Abstract
This study aims to answer the question how previous trust experiences contextualize trust repair efforts. The concepts of calculus-based and relational trust are utilized to show the influence of the kind of trust on trust repair tactics, specifically apologies. We focus on a neglected referent of trust, that is trust between peers, and elucidate apology and its complements that might be effective between peers. We propose that the effectiveness of apologies and its specific complements depend not only on trust breach but also on the type of trust prior to a breach. Specifically, we claim that when apology is complemented with compensation or external attributions, these tactics repair trust more effectively in calculus-based trust. But, when apology is complemented with empathy, acknowledgment of violated norms, and extensive involvement, these tactics can effectively repair trust in relational trust. The paper aims to contribute to our understanding of apologies and the effectiveness of it under different conditions.
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The first author’s contribution is supported by a grant from the Higher Education Council of Turkey and Center for Innovation Research at Tilburg University. We would like to thank Arzu Wasti (Sabanci University), Martyna Janowicz-Panjaitan (Tilburg University), and Selcen Kılıçaslan Gökoğlu (Dokuz Eylul University) for their suggestions on earlier versions of this paper
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Öztürk, E.B., Noorderhaven, N.G. Influence of Peers’ Types of Trust on Trust Repair: The Role of Apologies. Psychol Stud 63, 253–265 (2018). https://doi.org/10.1007/s12646-018-0445-y
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DOI: https://doi.org/10.1007/s12646-018-0445-y