Title

Repairing Trust with Individuals Versus Groups: Is There a Mob Mentality?

Publication Type

Journal Article

Publication Date

2012

Abstract

This study incorporates insights from research on group decision-making and trust repair to investigate the differences that arise when alleged transgressors attempt to regain the trust of groups as compared to individuals. Results indicate that repairing trust is generally more difficult with groups than individuals, and both groups and individuals were less trusting when trustees denied culpability (rather than apologized) for a competence-based violation or apologized (rather than denied culpability) for an integrity-based violation. However, the interaction of violation-type and violation-response also ultimately affected the relative difficulty of repairing trust with groups vs. individuals, with the greater harshness of groups dissipating when the transgressors’ responses were effectively matched with the type of violation. Persuasive argumentation rather than normative pressure, furthermore, mediated these differences. Thus, the sequencing of individual vs. group assessments mattered, such that subsequent group assessments affected initial individual assessments but not the reverse. --------------------------------------------------------------------------------

Keywords

Trust, Trust repair, Competence, Integrity, Apology, Denial, Group

Discipline

Organizational Behavior and Theory

Research Areas

Organisational Behaviour and Human Resources

Publication

Organizational Behavior and Human Decision Processes

Volume

120

Issue

1

First Page

1

Last Page

14

ISSN

0749-5978

Identifier

10.1016/j.obhdp.2012.08.004

Publisher

Elsevier