Kurt T. Dirks (Washington University in St. Louis), Peter H. Kim (USC), Cecily D. Cooper (University of Miami), and Donald L. Ferrin (Singapore Management University) explain that despite the importance of trust in work relationships, and the potential for it to be violated, there is surprisingly little research on how trust can be repaired.
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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
Donald L. Ferrin (Singapore Management University), Peter H. Kim (USC), Cecily D. Cooper (University of Miami), and Kurt T. Dirks (Washington University in St. Louis) Prior research on responses to trust violations has focused primarily on the effects of apology and denial. We extend 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.
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