Promises and lies: Restoring violated trust

@article{citeulike:882532, abstract = {Trust is critical for organizations, effective management, and efficient negotiations, yet trust violations are common. Prior work has often assumed trust to be fragile--easily broken and difficult to repair. We investigate this proposition in a laboratory study and find that trust harmed by untrustworthy behavior can be effectively restored when individuals observe a consistent series of trustworthy actions. Trust harmed by the same untrustworthy actions and deception, however, never fully recovers--even when deceived participants receive a promise, an apology, and observe a consistent series of trustworthy actions. We also find that a promise to change behavior can significantly speed the trust recovery process, but prior deception harms the effectiveness of a promise in accelerating trust recovery.}, author = {Schweitzer, Maurice E. and Hershey, John C. and Bradlow, Eric T. }, citeulike-article-id = {882532}, doi = {http://dx.doi.org/10.1016/j.obhdp.2006.05.005}, journal = {Organizational Behavior and Human Decision Processes}, keywords = {folk\_epistemology, trust}, month = {September}, number = {1}, pages = {1--19}, posted-at = {2006-10-03 11:10:19}, priority = {3}, title = {Promises and lies: Restoring violated trust}, url = {http://dx.doi.org/10.1016/j.obhdp.2006.05.005}, volume = {101}, year = {2006} }

TY - JOUR ID - citeulike:882532 L3 - citeulike-article-id:882532 TI - Promises and lies: Restoring violated trust JF - Organizational Behavior and Human Decision Processes VL - 101 IS - 1 SP - 1 EP - 19 N2 - Trust is critical for organizations, effective management, and efficient negotiations, yet trust violations are common. Prior work has often assumed trust to be fragile--easily broken and difficult to repair. We investigate this proposition in a laboratory study and find that trust harmed by untrustworthy behavior can be effectively restored when individuals observe a consistent series of trustworthy actions. Trust harmed by the same untrustworthy actions and deception, however, never fully recovers--even when deceived participants receive a promise, an apology, and observe a consistent series of trustworthy actions. We also find that a promise to change behavior can significantly speed the trust recovery process, but prior deception harms the effectiveness of a promise in accelerating trust recovery. KW - folk_epistemology KW - trust AU - Schweitzer, Maurice AU - Hershey, John AU - Bradlow, Eric PY - 2006/09// UR - http://dx.doi.org/10.1016/j.obhdp.2006.05.005 ER -