on numerous literatures to develop a multi-level conceptualization of how trust repair may be pursued. Finally, it integrates these insights to identify three overarching implications for research.
Keywords: Trust, trust repair, apology, denial, competence, integrity, guilt, innocence
Suggested Citation: Suggested Citation