Establishment,Violation And Repair Of Interpersonal Trust

Interpersonal trust is the most important cornerstone of the social integrity system,and it plays an important role in organization and interpersonal communication.Because the contextual factors of interpersonal communication are complex and changeable,trust relationships and levels of trust are often dynamic.Once trust violations such as dishonesty occur in interpersonal communication,it will cause individual negative emotions,trigger retaliation,reduce organizational commitment and lead to total organizational failure.If interpersonal trust is viewed as the glue that connects many cooperative relationships,then interpersonal trust repair is the process of using this glue to achieve "reconciliation".Trust repair refers to the positive actions that the violator performs on the victim after the occurrence of the trust violation in order to repair their trust will and trust belief.Violation of trust refers to the phenomenon of impaired trust caused by the behavior of the violator and the result of the violation not reaching the positive expectations of the victim.Two common types of trust violations are competence-based violation and integrity-based violation.Integrity-based violation refers to the violation of trust caused by the violator's failure to complete the agreement between the two parties due to violation of the ethical code;competence-based violation refers to the violation of trust due to the failure of the violator to complete the agreement agreed upon by both parties due to insufficient ability.Existing research believes that trust repair is a complex phenomenon,and its mechanism of action has not yet reached a consistent conclusion.Moreover,the existing researches mainly focus on the research of speech repair strategies in the field of trust repair,and the research on the effectiveness of substantial repair strategies and combined repair strategies has not yet reached a unified conclusion.In addition,most researches on trust repair focus on trust repair strategies,but less research on trust cultivation strategies.Therefore,the research on the effects of trust cultivation and repair strategies and the mechanism of different repair strategies in different situations is an important and urgent problem to be solved.This research uses economic behavioral game experimentation and questionnaire survey methods to explore the effects of different trust cultivation methods,and theeffects and mechanisms of trust repair strategies in different contexts.Experiments 1and 2 of Study 1 use the two-person trust game and six-person public goods game experimental paradigm to explore the impact of alternative reinforcement,direct reinforcement,and non-reinforcement methods on establishing and cultivating trust relationships.The experimental paradigm of the two-person trust game and the six-person public goods game are also used in the experiments 3 and 4 of the second study,which explores the five aspects of apology,full compensation,double compensation,apology + full compensation and apology + double compensation.The repair effect of this trust repair strategy under the conditions of integrity-based violation and competence-based violation,and further form the best repair strategy for apology and compensation;Experiments 5 and 6 of Study 3 also adopted these two different game paradigms.Under the conditions of different types of violations and apologies,the victim's forgiveness of the violator's violation,and the threshold of the minimum amount of compensation required by the victim under conditional forgiveness.Finally,the research explores the mechanism of apology and compensation under different violation types.The main conclusions of the study are as follows:1.Exploring a new method of trust cultivation—replacement strengthening method.The study found that the culture effect of the direct intensive group was better than that of the replacement intensive group,and the culture effect of the replacement intensive group was better than that of the control group.In addition,in the trust training stage,there are experimental paradigm effects in the two-person trust game and the six-person public goods game.That is to say,the trust cultivation effect of the two-person trust game paradigm is better than that of the six-person public goods game.Moreover,the trust training effect of the substitution-enhancing group is consistent across experimental scenarios and is not affected by the experimental paradigm.However,the trust training effect of the direct strengthening group will change due to different experimental situations.Therefore,according to Bandura's social learning theory,in the cultivation of trust,compared with direct reinforcement training mode,it is more likely to be affected by space-time constraints and experimental effects.Observation learning and other alternative reinforcement modes are more concise,economical,long-term trust training model.2.Different repair strategies have different repair effects under different experimental paradigms and different trust violation conditions.First,the repair effect of different repair strategies under the integrity-based violation condition is worsethan that under the competence-based violation condition.According to Weiner's attribution theory,victims will be attributed from three aspects: control points,controllability,and stability based on the causes of trust violation.Under the condition of integrity-based violation,when the trustee blame the violator's violation reason to the stable reasons related to personal character such as honesty,morality,etc.,it will reduce the effectiveness of the repair strategy and the trust level of the violator.In the case of competence-based violation,when the trustee blame the violator's violation reason to the person's character,forgiveness may occur,thereby promoting the repair of trust;Second,under the conditions of integrity-based violation and competence-based violation,the combined strategy of economic compensation and apology is superior to the repair effect of individual strategies.In the case of integrity-based violation of the two-person trust game paradigm,the best repair strategy is: apology + full compensation and apology + double compensation;in the case of competence-based violation,the best repair strategy is: apology + double compensation;Under the integrity-based