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In this paper, the authors describe the step-by-step approach used to develop a trust-repair construct and a valid measurement scale for assessing employee perceptions of the most effective employee trust-repair practices.

The initial employee trust-repair scale (ETRS) was completed by 282 employees of a non-profit organization and validated by 101 employees of the administrative unit of the Finnish Army.

The 14-item seven-factor model was found to be reliable, valid and stable across the samples.

This study contributes to the current literature on trust repair by presenting the first validated measure for employee trust repair.

The findings provide a valuable instrument for practitioners to assess the state of employee trust-repair practices.

To the best of the authors’ knowledge, this is the first study in an organizational context demonstrating an operationally valid and comprehensive measure for employee trust-repair practices.

This study aims to examine whether and how voluntary accounting disclosures can repair individual donors’ trust in a charity after negative events.

The authors adopt a qualitative research approach and conduct 32 semi-structured interviews with active Australian individual donors, with a hypothetical vignette design. Hypothetical negative events and corresponding accounting disclosures are presented to participants during interviews.

Three types of individual donors are identified based on their decision-making patterns after negative events and primary trust relations with a charity-reasoned donor (giving-decision based on their analysis of the situation, competence-based trust), generalist donors (giving-decision based on trust in the charitable sector, institution-based trust) and emotional donors (giving-decision based on feelings and emotions about the charity, integrity-based trust). The research suggests that accounting disclosures can repair trust damage for reasoned donors and support institution-based trust for generalist donors, but do not seem able to repair trust damage for emotional donors and can potentially damage trust further.

Overall, the findings suggest that a one-size-fits-all approach to communicating with individual donors after negative events is not likely to be very effective in repairing trust. Instead, charities may need to adapt disclosures to their different types of individual donors.

While prior accounting studies have largely focussed on how charity managers themselves grapple with accountability or how negative events impact charitable donations, the authors demonstrate how accounting disclosures can play different roles in the trust-repairing process for different types of individual donors.

The purpose of this paper is to provide practical knowledge on how to repair trust within inter-organisational relationships (IORs), and to compare that knowledge to present academic research. IORs have an alarming failure rate upwards of 60 per cent. Although the breakdown of trust is a well-documented critical component of their failure, specific research on IOR trust repair is limited.

The research applied a ranked Delphi study utilising UK professionals’ expertise in IOR management.

The results provide two practical frameworks and several new methods for IOR trust repair; furthermore, they demonstrate consistency between professionally adopted IOR trust repair methods and those proposed academically.

The study ' s primary limitations resulted from being conducted at the lower end of its operating window, and only with panellists interested in trust repair. The implications for research are to direct investigations to the new IOR trust repair methods and to test when professionals would undertake trust repair methods.

The IOR trust repair frameworks can be utilised retrospectively as a tool kit to repair damaged relationships. Additionally, they can be proactively embedded in IOR contract documentation, whereby parties agree to enact and abide by the frameworks, should relations deteriorate, before proceeding down legal avenues.

This paper offers the first contribution from the UK professional community on IOR trust repair; they have provided new research areas for academics as well as practicable, pertinent frameworks for professionals.

The purpose of this paper is to examine the effects of damage incurred by the trustor as a result of a trust violation and the impact of different levels of post-violation trust repair behaviours by the trustee on the subsequent erosion of trust.

Data were collected from 232 middle to senior level managers using a two-part scenario-based experimental design to test the impact of damage incurred (avoided) and post-violation repair behaviour. Respondents’ levels of trust were measured pre- and post-violation as well as forgiving and a range of demographic variables.

Results showed that trust eroded independent of the level of damage that may have been caused. Further, post-violation trust repair behaviour by the trustee led to a significantly lower erosion of trust as compared to not engaging in such behaviours. Furthermore, erosion of trust was minimized, when the trustee engaged in increasing levels of trust repair behaviour. Results also showed that trustors who were relatively more forgiving were less likely to lose trust in the trustee after a violation.

In this study we focused on two key factors influencing the erosion of trust. Further factors need to be identified and empirically tested in order to get a more holistic view on how trust erodes. The results serve as one step towards building an integrated model of trust erosion.

For practicing managers, the results imply that the actual incurrence or avoidance of damages from a trust violation appears to be peripheral – trustors are more concerned about the violation as a principle and a harbinger of similar future incidents. Further, quickly engaging in trust repair behaviours, such as offering an a good explanation, a heartfelt apology, and appropriate remedy, helps minimize the erosion of trust.

This paper addresses an under-investigated facet of trust research in organizations – erosion of trust – which is especially crucial in light of the growing awareness that most organizational relationships actually start off with high levels of trust rather than low trust. Thus, this study offers insights into maintaining (as opposed to building) trust.

A rash of security incidents in ride-sharing have made discovering the mechanisms to repair consumers' trust essential for the information technology (IT)-enabled ride-sharing platforms. The purpose of this paper is to explore how the two response strategies (i.e. security policies [SPs] and apologies) of platforms repair passengers' trust and whether the two implementation approaches of SPs (i.e. pull and push) lead to different results in repairing passengers' trust in the platforms.

A field survey based on a real scenario (n = 238) and an experiment (n = 245) were conducted to test the hypotheses empirically. Structural equation modeling and one-way analysis of variance (ANOVA) are employed in the data analyses.

