Removing the Shadow of Suspicion: The Effects of Apology Versus Denial for Repairing Competence- Versus Integrity-Based Trust Violations

Two studies were conducted to examine the implications of an apology versus a denial for repairing trust after an alleged violation. Results reveal that trust was repaired more successfully when mistrusted parties (a) apologized for violations concerning matters of competence but denied culpability...

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Bibliographic Details
Published in:Journal of applied psychology 2004-02, Vol.89 (1), p.104-118
Main Authors: Kim, Peter H, Ferrin, Donald L, Cooper, Cecily D, Dirks, Kurt T
Format: Article
Language:English
Subjects:
Adult
Apologies
Apology
Applied psychology
Behavior
Biological and medical sciences
Competence
Denial
Denial (Psychology)
Female
Fundamental and applied biological sciences. Psychology
Guilt
Human
Humans
Integrity
Job Applicants
Male
Mathematical models
Occupational psychology
Organization
Organization and management. Professional relation
Organization theory
Organizational research
Pilot Projects
Professional Competence
Psychological contracts
Psychology
Psychology. Psychoanalysis. Psychiatry
Psychology. Psychophysiology
Social Perception
Social Responsibility
Statistical analysis
Studies
Suspicion
Trust
Trust (Social Behavior)
Videotape Recording
Violations
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Summary:Two studies were conducted to examine the implications of an apology versus a denial for repairing trust after an alleged violation. Results reveal that trust was repaired more successfully when mistrusted parties (a) apologized for violations concerning matters of competence but denied culpability for violations concerning matters of integrity, and (b) had apologized for violations when there was subsequent evidence of guilt but had denied culpability for violations when there was subsequent evidence of innocence. Supplementary analyses also revealed that the interactive effects of violation type and violation response on participants' trusting intentions were mediated by their trusting beliefs. Combined, these findings provide needed insight and supporting evidence concerning how trust might be repaired in the aftermath of a violation.
ISSN:0021-9010
1939-1854
DOI:10.1037/0021-9010.89.1.104