Repairing Broken Trust Between Leaders and Followers: How Violation Characteristics Temper Apologies

Grover, Steven L.; Abid‐Dupont, Marie‐Aude; Manville, Caroline; Hasel, Markus C.

doi:10.1007/s10551-017-3509-3

Cited by 23 publications

(28 citation statements)

References 81 publications

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“…The latter phase is of particular interest. While human forgiveness has been studied in different conditions (see, for example, Grover et al, 2019), the investigation of how relational failures may affect trust restoration in a relationship with a robot is still unexplored.…”

Section: Introductionmentioning

confidence: 99%

Shall I Trust You? From Child–Robot Interaction to Trusting Relationships

et al. 2020

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Studying trust in the context of human-robot interaction is of great importance given the increasing relevance and presence of robotic agents in the social sphere, including educational and clinical. We investigated the acquisition, loss, and restoration of trust when preschool and school-age children played with either a human or a humanoid robot in vivo. The relationship between trust and the representation of the quality of attachment relationships, Theory of Mind, and executive function skills was also investigated. Additionally, to outline children's beliefs about the mental competencies of the robot, we further evaluated the attribution of mental states to the interactive agent. In general, no substantial differences were found in children's trust in the play partner as a function of agency (human or robot). Nevertheless, 3-year-olds showed a trend toward trusting the human more than the robot, as opposed to 7-year-olds, who displayed the reverse pattern. These findings align with results showing that, for 3-and 7-yearolds, the cognitive ability to switch was significantly associated with trust restoration in the human and the robot, respectively. Additionally, supporting previous findings, we found a dichotomy between attributions of mental states to the human and robot and children's behavior: while attributing to the robot significantly lower mental states than the human, in the Trusting Game, children behaved in a similar way when they related to the human and the robot. Altogether, the results of this study highlight that similar psychological mechanisms are at play when children are to establish a novel trustful relationship with a human and robot partner. Furthermore, the findings shed light on the interplay-during development-between children's quality of attachment relationships and the development of a Theory of Mind, which act differently on trust dynamics as a function of the children's age as well as the interactive partner's nature (human vs. robot).

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Section: Introductionmentioning

confidence: 99%

Shall I Trust You? From Child–Robot Interaction to Trusting Relationships

et al. 2020

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“…Severe integrity violations were categorized under irrecoverable trust violations. More recently, Grover et al (2017) further indicated that severity of a violation carries much weight when it comes to restoring trust in leader–follower relationships. Ultimately, as Krylova et al (2017) recently stated in their review of literature on the subject, “…not all integrity-based transgressions are created equal” (p. 199), so considerations of severity, intentionality, and methods of delivery of responses all matter.…”

Section: Discussionmentioning

confidence: 99%

Denial and Empathy: Partners in Employee Trust Repair?

2019

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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.

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“…In addition to being just a verbal expression of remorse, Grover et al (2019) observe that higher-quality apologies involve empathy, acceptance of responsibility and compensation in the form of penance (Fehr, et al,2010). In their conceptual model of leader-follower reconciliation, Andiappan and Treviño (2011) identified sincere apology as a repair effort that leads to forgiveness.…”

Section: Relationship Repair Strategiesmentioning

confidence: 99%

“…There are seven studies examining leader ethics-based transgressions (mainly dishonesty), a relationship repair strategy (apology) and outcomes together (i.e., Bagdasarov, Connelly, & Johnson, 2019;Byrne et al, 2014;Grover & Hasel, 2015;Grover et al, 2019;Radulovic et al, 2019;Zheng, van Dijke, Narayanan, & De Cremer, 2018) and one study examining a task-focused transgression (incompetence), a relationship repair strategy (penance) and outcomes (Dirks et al, 2011). The vast majority of studies have examined the direct relationship between leader follower transgressions and outcomes.…”

Section: <Insert Table 2 Here>mentioning

confidence: 99%

“…Furthermore, offence severity moderated the association between leader apologies and their positive emotions and psychological health. More recently, Grover, Abid-Dupont, Manville and Hasel (2019) examined the conditions under which apologies facilitate restoration of trust in the leader-follower relationship. It was found that the impact of apologies on forgiveness and subsequent trust depended on leaders' intentions and the severity of the trust violation's outcomes.…”

Section: Boundary Conditionsmentioning

confidence: 99%

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Leader-follower transgressions, relationship repair strategies and outcomes: A state-of-the-science review and a way forward

Epitropaki

Radulovic

Ete

et al. 2020

The Leadership Quarterly

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Repairing Broken Trust Between Leaders and Followers: How Violation Characteristics Temper Apologies

Cited by 23 publications

References 81 publications

Shall I Trust You? From Child–Robot Interaction to Trusting Relationships

Shall I Trust You? From Child–Robot Interaction to Trusting Relationships

Denial and Empathy: Partners in Employee Trust Repair?

Leader-follower transgressions, relationship repair strategies and outcomes: A state-of-the-science review and a way forward

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