We Can't Go on Together with Suspicious Minds: Forecasting Errors in Evaluating the Appreciation of Denials

28 Pages Posted: 10 Jun 2019

See all articles by Chris Reinders Folmer

Chris Reinders Folmer

University of Amsterdam - Faculty of Law

David De Cremer

University of Cambridge - Judge Business School

Maarten Johannes Jacobus Wubben

affiliation not provided to SSRN

Madan Pillutla

London Business School

Marius Van Dijke

affiliation not provided to SSRN

Date Written: June 6, 2014

Abstract

In light of public examples of false denials, it is unsurprising that people’s beliefs about denials often are negative. However, inconsistent with such beliefs, denials often are sincere, and can facilitate trust repair. We illuminate this mismatch by examining whether forecasting errors exist in people’s responses to denials. In two experimental studies, we reveal that people who actually received a denial after a possible transgression (a) were less suspicious, and experienced greater trust, and (b) displayed more trusting behavior than people who imagined receiving a denial. These results suggest that people underestimate the effectiveness of denials in the reconciliation process.

Keywords: denial, forecasting error, trust, social accounts, apology

Suggested Citation

Reinders Folmer, Chris and De Cremer, David and Wubben, Maarten Johannes Jacobus and Pillutla, Madan and Van Dijke, Marius, We Can't Go on Together with Suspicious Minds: Forecasting Errors in Evaluating the Appreciation of Denials (June 6, 2014). Available at SSRN: https://ssrn.com/abstract=3393342 or http://dx.doi.org/10.2139/ssrn.3393342

Chris Reinders Folmer (Contact Author)

University of Amsterdam - Faculty of Law ( email )

Amsterdam, 1018 WB
Netherlands

David De Cremer

University of Cambridge - Judge Business School ( email )

Trumpington Street
Cambridge, CB2 1AG
United Kingdom

Maarten Johannes Jacobus Wubben

affiliation not provided to SSRN

Madan Pillutla

London Business School ( email )

Sussex Place
Regent's Park
London, London NW1 4SA
United Kingdom

Marius Van Dijke

affiliation not provided to SSRN

No Address Available

Register to save articles to
your library

Register

Paper statistics

Downloads
3
Abstract Views
78
PlumX Metrics