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The present study examines the nexus between workplace relationship conflict, perceived sincere apology, interpersonal forgiveness, trust restoration and future cooperation at work after a trust violation episode has occurred.

The data for the analysis were collected from 226 employees using scenarios and survey methods and quantitative techniques were applied to analyze the data.

The results show that perceived sincerity of apology serves as a mediating variable in the link between workplace relationship conflict and interpersonal forgiveness. Interpersonal forgiveness is found to be positively related to future cooperation at work with the mediating role of trust restoration.

The findings of the study have practical implications for strategy makers, human resource managers and practitioners interested in stimulating future cooperation at work after a trust violation episode has occurred. The study advocates that sincere apology and interpersonal forgiveness serve as an important link to recovering from trust violation damages and cultivating future cooperation at work after a relationship conflict has occurred.

The findings of the present study bring new insights on the role played by sincere apology and interpersonal forgiveness in facilitating trust restoration and future cooperation at work after a relationship conflict episode has occurred.

Given the fierce competition in financial services, service failure management and trust restoration tactics are becoming strategic priorities. Studies investigating trust restoration have increased over the years due to the significance of trust in services and the frequency of trust violations. Drawing on the sense-making and defensive approaches of attribution theory, this study aims to explore the effectiveness of various trust recovery tactics (e.g. apology, explanation, and investigation) in financial services considering the prevalence of service failure severity.

Based on a scenario-based survey, this study gathered data from 402 consumers of different banks in Pakistan. The study analyzed the data using ordinary least square regressions and structural equation modeling.

The study indicated that explanation is more effective in repairing character-competence and commitment-based trust, while investigation remained highly effective for inducing congruence-based trust. Interestingly, an apology was more effective for communication-based trust repairing, while context-based trust recovery was unaffected against all recovery tactics. Despite the prevalence of severe service failure, recovery actions proved fully effective for character-competence and commitment-based trust while partially effective for congruence-based trust recovery. This study also found that severe service failure undermines the effectiveness of recovery actions in repairing communication and context-based trust.

The study extends the literature on trust recovery by integrating sense-making and defensive attribution theory. The sense-making approach contributes to the existing knowledge on trust recovery by elucidating how consumers and service providers develop a shared understanding to facilitate the recovery mechanism of multidimensional trust in financial services.

This research examines the relationship between the timeliness in announcing the discovery of a data breach and consumer trust in an e-commerce company, as well as later trust-rebuilding efforts taken by the company to compensate users impacted by the breach.

A survey experiment was used to examine the effect of both trust-reducing events (announced data breaches) and trust-enhancing events (provision of identity theft protection and credit monitoring) on consumer trust. The timeliness of the breach announcement by an e-commerce company was manipulated between two randomly assigned groups of subjects; one group viewed an announcement of the breach immediately upon its discovery, and the other viewed an announcement made two months after the breach was discovered. Consumer trust was measured before the breach, after the breach was announced, and finally, after the announcement of data protection.

The results suggest that companies that delay a data breach announcement are likely to suffer a larger drop in consumer trust than those that immediately disclose the data breach. The results also suggest that trust can be repaired by providing data protection. However, even after providing identity theft protection and credit monitoring, companies that fail to promptly disclose a breach have lower repaired trust than companies that promptly disclose.

This study contributes to the literature on e-commerce trust by examining how a company's forthrightness in reporting a data breach impacts user trust at the time of the disclosure of the data breach and after subsequent efforts to repair trust.

It is well known that trust is an essential, yet a fragile part of organizational life. Because trust sometimes has to be placed without guarantees, it will inevitably be broken, violated, and damaged when parties involved in trustworthy relationships let others down. When trust-destroying events occur, trust is shattered and its level plummets quickly into the domain of distrust. The speed with which trust can be destroyed depends on the magnitude of damage from the act of untrustworthiness and the perceived intentionality of the untrustworthiness. Moreover, if seen as intentional, the destruction of trust is particularly severe, as intentional untrustworthiness reveals malevolent intentions that are seen as highly predictive of future untrustworthiness. Often, leaders are the ones responsible for improper handling of, destroying, or violating trust in their organizations. In this chapter, we explore the consequences of leaders for violating trust and examine how trust changes over time as a function of different types of violations and attempts at restoration. We argue that because distrust may irrevocably harm organizations, leaders as moral agents need to consciously work to rebuild relationships, restore broken trust, and instill hope.

Building on prior trust repair research, this study aims to develop a more robust theoretical framework that describes trust repair strategies used by salespeople following a breach of trust.

To achieve the aim of this paper, individual depth interviews with 18 professional salespeople, 4 sales executives and 7 purchasing agents were undertaken.

This paper examines the value of using trust repair strategies (e.g. restoration, regulation and verbal repair strategies) both in isolation and in conjunction. The results suggest that individual trust repair strategies operate through impacting different dimensions of justice, as justice provides a reliable indicator as to whether the salesperson can be trusted in the future. This paper also finds that combining multiple trust repair strategies can have an additive effect on trust.

This paper uses thematic analysis to inductively identify the effective trust repair strategies that are used by salespeople in actual exchange relationships while integrating these insights with the existing theoretical frameworks in the literature. It contributes to theory through creating a conceptual model explaining the breach of trust and trust repair process, introducing justice as a direct mediating mechanism between trust repair strategies and increased trust. The research also develops a new perspective on combining salesperson words and actions to repair trust. It also provides a managerial contribution through introducing an optimized approach to trust repair in buyer-seller relationships.

This paper aims to determine the key trust antecedents that influence Internet users’ trust level toward Internet service providers (ISPs) in a high-risk society. It also investigates trust-building process, major causes of its violation, their potential implications and restoration.

