How to Repair Trust When a Firm Encounters Trust Violations: The Moderating Influence of Apology Type and Temporal Distance

초록

Trust is a highly fragile aspect of relationships, and once it is damaged, the question of how to restore it becomes crucial. Three studies were conducted to investigate the effects of narrative and non-narrative apologies, self-determination, and temporal distance on restoring trust following a trust violation based on internal and external attributions. First, the results revealed that non-narrative and narrative apologies were more effective at restoring trust when the trust violation involved external and internal attributions. Second, this study found that self-determination played a mediating role in the connection between trust violation and trust restoration. Third, the findings provided evidence in support of the moderating effect of temporal distance on the restoration of trust following a violation. Specifically, the effect of repairing externally and internally attributed trust violations was more pronounced when the temporal distance was shorter and greater, respectively.

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