When Talk Is Not Cheap: Substantive Penance and Expressions of Intent in Rebuilding Cooperation

By W. Bottom, bullet Kevin Gibson, S. Daniels, bullet J Keith Murnighan, John M. Olin. Organ. Sci., 2002

415 citations recorded by the source corpus.

Subfields: Safety Research, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/f6553f1a5660526d80e162aa3ed21a6864828740

How researchers see this paper

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

In Safety Research

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Creating a High-Trust Organization: An Exploration into Organizational Policies that Stimulate Interpersonal Trust Building (2008, background): “© Blackwell Publishing Ltd 2008 Several trust researchers have shown or argued that relational signals play a crucial role in interpersonal trust building (Bacharach and Gambetta, 2001; Bottom et al., 2002; Hardin, 2002; Kramer, 1999; Pillutla et al., 2003; Weber et al., 2005).”
A Burden of Responsibility: The Role of Social Approval at the Onset of a Crisis (2014, background): “Scholars have long recognized that evaluators display reluctance to revise already formed judgments and attributions (e.g., Bottom et al., 2002; Nickerson, 1998; TrautMattausch, Schulz-Hardt, Greitemeyer, & Frey, 2004; Tversky & Kahneman, 1974).”
When Humanizing Brands Goes Wrong: The Detrimental Effect of Brand Anthropomorphization amid Product Wrongdoings (2013, background): “Prior research has established that substantive amends (e.g., monetary reward) that complement a promise to avoid future wrongdoings provide a stronger indication of an intent to prevent future violations (Bottom et al. 2002).”
Trust Repair After An Organization-Level Failure (2009, background): “However, such “cheap talk” is rarely sufficient (Bottom et al., 2002), and dishonest tactics can backfire (Kim et al., 2004; Schlenker, Pontari, & Christopher, 2001).”
Co-creating Relationship Repair (2015, background): “The change in the nature of the relationship following a transgression typically involves a breakdown of trust (Elsbach, 1994), a decrease in cooperation between parties (Bottom et al., 2002), and the experience of negative affect, particularly on the part of the violated party toward whom the trans”
Repairing trust with individuals vs. groups (2013, background): “…Hershey, & Bradlow, 2006), denials (Kim, Ferrin, Cooper, & Dirks, 2004), and substantive acts such as penance, regulation, and reparation (Bottom et al., 2002, Desmet et al., 2011, Dirks et al., 2011, Lount et al., 2008), although the efficacy of these strategies often depends on…”