A mixed-method approach was used in collecting data in Kenya in 2014 by using questionnaire and interview techniques. The former was administered to 250 (with 81 per cent response rate) randomly selected Internet users at Kenyatta University while the latter focused on key decision-makers from four randomly selected ISPs in Nairobi.

The results show that Internet users’ perceptions of ISPs’ ability to be trusted in Kenya depend more on their competence in terms of service delivery (ability) and desire to protect users (benevolence) than upholding acceptable standards (integrity). The results also indicate a lack of trust manifested in poor communication and greed for profit among ISPs as major causes of trust violation.

This paper proposes two frameworks that can enhance Internet use by providing a better understanding of trust in a high-risk society.

Building on crisis management studies, this study aims to advance research on brand recovery from the existing focus on product brand/customer dyad into stakeholder marketing and corporate branding.

This study uses a single case of industry-dominant corporate brand in an enriched context through in-depth analysis of industry informant and secondary data.

The paper uncovers detail of corporate brand and stakeholder interactions directed towards recovering corporate brand and restoring trust in the industry.

This study offers an evidence-based framework of stakeholder interactions designed to support corporate brand recovery (CBR). The rich data are bounded within a single case.

Framework illustrates the importance of drawing on stakeholders in CBR, particularly in an industry crisis, emphasises trust restoration and reveals the peripheral role of customers in CBR.

This study points to significance of stakeholder networks, particularly in insurance and financial services, in addressing social and ethical issues related to corporate misdeeds is identified.

This study makes noteworthy contribution to brand recovery research in two ways: firstly, by investigating the recovery of brands at corporate level and, secondly, by detailing the interactions between corporate brand and industry stakeholders in recovering the brand within a stricken industry.

This study seeks to examine perceived corporate social responsibility (CSR) with a focus on ethical and legal questions, related to the constructs such as recovery satisfaction, customer trust, and loyalty after a service failure.

An empirical test was conducted on this relationship in the context of service failure and recovery. A structural equation model was employed to test the hypotheses.

Results indicate that perceived CSR has a significant impact on customer trust and loyalty and that customer trust serves as a key mediating variable in service recovery.

This study provides a theoretical implication for the relationship between perceived CSR and the relationship constructs such as service recovery satisfaction, customer trust, and loyalty.

The results suggest that managers may need to be aware of perceived CSR as a key variable in restoring customer loyalty. The results further suggest that perceived CSR has a direct and indirect positive effect on loyalty; perceived CSR has a direct impact on loyalty, but it also has an indirect influence on loyalty through customer trust.

In an attempt to deepen the understanding of how customer perceptions of firm CSR are connected with other customer-related outcomes during service recovery, the present research proposes a comprehensive model which encompasses CSR and other key relationship constructs after a service failure and recovery.

The purpose of this paper is to examine the trust‐related aspect of the work of school principals. The authors' exploratory examination of the Canadian school principals' perceptions of their moral agency and trust‐brokering roles described their establishing, maintaining, and recovering of trust in schools. This article is delimited to the selected perceptions of Canadian principals' regarding the fragile nature of trust in their school settings.

This study used the open‐ended responses from surveys sent to school principals (n=177), who responded to the authors' invitation to complete a survey, as part of a larger study, in the ten provinces and three territories of Canada. The data analyses included theme and cross‐theme analyses.

This study has pointed to the perception that trust‐related matters are an important, yet a fragile, aspect of the work of principals. Principals often have to deal with trust‐related matters, which have caused trustworthiness to be threatened and trusting relationships to be broken. Trust‐related problems contribute to the fragility of trust and frequently seem to pertain to relationships between principal and other administrators, staff members, parents, and students. Most of the time, principals as leaders felt personal responsibility to make sure relationships among all stakeholders were sustained and, if broken, restored. The prevalent belief among participants in the study was that trusting relationships, though fragile and often broken, are subject to the hope of restoration and renewal.

This study provided valuable findings that enhance the understanding of ethical decision making and trust brokering amongst the Canadian school principals. While the discussions of trust and moral agency are certainly present in the educational literature, not much is known about the self‐perceived role of a principal as both a moral agent and trust broker. Moreover, there is perceived need for qualitative studies in the area of trust in educational leadership.

The purpose of this paper is to argue that those involved in cultural heritage preservation efforts must look more critically at how preconceived notions of “history” and “tradition” affect both the design and outcomes of preservation efforts. This paper also adds to the limited library and information science (LIS) discourse on the problematic nature of significance as it relates to selecting aspects of cultural heritage for preservation, which is of particular importance to LIS practitioners as they work to help others capture, preserve and represent their traditional knowledge and ways of life.

The argument is based on research carried out in rural Romania in the summer of 2007. Faculty from Ball State University with students from several US universities collected qualitative data using ethnographic methods for an ongoing historic preservation effort in the community of Viscri. In addition to the community case study, the LIS literature on the problem of assigning significance to cultural objects for preservation is reviewed.

Cultural preservation efforts tend to rely on legitimate lay understandings of history, tradition and culture that, in turn, inform social life in a community. Such limited understandings influence the program choices and resource allocations made in cultural preservation efforts. It also tends to finesse the role the elite and powerful have over these programs. Viscri provides a real‐world example that illustrates some lessons to be learned about how the LIS community thinks about tradition and modernity and the relationship both have to cultural heritage preservation.

The argument rests on a single community study. However, a literature review and an in‐depth analysis of a particular historical preservation effort strengthen the paper's argument.

In order for preservation efforts to more equitably preserve cultural heritage, the LIS community has to ask more analytic questions about what history and tradition are in the context of the communities it serves. Those involved in cultural preservation efforts must bring to their work an awareness of the consequences of selecting certain aspects of culture and heritage over others have for preservation efforts.