Do You Still Trust Me? Human-Robot Trust Repair Strategies

This article extends understanding of trust repair by explaining in more detail the dynamics of trust at the network-level. Building on organizational-level trust repair research, the article explains how two periods of trust repair – catharsis and catalysis – contribute to trust repair of an interorganizational network. In addition, the article describes how changes to network-level trust in an interorganizational network changes the governance form of the network making the interorganizational network more durable and stable.

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Benefits First: Consumer Trust Repair in Mobile Commerce

Journal of theoretical and applied electronic commerce research ◽

10.3390/jtaer16040061 ◽

2021 ◽

Vol 16 (4) ◽

pp. 1079-1096

Author(s):

He-Da Zhang ◽

Shih-Chih Chen ◽

Athapol Ruangkanjanases

Keyword(s):

Psychological Contract ◽

Mobile Commerce ◽

Experimental Results ◽

Consumer Trust ◽

Trust Repair ◽

Service Failures ◽

Boomerang Effect

The purpose of this study is to explore trust repair strategies and the outcomes in mobile (m-)commerce. Consumer trust in m-commerce is a calculus-based form of trust; service failures, “inaction” and “excessive actions” are the typical trust decline situations. Three strategies of the fulfillment of consumers’ psychological contract for compensation, arousal, and regulation are proposed as trust-repaired solutions regarding the abovementioned three situations. The experimental results demonstrate that trust cannot be repaired by a single relational psychological contract strategy and that it can be repaired by both a single transactional and interactive strategy; the interactive strategy is more effective in competence-based decline. Second, in integrity-based decline, both the single and interactive strategy negatively influence trust repair; the relational strategy has the strongest effect. The “boomerang effect” shows that the more m-vendors repair, the more the trust decreases. Third, trust can be repaired, respectively by arousal and regulation strategy regarding corresponding situations of inaction and excessive actions. Finally, the trust repair paradox (TRP) has not been verified in m-commerce.

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A cognitive process model of trust repair

International Journal of Conflict Management ◽

10.1108/ijcma-03-2020-0048 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Edward C. Tomlinson ◽

Christopher A. Nelson ◽

Luke A. Langlinais

Keyword(s):

Structural Change ◽

Organizational Justice ◽

Attribution Theory ◽

Cognitive Process ◽

Process Model ◽

Causal Attribution ◽

Content Type ◽

Trust Repair ◽

Nuanced Understanding ◽

Practical Implications

Purpose This paper aims to investigate how the reparative efforts of extensive apologies, compensation and structural change affect trust after a violation has occurred. Specifically, this paper presents a cognitive process model positing that voluntary reparative efforts will shape the victim’s stability attributions for the cause of the violation such that it will be deemed less stable (i.e. unlikely to recur); as a result, the victim is more likely to perceive the transgressor as being fair, and hence extend subsequent trust. Design/methodology/approach Two experiments were conducted to test the cognitive process model. Findings The results of both experiments supported this predicted sequence for extensive apologies. Support for the predicted sequence was also found when compensation and structural change are invoked as reparative efforts. Originality/value This research has theoretical and practical implications for a more nuanced understanding of how causal attribution theory and organizational justice theory can be integrated within the context of trust repair.

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Dealing with Royal Commission into Australian Banks: Emerging Research Agenda and Managerial Implications.

10.31124/advance.8174171 ◽

2019 ◽

Author(s):

Emmanuel Mogaji

Keyword(s):

Research Agenda ◽

Global Financial Crisis ◽

Financial Sector ◽

Marketing Management ◽

Royal Commission ◽

Trust Repair ◽

Brand Reputation ◽

Academic Researchers ◽

Managerial Implications ◽

Conceptual Paper

<p>Australia was the only developed country to avoid a technical recession during the 2008 global financial crisis, but ten years later, Australian banks now must deal with allegations of misconduct which warrants establishing a royal commission into the financial sector. This conceptual paper offers a theoretical and managerial exploration of the implications of the commission’s findings on the Australian banks, their marketing and brand crisis management. This paper reviews the literature on trust repair, brand reputation and financial services marketing management to identify relevant research agenda and managerial implications. A series of propositions are put forward towards academic researchers – to theoretically explore these emerging issues as presented in the research agenda and offer actionable insights and Managers – to consider the identified managerial agenda as they deal with consequences of the commission’s findings which includes trust repair, brand reputation and marketing management. This study had made an initial effort to chart the course for the scholarly understanding of the consequences of the Royal Commission on Australian banks marketing. By this, the academic research community can assist managers in developing effective marketing strategies. Researchers seeking to work on the agendas put forward in this paper would be able to gain links with and possibly attract funding from, banks to conduct their research. There is a shortage of knowledge around this subject, as it is an evolving situation within the Australian financial sector. These conceptual paper raises an agenda to fill the gap in knowledge and provide empirical insight for academic researchers and practitioners.</p>

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