Purpose

This paper aims to investigate how the reparative efforts of extensive apologies, compensation and structural change affect trust after a violation has occurred. Specifically, this paper presents a cognitive process model positing that voluntary reparative efforts will shape the victim’s stability attributions for the cause of the violation such that it will be deemed less stable (i.e. unlikely to recur); as a result, the victim is more likely to perceive the transgressor as being fair, and hence extend subsequent trust.

Design/methodology/approach

Two experiments were conducted to test the cognitive process model.

Findings

The results of both experiments supported this predicted sequence for extensive apologies. Support for the predicted sequence was also found when compensation and structural change are invoked as reparative efforts.

Originality/value

This research has theoretical and practical implications for a more nuanced understanding of how causal attribution theory and organizational justice theory can be integrated within the context of trust repair.

中文翻译：

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信任修复的认知过程模型

目的

本文旨在调查在发生违法行为后，广泛的道歉，补偿和结构性变化的修复工作如何影响信任。具体而言，本文提出了一种认知过程模型，该模型假定自愿赔偿工作将影响受害者对侵权原因的稳定性归属，从而使其被认为不太稳定（即不太可能再次发生）；结果，受害人更有可能认为违法者是公平的，因此扩展了以后的信任。

设计/方法/方法

进行了两个实验以测试认知过程模型。

发现

两项实验的结果均支持该预测的序列，以进行广泛的道歉。当进行补偿和结构变更作为修复工作时，也发现了对预测顺序的支持。

创意/价值

这项研究具有理论和实践意义，有助于更深入地理解因果归因理论和组织公正理论如何在信任修复的背景下整合。