<p>Prior literature on trust repair has focused primarily on exploring the effectiveness of different trust repair tactics in various contexts and the study of repair of trust as a process has been neglected. The literature has also suggested the presence of the humpty-dumpty effect in trust repair i.e. trust cannot be completely repaired once broken, though the claim has been more philosophical than empirical. In this dissertation, we explore the effect of tactic composites instead of analyzing the effect of each tactic separately (as has been the trend in the literature) that can be incorporated by the trustee to repair trust. We also develop multiple pathways that can potentially repair trust completely (specifically, redirect and replenish pathways) and one pathway that can restore the relationship by reestablishing cooperation but without repairing trust (redefine pathway). We structure the tactic composites within these pathways to explore the possibility of complete trust repair. Our results from a policy-capturing technique study and an experimental study show that in the redirect pathway, factual or symbolic evidence backed denial (but not denial alone) increases believability of the innocence claim by the trustee and can repair trust by improving the level of broken trustworthiness of the trustee. In the replenish pathway, only tactic composites that showcase regret through verbal tactics and repentance through behavioral tactics are able to make the trustor perceive that the trustee experiences remorse for the transgression, and only tactics that cater to individual and relational disequilibrium can increase perceived norm restoration in the eyes of the trustor. Both perceived remorse and norm restoration improved the levels of the broken trustworthiness. Finally, in the redefine pathway, strong control systems were better than weak control systems to restore cooperation, even though they had a negative relationship with the level of post-intervention trust. We also tested the potential of complete trust repair through the redirect pathway but did not find conclusive evidence. We discuss the limitations of the empirical studies and make suggestions for future research.</p>

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Across domains, organizations and society are facing a trust deficit (Twenge, Campbell, & Carter, 2014). This is problematic, as trust is important to a variety of critical organizational outcomes, such as perceived task performance, team satisfaction, relationship commitment, and stress mitigation (Costa, Roe, & Taillieu, 2001), and has been cited as a motivator for cooperation and knowledge transfer due to its capacity to reduce fear and risk of exploitation (Chen et al., 1998; Fleig-Palmer & Schoorman, 2011; Irwin & Berigan, 2013; Yamagishi & Sato, 1986), and a key component of collaboration. As organizations increasingly rely upon collaboration for achieving important outcomes, it is of critical importance that organizations understand how to not only develop interpersonal trust in collaborative partnerships to facilitate these positive outcomes, but also the way in which interpersonal trust is broken and can be repaired when problems inevitably arise. Though research has begun to investigate trust violation and trust repair, relatively little is known about trust development, violation, and repair as a process that unfolds over time. This is problematic, as cross-sectional studies fail to capture change, both in terms of how trust itself changes as well as how the effect of a violation or the utility of a repair strategy may be weaker or stronger in the long-term than the short-term. Thus, findings from a single point in time may result in different conclusions and recommendations than those that would result from long-term investigation. Therefore, this study examines how interpersonal trust patterns unfold within individuals, and how these patterns differ between individuals depending on the type of violation and the repair strategy employed. An experimental study using discontinuous growth modeling to examine intraindividual and interindividual differences in trust processes found that generally, trust was negatively impacted more after an intentional ("will do") violation as compared to a competence ("can do") violation, such that it had a greater impact on character assessments than a competence violation and also damaged perceptions of ability as much as a competence violation. These negative impacts carried over into trust restoration, which was significantly slower after an intentional violation than a competence violation. Furthermore, study findings suggest that after an intentional violation, trust restored more quickly when surveillance was implemented than when compensation was offered. Though the opposite did not hold true for a competence violation, the findings did approach significance. Drawing from these findings, implications and future research recommendations are discussed.

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Ethiopia, a developing country on the African continent, has experienced double digit growth during the last decade. To sustain this growth, the country needs a sound and healthy banking sector. Consensus exists that trust is a valuable resource that can make a difference. It influences the quality of relationships between an organisation and its employees and management. It enables organisations such as banks, to retain their most valuable employees and customers, and improve organisational functioning. Most leaders agree that high levels of trust are critical to the success of their organisations. In this study, the existing theoretical principles and models relating to trust, were analysed in depth, and followed up by an empirical study to determine to what extent trust management practices were being applied. A quantitative survey was conducted on a probability sample of 405 participants from the eight largest banks in Ethiopia. From the measured items, 54 usable factors were identified by using exploratory factor analysis. The calculated Cronbach alpha values indicated a satisfactory internal consistency. While the Pearson product-moment correlation applied to the factors, indicated a dominance of statistically significant positive correlations. Various informative results emerged from the empirical survey, amongst which were, the relative weak application of trust management practices such as trust drivers and trust builders. Some barriers were also identified such as the trustworthiness of coworkers/ team members, the immediate supervisor and top management. Thus, it was evident that proper trust management practices had not been fully established within the banking sector in Ethiopia. There was thus a need for some guidelines in this regard. An integrated trust management model was therefore developed, and tested, through Structural Equation Modelling, and validated to satisfy this need. / Human Resource Management / D. Admin. (Human Resource Management)

This paper investigates how an organization attempts to repair trust after organizational-level integrity violations by examining the influence of organizational rules on trust repair. We reconstruct the prominent corruption case of Siemens AG, which has faced the greatest bribery scandal in the history of German business. Our findings suggest that tightening organizational rules is an appropriate signal of trustworthiness for external stakeholders to demonstrate that the organization seriously intends to prevent integrity violations in the future. However, such rule adjustments were the source of dissatisfaction among employees since the new rules were difficult to implement in practice. We argue that these different impacts of organizational rules result from their inherent paradoxical nature. To address this problem, we suggest managing an effective interplay between formal and informal rules.