Silence Speaks Volumes: The Effectiveness of Reticence in Comparison to Apology and Denial for Repairing Integrity- and Competence-Based Trust Violations

• Main Authors: FERRIN, Donald L., KIM, Peter H., COOPER, Cecily D., DIRKS, Kurt T.
• 格式: text
• 語言: English
• 出版: Institutional Knowledge at Singapore Management University 2007
• 主題: trust repair; reticence; attributions; information diagnosticity; belief formation; apology; denial; Human Resources Management; Organizational Behavior and Theory; Social Psychology and Interaction
• 在線閱讀: https://ink.library.smu.edu.sg/lkcsb_research/2526; https://ink.library.smu.edu.sg/context/lkcsb_research/article/3525/viewcontent/SilenceSpeaksVolumes_2007.pdf

Prior research on responses to trust violations has focused primarily on the effects of apology and denial. The authors extended this research by studying another type of verbal response that is often used to respond to trust violations but has not been considered in the trust literature: reticence....