This study finds that (1) both SPs and apologies aid in repairing trust; (2) repaired trust fully mediates the influence of SPs on continuance usage and partially mediates the influence of apologies on continuance usage; (3) security polices and the three dimensions of apologies play different roles in repairing trust and retaining passengers and (4) both pull-based and push-based SPs can repair the violated trust; however, the effect of the pull approach is greater than that of the push approach.

The findings provide guidelines for ride-sharing platforms in taking appropriate actions to repair users' trust after security incidents.

The findings reveal the mechanism of trust repairing in the fields of ride-sharing and extend the contents of the trust theory and pull–push theory.

This paper aims to understand consumers’ response to the trust repair mechanisms adopted by corporate brands in a service sector context following prominent trust damaging organizational transgressions.

Adopting a qualitative approach, six focus group discussions are used to investigate three high-profile consumer trust erosion cases within the service sector.

Consumer trust varies by context. Despite the severity of trust damage, corporate brands can recover trust towards their brands amongst consumers not directly affected by transgressions. Not all trust repair mechanisms are equally applicable to all service contexts, and re-branding could be used as a trust repair mechanism. Corporate brands in the service sector should focus on sense-making, relational approaches and transparency. Orchestration of trust repair mechanisms needs to be integrated within the trust rehabilitation processes.

This study illustrates it is important to reconsider trust repair processes to accommodate context and integrate post-transgression consumer research.

Successful corporate brand rehabilitation of consumer trust requires examination of the trustworthiness dimensions consumers express before and after the transgression to select the most appropriate trust repair mechanisms. Findings suggest organizations also have preventative trust repair management programs.

This research is the first to empirically apply the conceptual framework of Bachmann et al. (2015) to explore consumer responses to the trust repair mechanisms adopted by corporate brands by context.

The purpose of this paper is to apply insights from social role theory to trust repair, highlighting the underexplored implications of gender. Trust repair may be more difficult following violations that are incongruent with the transgressor’s gender role.

This paper reviews research on trust repair, particularly Kim et al.’s (2004, 2006) discovery that apologizing with internal attributions is best for ability-related violations and denying responsibility is best for integrity-related violations. Propositions about trust repair are grounded in attribution and social role theory.

Trust violations may incur a bigger backlash when they are incongruent with gender roles, particularly for individuals in gender-incongruent professions and cultures with low gender egalitarianism. Men may find ability-related violations more difficult to repair. Women may find repairing benevolence and integrity-related violations more difficult. When apologies are offered, attributions that are consistent with gender roles (internal attributions for men, external attributions for women) may be most effective.

Gender can be a relevant factor in trust repair. Policies and training addressing conflict should consider how these differences manifest.

Gender role differences have largely been overlooked in trust repair. By integrating social role theory and exploring benevolence-based violations, this paper offers a more complete understanding of trust repair.

This study aims to identify the responses required to repair political trust in Tunisia and the differences between two key stakeholder groups, namely, politicians and voters.

A sequential mixed method study was adopted using two data sources: semi-structured interviews conducted with citizens and politicians; and media data from TV political talk shows. Data was collected over a three-year period following several key events that affected trust.

New responses were identified to repair political trust, and these were categorized using a trust repair framework. In addition to short- and long-term responses, a new category, swift response, was identified to resolve immediate political uncertainty. The role of the trustor (i.e. voters) in actively restoring trust was identified for the first time.

This study focussed on trust repair responses suggested by voters and politicians and not necessarily responses that were implemented by government or political parties during the period of study. The effectiveness of the suggested responses in repairing trust was not evaluated.

Identification of the responses required to repair trust with voters, how these differ over time, and according to different trust violations will help Tunisian politicians rebuild trust more effectively during election and non-election periods. Notably, differences highlighted between the responses suggested by voters and politicians suggest that politicians may not understand how to repair voter trust.

Contrary to previous studies that assume a trustor (the voter) is a passive observer, this research identified the proactive role that citizens play in the trust repair process.

This study examines trust-repair practices at the team level after organizational change.

A qualitative research approach was adopted, and data were collected from key informants through focus group discussions and interviews. The data analysis involved thematic coding and followed the structured procedure.

This study found that after organization change, trust can be repaired at the team level by improving team leaders' information sharing and knowledge in change management, and by enforcing communication, collaboration and ethical behaviour among team members.

This paper makes three key contributions by (1) identifying trust violations in teams, (2) proposing trust-repair mechanisms and (3) extending the understanding of trust-repair and preservation at the team level following organizational change.

This paper provides practical information from a real-work context and can improve managers' understanding of active trust-repair.

This paper outlines active trust-repair mechanisms in an organizational change context and expands the current theory by presenting novel insights into organizational trust-repair at the team level. This study contributes to trust literature by proposing promising avenues for future trust-repair research.

The purpose of this research is to investigate the impact of causal attributions (locus, stability, and controllability attributes) on trust violations and the coping strategies (affective, functional, and informational initiatives) involved in trust repair on building positive moods within the context of e‐commerce.

The research model is tested using data collected from 513 active e‐shoppers. Structure equation modeling is employed to verify and validate the research model.

Results show that strategies for repairing trust are effective in building positive moods among consumers, while causes of negative events have a negative impact on consumer mood. Furthermore, positive moods significantly influence the rebuilding of consumer trust. This research demonstrates that positive mood is an important mediator in trust repair.

The research results provide insight into how e‐vendors can ease the tension associated with trust‐related disputes.

This study represents one of the few attempts to integrate the attribution theory with trust research and to outline the strategies of post‐encounter trust rebuilding process following a trust violation.