Repairing Broken Trust Between Leaders and Followers : How Violation Characteristics Temper Apologies
| Autor: | Steven L. Grover, Marie-Aude Abid-Dupont, Markus C. Hasel, Caroline Manville |
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| Přispěvatelé: | emlyon business school, Toulouse School of Management Research (TSM), Université Toulouse 1 Capitole (UT1)-Centre National de la Recherche Scientifique (CNRS)-Toulouse School of Management (TSM), Université Toulouse 1 Capitole (UT1), Université Fédérale Toulouse Midi-Pyrénées-Université Fédérale Toulouse Midi-Pyrénées-Centre National de la Recherche Scientifique (CNRS)-Toulouse School of Management (TSM), Université Fédérale Toulouse Midi-Pyrénées-Université Fédérale Toulouse Midi-Pyrénées, business school, emlyon |
| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: |
Followers
Economics and Econometrics Forgiveness media_common.quotation_subject Leaders 0603 philosophy ethics and religion Trust violation Arts and Humanities (miscellaneous) 0502 economics and business Trust recovery Quality (business) Business and International Management [SHS.ECO] Humanities and Social Sciences/Economics and Finance health care economics and organizations Quality of Life Research media_common 05 social sciences 06 humanities and the arts [SHS.ECO]Humanities and Social Sciences/Economics and Finance General Business Management and Accounting Intentionality Apology [SHS.GESTION]Humanities and Social Sciences/Business administration 060301 applied ethics Relationships Business ethics Psychology [SHS.GESTION] Humanities and Social Sciences/Business administration Law Social psychology 050203 business & management |
| Zdroj: | Journal of Business Ethics Journal of Business Ethics, Springer Verlag, 2019, 853-870 p Journal of Business Ethics, Springer Verlag, 2019, 155 (3), pp.853-870. ⟨10.1007/s10551-017-3509-3⟩ Journal of Business Ethics, Springer Verlag, 2017, ⟨10.1007/s10551-017-3509-3⟩ |
| ISSN: | 0167-4544 1573-0697 |
| DOI: | 10.1007/s10551-017-3509-3⟩ |
| Popis: | International audience; This study examines the conditions under which apologies help to elicit forgiveness and restore trust following trust violations between leaders and followers. The intentionality and severity of violations are examined in a critical incident study and a laboratory study. The results support a model in which forgiveness mediates the relation of apology quality and trust. More importantly, the moderation–mediation model shows that apology quality influenced forgiveness and subsequent trust following violations that were moderate in severity–intentionality combination. The effect of apologizing affects trust directly without forgiveness when the severity–intentionality combination held minor or extreme intensity. The results suggest a range in which apologies are effective and enrich understanding of the conditions under which trust can be recovered through an apology–forgiveness process in leader–follower relationships. The contribution of the study lies in elucidating that the combination of severity and intentionality of leaders’ trust violations has greater importance than either one separately. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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