Removing the shadow of suspicion: the effects of apology versus denial for repairing competence- versus integrity-based trust violations.

By Peter H. Kim, Donald L. Ferrin, Cecily D. Cooper, Kurt T. Dirks. Journal of Applied Psychology, 2004

1,047 citations recorded by the source corpus.

Subfields: Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a0ba804c7c7e5c4672c694d097ffe750a4100d09

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Citations in the corpus

Understanding the effects of substantive responses on trust following a transgression (2011, methodology): “…apologies are expected to repair trust to the extent that the expression of remorse signals that the trustee acknowledges that his or her behavior was unacceptable and, because of this realization, intends to avoid similar violations in the future (Lewicki & Bunker, 1996; Kim et al., 2004).”
Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions (2006, background): “Reflected in these and other definitions of trust is a cognitive aspect (i.e., trusting beliefs) and a behavioral aspect (i.e., trusting intentions) (Kim et al. 2004; Moorman, Zaltman, and Deshpandé 1992).”
An Exploration of the Structure of Effective Apologies (2016, methodology): “Whereas we based our six key components of effective apologies from Lewicki and Polin’s (2012) analysis of the literature and high-profile public apologies made by businesses and celebrities, there may exist other components warranting investigation. For instance, Schumann (2014) has recently argued”
At What Level (and in Whom) We Trust (2012, background): “The effect of apologies on trust repair also depends on the type of violations, with more success after competence violations than after integrity violations (Kim et al., 2004).”
The paths to social licence to operate: An integrative model explaining community acceptance of mining $ (2014, background): “The first is integrity-based which relates to the trustor's perception that the trustee is adhering to a set of principles (Mayer et al., 1995; Kim et al., 2004).”
Haunted by the Past: Effects of Poor Change Management History on Employee Attitudes and Turnover (2007, background): “…communication practices, such as timely and twoway communication that adequately informs employees about the changes in the organization (Bordia et al., 2004 a, 2004b; Jimmieson et al., 2004; Reichers et al., 1997) and acknowledgment, apology, and rectification of past mistakes (Kim et al., 2004).”
When Humanizing Brands Goes Wrong: The Detrimental Effect of Brand Anthropomorphization amid Product Wrongdoings (2013, background): “An apology response reflects a strategy in which a firm accepts responsibility and expresses remorse; this involves a statement that ensures the prevention of a future wrongdoing (Kim et al. 2004).”