violation condition of the six-person public good game paradigm,the best repair strategy is: apology + double compensation;under the competence-based violation condition,the best repair strategy is: apology +full compensation.Because the trust game may damage the victim's cognitive trust and emotional trust at the same time,the public goods game may only damage the victim's cognitive trust.Therefore,interpersonal trust repair must fully consider the effects of cognitive trust and emotional trust on the effect of trust repair.Only when the victim's cognitive trust and emotional trust are repaired at the same time,the violator's trust repair strategy can have the greatest effect;Third,even if multiple trust repair strategies are adopted,the trust level of the victims behind the trust violation can only be partially repaired and cannot be fully restored to the original trust level.This illustrates the complexity and arduousness of trust repair issues.3.The victim's forgiveness and compensation threshold will vary depending on the type of violation,the method of apology,and the experimental paradigm.First,in the trust game paradigm,the degree of victim's forgiveness is mainly affected by the type of violation,and the forgiveness of the integrity-based violation is lower than that of the competence-based violation.Because integrity-based violation reflects the violator's stable personality and integrity,which may threaten the victim's confidence in their own judgment and individual self-efficacy.Competence-based violation only indicates that the violator's ability and experience to complete the task is insufficient,and this deficiency can be compensated through learning and training.Second,theeffectiveness of the apology method is mainly reflected in the degree of forgiveness of invalid apologies for integrity-based violation.Aspects of effective apology below integrity-based violation.According to Kant's ideas in the broad sense,integrity-based violation is disrespect and offense to the victims,while effective apologies are to compensate and balance such misconducts,which can lead to forgiveness,but invalid apologies do not have this function;third Regardless of the apology method,the critical value of the compensation amount under the competence-based violation condition is lower than the critical value under the integrity-based violation condition.The threshold of compensation amount will be affected by the type of violation,but not by the way of apology.Victims may change the required compensation amount threshold because of the type of violation by the violator,but they will not change the required compensation amount threshold because of the different ways of apology.Under the condition of conditional forgiveness,the median effective apology threshold is 70 for incapable violations,and the median effective apology threshold is100 for incapable violations.The median effective apology threshold for integrity violations is 100.The median invalid apology threshold is 110.Because all the thresholds are around 100,it means that the victims' requirements for financial compensation to the violators generally refer to their own losses,and they can make up for the losses they have suffered.4.There are different experimental paradigm effects in the stages of trust establishment,violation and repair.In the stage of trust cultivation and trust repair,the level of trust in the six-person public good game paradigm is lower than that in the two-person trust game paradigm.This experimental paradigm effect is mainly because in the two-player game,the responsibilities and rights of both parties are relatively clear.In the six-player game,there are many participants and the responsibilities and rights are not clear,and the phenomenon of free-riding is easy to occur.Therefore,the level of trust is generally low different.In the two-person trust game paradigm,nearly60% of the victims choose not to forgive the violators;while in the six-person public good game paradigm,more than 60% of the victims choose to forgive the violators on the premise that they have made up for their losses.This may be related to the different clarification of the responsibilities of the two experimental paradigms.On the other hand,the trust game may damage the victim's economic and emotional dual rights,while the public goods game only harms the victim's economic interests.Significance of the study:Theoretical significance:(1)Expanded the research on trust establishment andcultivation methods in the field of trust repair,explored the effectiveness and expandability of establishing and cultivating trust by alternative and strengthening methods;(2)enriched the apology and The effect of the combined compensation strategy under different trust violation conditions is discussed.The mechanism of the apology and compensation strategy in different situations is discussed.(3)It is proved that there are different experimental paradigm effects in the two-person trust game and the six-person public goods game experiment in the cultivation and restoration phase of trust.Practical significance:(1)To provide a research basis for governance strategies for organizations and departments in managing the crisis of social trust and improving the level of social trust.Organizations and departments can improve the integrity of society by setting an example of social integrity and a model of morality.(2)Provide research basis for organizations and departments to improve interpersonal relationships and management efficiency.From the perspective of management efficiency,organizations and departments should make employees' division of labor reasonable,responsibilities and rights clear,otherwise it will easily lead to employees' low trust and production efficiency.(3)Provide research basis for the establishment and restoration of interpersonal relationships in the field of interpersonal communication.Under the condition of interpersonal trust violation,the violator should adjust the repair strategy according to different situations,make full use of verbal repair strategies(such as apology)and substantial repair strategies(such as financial compensation),and repair the victims' damaged trust relationship from emotional and cognitive aspects.Only when people have mastered the best trust repairing strategies and methods can they cope freely and purposefully in interpersonal communication.