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Denial outperforms ...
Denial outperforms apology in repairing organizational trust despite strong evidence of guilt
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- Fuoli, Matteo (author)
- Lund University,Lunds universitet,Språk, Kognition och Discourse@Lund (SKD@L),Forskargrupper vid Lunds universitet,Engelska,Avdelningen för engelska,Sektion 4,Språk- och litteraturcentrum,Institutioner,Humanistiska och teologiska fakulteterna,Language, Cognition and Discourse@Lund (LCD@L),Lund University Research Groups,English Studies,Division of English Studies,Section 4,Centre for Languages and Literature,Departments,Joint Faculties of Humanities and Theology
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- van de Weijer, Joost (author)
- Lund University,Lunds universitet,Språkinlärning,Forskargrupper vid Lunds universitet,Humanistlaboratoriet,Fakultetsgemensamma verksamheter,Humanistiska och teologiska fakulteterna,Allmän språkvetenskap,Avdelningen för lingvistik och kognitiv semiotik,Sektion 6,Språk- och litteraturcentrum,Institutioner,Language Acquisition,Lund University Research Groups,Lund University Humanities Lab,Units,Joint Faculties of Humanities and Theology,General Linguistics,Division of Linguistics and Cognitive Semiotics,Section 6,Centre for Languages and Literature,Departments
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- Paradis, Carita (author)
- Lund University,Lunds universitet,Språk, Kognition och Discourse@Lund (SKD@L),Forskargrupper vid Lunds universitet,Engelska,Avdelningen för engelska,Sektion 4,Språk- och litteraturcentrum,Institutioner,Humanistiska och teologiska fakulteterna,Language, Cognition and Discourse@Lund (LCD@L),Lund University Research Groups,English Studies,Division of English Studies,Section 4,Centre for Languages and Literature,Departments,Joint Faculties of Humanities and Theology
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(creator_code:org_t)
- Elsevier BV, 2017
- 2017
- English.
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In: Public Relations Review. - : Elsevier BV. - 0363-8111. ; 43:4, s. 645-660
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Abstract
Subject headings
Close
- Previous work in the areas of organizational trust repair and crisis communication has provided conflicting answers to the question of whether denial can be more effective than apology in repairing stakeholder trust in a company following an integrity-based violation. This article reportsthe results of an experiment designed to (i) test the effects of these two strategies on individuals’ trust in a company accused of corruption, and (ii) determine whether and how evidence of the company’s guilt influences stakeholder reactions to its trust repair message. The results demonstrate that, when evidence against the company is weak, trust is restored moresuccessfully with a denial than an apology. Contrary to our hypothesis, denial was found to outperform apology in repairing perceptions of the company’s integrity and benevolence even in the face of strong evidence, and it was as effective as apology in restoring perceived ability and trusting intentions. These results provide empirical evidence for the ‘paradoxical effect’ that anopen and honest attitude can, in the short term, be more detrimental to organizations than a defensive strategy. More research on the factors that determine the credibility and persuasiveness of corporate denial is called for.
Subject headings
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Kommunikationsvetenskap (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Communication Studies (hsv//eng)
Keyword
- Organizational trust repair strategies
Publication and Content Type
- art (subject category)
- ref (subject category)
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