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

See all articles by Peter H. Kim

Peter H. Kim

University of Southern California - Marshall School of Business

Kurt Dirks

Washington University in St. Louis - John M. Olin Business School

Cecily D Cooper

University of Miami School of Business

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

Kim, Peter H. and Dirks, Kurt and Cooper, Cecily D, The Repair of Trust: A Dynamic Bi-Lateral Perspective and Multi-Level Conceptualization (2009). Academy of Management Review, Vol. 34, No. 3, Available at SSRN: https://ssrn.com/abstract=913760

Peter H. Kim (Contact Author)

University of Southern California - Marshall School of Business ( email )

701 Exposition Blvd
Los Angeles, CA California 90089
United States

Kurt Dirks

Washington University in St. Louis - John M. Olin Business School ( email )

One Brookings Drive
Campus Box 1133
St. Louis, MO 63130-4899
United States

Cecily D Cooper

University of Miami School of Business ( email )

United States
305-284-8585 (Phone)

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