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Journal of Applied Psychology
Article
License: CC BY NC ND
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Academy of Management Proceedings
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Journal of Applied Psychology
Article . 2007 . Peer-reviewed
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Academy of Management Proceedings
Article . 2005 . Peer-reviewed
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Silence speaks volumes: The effectiveness of reticence in comparison to apology and denial for responding to integrity- and competence-based trust violations.

Authors: FERRIN, Donald L.; KIM, Peter H.; COOPER, Cecily D.; DIRKS, Kurt T.;

Silence speaks volumes: The effectiveness of reticence in comparison to apology and denial for responding to integrity- and competence-based trust violations.

Abstract

Prior research on responses to trust violations has focused primarily on the effects of apology and denial. The authors extended this research by studying another type of verbal response that is often used to respond to trust violations but has not been considered in the trust literature: reticence. An accused party may use reticence in a sincere and even legitimate attempt to persuade a trustor to withhold judgment. Yet, by considering information diagnosticity and belief formation mechanisms through which verbal responses influence trust, the authors argue that reticence is a suboptimal response because it combines the least effective elements of apology and denial. Specifically, reticence is a suboptimal response to an integrity violation because, like apology, it fails to address guilt. And reticence is a suboptimal response to a competence violation because, like denial, it fails to signal redemption. Results from 2 laboratory studies, simulating different contexts and using research participants from 2 different countries, provide support for the prediction. The results offer important implications for those who might use reticence to respond to a perceived trust violation and also for those who must judge another's reticence.

Keywords

Adult, Male, Culture, Denial, Psychological, Trust, trust repair, denial, apology, belief formation, Cognition, Surveys and Questionnaires, Social Psychology and Interaction, Humans, Human Resources Management, Nonverbal Communication, Social Behavior, attributions, Verbal Behavior, Organizational Behavior and Theory, reticence, Female, information diagnosticity

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    influence
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    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
243
Top 1%
Top 1%
Top 10%
Green
hybrid