Bagdasarov Zhanna, Connelly Shane, Johnson James F
Department of Management, California State University, Fresno, Fresno, CA, United States.
Department of Psychology, The University of Oklahoma, Norman, OK, United States.
Front Psychol. 2019 Jan 22;10:19. doi: 10.3389/fpsyg.2019.00019. eCollection 2019.
Prior research on trust repair has focused primarily on investigating verbal responses to breaches of trust. Although consistently implicated in violations, the role of affect in the repair process has been mostly ignored. Using a scenario-based paradigm, we conducted an experimental study to examine the value of mistrusted party's empathy, specific responses to an integrity-based violation (apology vs. denial), and nature of consequences (personal vs. organizational), as well as their interactive effects, on trust repair. Consequently, we sought to merge work on verbal responses with affect. Major findings indicated that presence of mistrusted party's empathy functioned to repair trust better than its absence and, when coupled with a denial of culpability, produced markedly increased perceptions of violator's integrity. These findings contribute to our understanding of how leaders influence followers through affect, informing both emotion and trust theory.
先前关于信任修复的研究主要集中在调查对信任违背的言语反应。尽管情感在违规行为中一直都有牵连，但它在修复过程中的作用大多被忽视了。我们采用基于情景的范式进行了一项实验研究，以检验被不信任方的同理心的价值、对基于诚信的违规行为的具体反应（道歉与否认）、后果的性质（个人的与组织的），以及它们对信任修复的交互作用。因此，我们试图将关于言语反应的研究与情感研究结合起来。主要研究结果表明，被不信任方的同理心有助于比缺乏同理心更好地修复信任，并且，当与否认有罪相结合时，会显著提高对违规者诚信的认知。这些发现有助于我们理解领导者如何通过情感影响追随者，为情感理论和信任理论提供了依据。
