Promises and Lies: Restoring Violated Trust

40 Pages Posted: 5 Apr 2004

See all articles by Maurice E. Schweitzer

Maurice E. Schweitzer

University of Pennsylvania - Operations & Information Management Department

John C. Hershey

University of Pennsylvania - Operations & Information Management Department

Eric Bradlow

University of Pennsylvania - Marketing Department

Date Written: March 2004

Abstract

Trust is critical for effective management, yet trust violations in organizations are common. Prior work has often assumed trust to be fragile - easily broken and difficult to repair. We investigate this proposition and find that trust harmed by untrustworthy behavior can be effectively restored. Trust harmed by the same untrustworthy actions and deception, however, never fully recovers - even when deceived participants receive a promise, an apology, and a series of trustworthy actions.

Keywords: Trust, deception, trust recovery

Suggested Citation

Schweitzer, Maurice E. and Hershey, John C. and Bradlow, Eric, Promises and Lies: Restoring Violated Trust (March 2004). Available at SSRN: https://ssrn.com/abstract=524782 or http://dx.doi.org/10.2139/ssrn.524782

Maurice E. Schweitzer (Contact Author)

University of Pennsylvania - Operations & Information Management Department ( email )

Philadelphia, PA 19104
United States
215-898-4776 (Phone)
215-898-3664 (Fax)

John C. Hershey

University of Pennsylvania - Operations & Information Management Department ( email )

Philadelphia, PA 19104
United States

Eric Bradlow

University of Pennsylvania - Marketing Department ( email )

700 Jon M. Huntsman Hall
3730 Walnut Street
Philadelphia, PA 19104-6340
United States
215-898-8255 (Phone)

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