Understanding the effects of substantive responses on trust following a transgression

By Kurt T. Dirks, Peter H. Kim, Donald L. Ferrin, Cecily D. Cooper. 2011

197 citations recorded by the source corpus.

Subfields: Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/9ba1678243fffd068a5fab5c4130f606967117e6

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Revisiting the Foundations of Organizational Distrust (2017, unknown): “For instance, regulatory and control systems, contracts, monitoring systems and sanctions, punishment of the transgressor, and hostage posting processes have been investigated by scholars to examine how they work to remedy a relationship (Bottom et al., 2002; Dirks et al., 2011; Lumineau, 2017; Naka”
When Humanizing Brands Goes Wrong: The Detrimental Effect of Brand Anthropomorphization amid Product Wrongdoings (2013, background): “When Humanizing Brands Goes Wrong / 99 Dirks, Kurt T., Peter H. Kim, Donald L. Ferrin, and Cecily D. Cooper (2011), “Understanding the Effects of Substantive Responses on Trust Following a Transgression,” Organizational Behavior and Human Decision Processes, 114 (2), 87–103.”
Repairing trust with individuals vs. groups (2013, background): “…concerns regarding whether initial levels of trust existed and had been subsequently violated, as prior studies that have used this methodology (Dirks et al., 2011, Ferrin et al., 2007, Kim et al., 2004) have offered clear evidence that initial trust levels were dramatically lowered by…”
From ‘automation’ to ‘autonomy’: the importance of trust repair in human–machine interaction (2018, background): “…most eff ective for repairing trust and have addressed both sides of the interaction: on the role of apologies from the transgres-sor’s perspective (Dirks et al. 2011; Kim et al. 2004, 2006; Schweitzer, Hershey, and Bradlow 2006) and on the factors that stimulate forgiveness from the victim’s…”