Trust Maintenance and Trust Repair
ABSTRACT
As an important social capital, construction and development of initial trust have been paid much attention. Trust violation, as a significant phenomenon, also begins to absorb many concerns. Studies of trust repair started late, and focused on sociology for analyzing trust crises during the social transition period in China, but seldom cared about individual and organizational levels. This paper, based on perspective of psychology, summarizes the definition, theoretical foundation and integrative model of trust, and discusses the trust violation, repair processes, repair strategies, the attribution model and dynamic bilateral model of trust repair, providing convenience for research in the individual or organizational level of trust repair.
As an important social capital, construction and development of initial trust have been paid much attention. Trust violation, as a significant phenomenon, also begins to absorb many concerns. Studies of trust repair started late, and focused on sociology for analyzing trust crises during the social transition period in China, but seldom cared about individual and organizational levels. This paper, based on perspective of psychology, summarizes the definition, theoretical foundation and integrative model of trust, and discusses the trust violation, repair processes, repair strategies, the attribution model and dynamic bilateral model of trust repair, providing convenience for research in the individual or organizational level of trust repair.
Cite this paper
Dai, L. & Wu, Y. (2015). Trust Maintenance and Trust Repair. Psychology, 6, 767-772. doi: 10.4236/psych.2015.66075.
Dai, L. & Wu, Y. (2015). Trust Maintenance and Trust Repair. Psychology, 6, 767-772. doi: 10.4236/psych.2015.66075.
References
[1] Carlisle, R., Tsang, J., Ahmad, N. et al. (2012). Do Actions Speak Louder than Words? Different Effects of Apology and Restitution on Behavioral and Self-Report Measures of Forgiveness. The Journal of Positive Psychology, 7, 294-305.
http://dx.doi.org/10.1080/17439760.2012.690444 [2] Haselhuhn, M., Schweitzer, M., & Wood, A. (2010). How Implicit Beliefs Influence Trust Recovery. Psychological Science, 21, 645-648.
http://dx.doi.org/10.1177/0956797610367752 [3] Kim, P. H., Dirks, K. T., & Cooper, C. D. (2009). The Repair of Trust: A Dynamic Bilateral Perspective and Multilevel Conceptualization. Academy of Management Review, 34, 401-422.
http://dx.doi.org/10.5465/AMR.2009.40631887 [4] Kim, P. H., Ferrin, D. L., Cooper, C. D., & Dirks, K. T. (2004). Removing the Shadow of Suspicion: The Effects of Apology versus Denial for Repairing Competenceversus Integrity-Based Trust Violations. Journal of Applied Psychology, 89, 104-118.
http://dx.doi.org/10.1037/0021-9010.89.1.104 [5] Lewis, J. D. and Weigert, A. (1985). Trust as a Social Reality. Social Forces, 63, 967-985.
http://dx.doi.org/10.1093/sf/63.4.967 [6] McAllister, D. J. (1995). Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations. Academy of Management Journal, 38, 24-59.
http://dx.doi.org/10.2307/256727 [7] Roger, C., Davis, M. F., & Schoorman (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20, 709-734. [8] Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An Integrative Model of Organizational Trust: Past, Present and Future. Academy of Management Review, 32, 344-354.
http://dx.doi.org/10.5465/AMR.2007.24348410 [9] Schweitzer, M., Hershey, J., & Bradlow, E. (2006). Promies and Lies: Restoring Violated Trust. Organizational Behavior and Human Decision Process, 101, 1-19.
http://dx.doi.org/10.1016/j.obhdp.2006.05.005 [10] Tomlinson, E. C. and Mayer, R. C. (2009). The Role of Causal Attribution Dimensions in Trust Repair. Academy of Management Review, 34, 85-104. [11] Weiner, B. (1986). An Attributional Model of Motivation and Emotion. New York: Springer-Verlag.
http://dx.doi.org/10.1007/978-1-4612-4948-1.
[1] Carlisle, R., Tsang, J., Ahmad, N. et al. (2012). Do Actions Speak Louder than Words? Different Effects of Apology and Restitution on Behavioral and Self-Report Measures of Forgiveness. The Journal of Positive Psychology, 7, 294-305.
http://dx.doi.org/10.1080/17439760.2012.690444 [2] Haselhuhn, M., Schweitzer, M., & Wood, A. (2010). How Implicit Beliefs Influence Trust Recovery. Psychological Science, 21, 645-648.
http://dx.doi.org/10.1177/0956797610367752 [3] Kim, P. H., Dirks, K. T., & Cooper, C. D. (2009). The Repair of Trust: A Dynamic Bilateral Perspective and Multilevel Conceptualization. Academy of Management Review, 34, 401-422.
http://dx.doi.org/10.5465/AMR.2009.40631887 [4] Kim, P. H., Ferrin, D. L., Cooper, C. D., & Dirks, K. T. (2004). Removing the Shadow of Suspicion: The Effects of Apology versus Denial for Repairing Competenceversus Integrity-Based Trust Violations. Journal of Applied Psychology, 89, 104-118.
http://dx.doi.org/10.1037/0021-9010.89.1.104 [5] Lewis, J. D. and Weigert, A. (1985). Trust as a Social Reality. Social Forces, 63, 967-985.
http://dx.doi.org/10.1093/sf/63.4.967 [6] McAllister, D. J. (1995). Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations. Academy of Management Journal, 38, 24-59.
http://dx.doi.org/10.2307/256727 [7] Roger, C., Davis, M. F., & Schoorman (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20, 709-734. [8] Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An Integrative Model of Organizational Trust: Past, Present and Future. Academy of Management Review, 32, 344-354.
http://dx.doi.org/10.5465/AMR.2007.24348410 [9] Schweitzer, M., Hershey, J., & Bradlow, E. (2006). Promies and Lies: Restoring Violated Trust. Organizational Behavior and Human Decision Process, 101, 1-19.
http://dx.doi.org/10.1016/j.obhdp.2006.05.005 [10] Tomlinson, E. C. and Mayer, R. C. (2009). The Role of Causal Attribution Dimensions in Trust Repair. Academy of Management Review, 34, 85-104. [11] Weiner, B. (1986). An Attributional Model of Motivation and Emotion. New York: Springer-Verlag.
http://dx.doi.org/10.1007/978-1-4612-4948-1.