The Influence Of Apology And Economic Compensation On Trust Repair Under Different Types Of Trust Violation

As an important field of research,trust repair has gradually received the attention from the academic community and also achieved some fruitful results in recent years.In our daily life,however,trust is often a fragile thing,and much easier to be destroyed.Studies have shown that the destroyed trust would generate a series of negative effects,which can be not conducive to the orderly development of individuals or organizations.Therefore,it is very necessary to take measures and timely repair the broken trust.The trust repair strategy usually can be divided into two types,including the speech repair and the substantial repair.According to the existing research results,it can be found that most of the researches only involve a single repair strategy,while lack the comparative studies on the two repair strategies.Taking the apology and economic compensation as two means of implementing the trust repair,this paper mainly explores the impact of the above two trust repair strategies based on the above repair effect.In addition,based on the existing research results,the trust violation usually can also be divided into two types,that is the integrity-based violation and competence-based violation.However,there are limited research contents related to the trust violation when exploring the impact and role of the two strategies.Therefore,through analyzing the performance of the two trust violations in the two experiments,this paper explores the effects of trust repair respectively generated by the apology and economic compensation.Experiment 1 adopts 2(whether having the apology: an apology,without apology)× 2(whether having the economic compensation: the compensation,without compensation)between-subjects design to analyze the trust repair effect of the two repair methods under the competence-based violation.The experiment design is the same as the Experiment 1.According to the results of Experiment 1,the main effects of the two trust repair methods can be very significant in the case of competence-based trust violation.At the same time,it also reveal the the significant interaction between the apology and economic compensation.Based on the results of the simple main effect analysis in the direction of apology,economic compensation can be better than no economic compensation in the absence of apology,while there is no significant difference between having or not the economic compensation in the apology situation.Moreover,according to the simple main effect analysis inthe direction of economic compensation,it can be reveled that shows the apology can be better than no apology under the condition of no economic compensation,but there is no obvious difference between having or not an apology under the existing economic compensation.In the case of integrity-based trust violation,both apology and economic compensation can generate the effective results.In addition,the interaction between apology and economic compensation can also be very significant.Through the simple main effect analysis in the direction of the apology,economic compensation is better than no economic compensation in the absence of apology,but there is no significant difference between having or not having the economic compensation under the apology condition.What's more,the simple main effect analysis in the direction of economic compensation can reveal an apology is always better than no apology without the corresponding economic compensation.The paper draws the following preliminary conclusions:(1)Both the apology and economic compensation method can realize the effective trust repair in the case of competence-based violation,but the repair effect between the two is almost the same.(2)In the case of integrity-based trust violation,both the apology and economic compensation method can realize the effective trust repair,and there is no significant difference in the repair effects between the two.This research can help people clearly clarify the impact and function of the apology and economic compensation repair methods,as well as their repair effects and their differences under the various trust violations.Thus,they can take the targeted trust repair methods according to different situations,and timely use the effective repair strategies to achieve efficient trust repair,and also continue to improve their positive efficacy in practice.Firstly,it should be recognized the unavoidable trust violation at the beginning of communication,which can severely test the trust between people or organizations and also generate a series of negative effects,thus being not conducive to the orderly development of individuals and organizations,and even causing different degrees of damages.Secondly,after the related trust violations,it is very necessary to timely express a sincere apology or give the economic compensation to repair the damaged trust relationship.Finally,there is no significant difference between giving an apology on the basis of economic compensation,and using apology or economic compensation alone.However,it is still very necessary to understand the implications and take the target strategies for different scenarios and different people,in order to better repair and maintain the trust relationship.