Cargando…

Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation

This study examined the effect of verbal and written apologies on trust repair based on competence and integrity after a trust violation. Through three experiments, the empirical results showed that the written apology was more effective than verbal ones a restoring trust for integrity-based trust v...

Descripción completa

Detalles Bibliográficos
Autores principales: Gao, Shuhong, Yan, Jinzhe
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9083358/
https://www.ncbi.nlm.nih.gov/pubmed/35548542
http://dx.doi.org/10.3389/fpsyg.2022.884867
_version_ 1784703404122046464
author Gao, Shuhong
Yan, Jinzhe
author_facet Gao, Shuhong
Yan, Jinzhe
author_sort Gao, Shuhong
collection PubMed
description This study examined the effect of verbal and written apologies on trust repair based on competence and integrity after a trust violation. Through three experiments, the empirical results showed that the written apology was more effective than verbal ones a restoring trust for integrity-based trust violations. However, the verbal apology was more effective against competency-based trust violations than a written one. Moreover, the results also showed that perceived trustworthiness played a mediating role between trust violation and trust repair, while positive emotions played a moderating role. Finally, this study provided a general discussion, implications, and suggestions for future research.
format Online
Article
Text
id pubmed-9083358
institution National Center for Biotechnology Information
language English
publishDate 2022
publisher Frontiers Media S.A.
record_format MEDLINE/PubMed
spelling pubmed-90833582022-05-10 Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation Gao, Shuhong Yan, Jinzhe Front Psychol Psychology This study examined the effect of verbal and written apologies on trust repair based on competence and integrity after a trust violation. Through three experiments, the empirical results showed that the written apology was more effective than verbal ones a restoring trust for integrity-based trust violations. However, the verbal apology was more effective against competency-based trust violations than a written one. Moreover, the results also showed that perceived trustworthiness played a mediating role between trust violation and trust repair, while positive emotions played a moderating role. Finally, this study provided a general discussion, implications, and suggestions for future research. Frontiers Media S.A. 2022-04-25 /pmc/articles/PMC9083358/ /pubmed/35548542 http://dx.doi.org/10.3389/fpsyg.2022.884867 Text en Copyright © 2022 Gao and Yan. https://creativecommons.org/licenses/by/4.0/This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
spellingShingle Psychology
Gao, Shuhong
Yan, Jinzhe
Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
title Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
title_full Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
title_fullStr Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
title_full_unstemmed Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
title_short Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
title_sort verbal or written? the impact of apology on the repair of trust: based on competence- vs. integrity-based trust violation
topic Psychology
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9083358/
https://www.ncbi.nlm.nih.gov/pubmed/35548542
http://dx.doi.org/10.3389/fpsyg.2022.884867
work_keys_str_mv AT gaoshuhong verbalorwrittentheimpactofapologyontherepairoftrustbasedoncompetencevsintegritybasedtrustviolation
AT yanjinzhe verbalorwrittentheimpactofapologyontherepairoftrustbasedoncompetencevsintegritybasedtrustviolation