Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation
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 v...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Frontiers Media S.A.
2022-04-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.884867/full |
| _version_ | 1828403388096708608 |
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| author | Shuhong Gao Jinzhe Yan |
| author_facet | Shuhong Gao Jinzhe Yan |
| author_sort | Shuhong Gao |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-10T10:18:16Z |
| format | Article |
| id | doaj.art-5d7b7e595b024d54b96872bd1763d901 |
| institution | Directory Open Access Journal |
| issn | 1664-1078 |
| language | English |
| last_indexed | 2024-12-10T10:18:16Z |
| publishDate | 2022-04-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj.art-5d7b7e595b024d54b96872bd1763d9012022-12-22T01:52:57ZengFrontiers Media S.A.Frontiers in Psychology1664-10782022-04-011310.3389/fpsyg.2022.884867884867Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust ViolationShuhong Gao0Jinzhe Yan1School of International Education, Changzhou Vocational Institute of Mechatronic Technology, Changzhou, ChinaSchool of Business, Gachon University, Seongnam-si, South KoreaThis 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.https://www.frontiersin.org/articles/10.3389/fpsyg.2022.884867/fullverbal apologywritten apologytrust repaircompetence-based trust violationintegrity-based trust violation |
| spellingShingle | Shuhong Gao Jinzhe Yan Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation Frontiers in Psychology verbal apology written apology trust repair competence-based trust violation integrity-based trust violation |
| title | Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation |
| title_full | Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation |
| title_fullStr | Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation |
| title_full_unstemmed | Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation |
| title_short | Verbal or Written? The Impact of Apology on the Repair of Trust: Based on Competence- vs. Integrity-Based Trust Violation |
| title_sort | verbal or written the impact of apology on the repair of trust based on competence vs integrity based trust violation |
| topic | verbal apology written apology trust repair competence-based trust violation integrity-based trust violation |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.884867/full |
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