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

Frontiers in Psychology 13 (2022)
  Copy   BIBTEX

Abstract

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.

Links

PhilArchive



    Upload a copy of this work     Papers currently archived: 94,726

External links

Setup an account with your affiliations in order to access resources via your University's proxy server

Through your library

Similar books and articles

Simple Games of Information Transmission.Bernd Lahno - 2012 - Analyse & Kritik 34 (2):315-338.

Analytics

Added to PP
2022-04-27

Downloads
11 (#1,176,043)

6 months
6 (#736,944)

Historical graph of downloads
How can I increase my downloads?