How Can It Be Made Right Again? A Review of Trust Repair Research

Abstract

We review research on the topic of trust repair, which has proceeded over the past four decades using three different philosophical mechanisms that provide the bases through which trust is restored by multiple repair tactics. We base our definition of trust repair on the view that trust is “a psychological state comprising the intention to accept vulnerability based on the positive expectations of the intentions or behaviors of another.” We define trust repair as any increase in trust above the post-transgression level and complete repair as an increase in trust to the pre-transgression level. We provide an overview of the research designs incorporated in the trust-repair literature and make recommendations and cautions in measuring trust repair. We then summarize the emergence of the different mechanisms behind trust repair, namely, attributional, social equilibrium, and structural mechanisms, and review literature on the related verbal and behavioral repair tactics that can be employed after a transgression. We also provide a review on the process of trust repair, that is, the different stages that unfold to repair trust. We conclude by suggesting that future research should explore trust repair not only from an isolated tactics perspective but also from a broader pathway perspective. Finally, as trust repair occurs over time, future research should also explore the role of differing perceptions of time in the trust-repair process.

Resetting relationship trajectories: A reconceptualization of the relationship repair process

“…The restoration of these norms is an essential part of the relationship repair process (e.g., Dirks et al, 2009). Relationship work enables the restoration of social equilibrium by targeting disrupted interpersonal processes, and striving to return these processes and associated affect to a positive state (Bachmann et al, 2015; Dirks et al, 2009; Murray et al, 2015; Sharma et al, 2023). Narrative sensemaking addresses the negative cognitions that are triggered by relationship threats.…”

“…Narrative sensemaking addresses the negative cognitions that are triggered by relationship threats. To counter negative attributions, partners need to work together to restore a shared understanding of their relationship and the impact of the relationship threat (Bachmann et al, 2015; Dirks et al, 2009; Murray et al, 2015; Olekalns et al, 2020; Sharma et al, 2023). Whether partners can successfully repair their relationships is determined by their ability to restore social equilibrium and re‐interpret the threat in a positive light.…”

“…While these actions may stabilize a relationship, they leave open the question of how partners work together to return their relationship to a positive state and sustain it into the future (Kim et al, 2009). To address this limitation, we integrate insights from the close relationships and emotion regulation literatures to identify the relationship work needed to restore social equilibrium (Dirks et al, 2009; Olekalns et al, 2020; Sharma et al, 2023).…”

“…Restoring social equilibrium – re‐establishing the norms that govern the relationship – is a key part of the relationship repair process (Bachmann et al, 2015; Dirks et al, 2009; Murray et al, 2015; Sharma et al, 2023). Together with trust repair, Dirks et al (2009) identify the restoration of a positive exchange and the reduction of negative affect as critical components of relationship repair.…”

Having the Right Attitude: How Attitude Impacts Trust Repair in Human—Robot Interaction

“…Trust repairs are actions taken by a trustee to restore trust after a perceived or actual violation of trust [26,27,20]. These actions can take various forms but are often realized through short-term verbal repair strategies, such as apologies, denials, explanations, and promises [19,28,22]. Each of these trust repair strategies can be linked to different dimensions of trustworthiness and are supported by distinct overarching theoretical frameworks [13,24,21].…”