The impact of post-apology behavioral consistency on victim's forgiveness intention: A study of trust violation among coworkers

Journal of Applied Social Psychology

Volumn 41, Issue 5, 2011, Pages 1214-1236

  Hui, C Harry ^a   Lau, Felicia L Y ^a   Tsang, Karina L C ^a   Pak, S Tess ^a  

^a UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79956160237     PISSN: 00219029     EISSN: 15591816     Source Type: Journal    
DOI: 10.1111/j.1559-1816.2011.00754.x     Document Type: Article

References (49)

1. Allan, A., Allan, M. M., Kaminer, D., & Stein, D. J. (2006). Exploration of the association between apology and forgiveness amongst victims of human rights violations. Behavioral Sciences and the Law, 24, 87-102.
2. Aquino, K., Grover, S. L., Goldman, B., & Folger, R. (2003). When push doesn't come to shove: Interpersonal forgiveness in workplace relationships. Journal of Management Inquiry, 12, 209-216.
3. Bachman, G. F., & Guerrero, L. K. (2006). Relational quality and communicative responses following hurtful events in dating relationships: An expectancy violations analysis. Journal of Social and Personal Relationships, 23, 943-963.
4. Baumeister, R. F., Stillwell, A. M., & Heatherton, T. F. (1995). Personal narratives about guilt: Role in action control and interpersonal relationships. Basic and Applied Social Psychology, 17, 173-198.
5. Bies, R. J., & Tripp, T. M. (1996). Beyond distrust: "Getting even" and the need for revenge. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 246-260). Thousand Oaks, CA: Sage.
6. Bottom, W. P., Gibson, K., Daniels, S. E., & Murnighan, J. K. (2002). When talk is not cheap: Substantive penance and expressions of intent in rebuilding cooperation. Organization Science, 13, 497-513.
7. Brown, R. P. (2004). Vengeance is mine: Narcissism, vengeance, and the tendency to forgive. Journal of Research in Personality, 38, 576-584.
8. Cameron, K. S., Bright, D., & Caza, A. (2004). Exploring the relationships between organizational virtuousness and performance. American Behavioral Scientist, 47, 766-790.
9. Cummings, L. L., & Bromiley, P. (1996). The Organizational Trust Inventory (OTI): Development and validation. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontier of theory and research. (pp. 302-329). Thousand Oaks, CA: Sage.
10. Darby, B. W., & Schlenker, B. R. (1982). Children's reactions to apologies. Journal of Personality and Social Psychology, 43, 742-753.
11. Enright, R. D., Freedman, S., & Rique, J. (1998). The psychology of interpersonal forgiveness. In R. D. Enright & J. North (Eds.), Exploring forgiveness (pp. 46-62). Madison, WI: University of Wisconsin Press.
12. Exline, J. J., & Fisher, M. L. (2006). Self-forgiveness versus excusing: The roles of remorse, effort, and acceptance of responsibility. Self and Identity, 5, 127-146.
13. Fincham, F. D., Paleari, G., & Regalia, C. (2002). Forgiveness in marriage: The role of relationship quality, attributions, and empathy. Personal Relationships, 9, 27-37.
14. Finkel, E. J., Rusbult, C. E., Kumashiro, M., & Hannon, P. A. (2002). Dealing with betrayal in close relationships: Does commitment promote forgiveness? Journal of Personality and Social Psychology, 82, 956-974.
15. Frantz, C. M., & Bennigson, C. (2005). Better late than early: The influence of timing on apology effectiveness. Journal of Experimental Social Psychology, 41, 201-207.
16. Fu, H., Watkins, D., & Hui, E. K. P. (2004). Personality correlates of the disposition towards interpersonal forgiveness: A Chinese perspective. International Journal of Psychology, 39, 305-316.
17. Fukuno, M., & Ohbuchi, K.-I. (1998). How effective are different accounts of harm-doing in softening victims' reactions? A scenario investigation of the effects of severity, relationship, and culture. Asian Journal of Social Psychology, 1, 167-178.
18. Gill, K. (2000). The moral functions of an apology. Philosophical Forum, 31, 11-27.
19. Girard, M., & Mullet, E. (1997). Propensity to forgive in adolescents, young adults, older adults, and elderly people. Journal of Adult Development, 4, 209-220.
20. Girard, M., Mullet, E., & Callahan, S. (2002). The mathematics of forgiveness. American Journal of Psychology, 115, 351-375.
21. Hui, E. K. P., Watkins, D., Wong, T. N. Y., & Sun, R. C. F. (2006). Religion and forgiveness from a Hong Kong Chinese perspective. Pastoral Psychology, 55, 183-195.
22. Karremans, J. C., Van Lange, P. A. M., Ouwerkerk, J. W., & Kluwer, E. S. (2003). When forgiving enhances psychological well-being: The role of interpersonal commitment. Journal of Personality and Social Psychology, 84, 1011-1026.
23. Kim, P., Dirks, K., Cooper, C., & Ferrin, D. (2006). When more blame is better than less: The implications of internal vs. external attributions for the repair of trust after a competence- vs. integrity-based trust violation. Organizational Behavior and Human Decision Process, 99, 49-65.
24. Kim, P., Ferrin, D., Cooper, C., & Dirks, K. (2004). Removing the shadow of suspicion: The effects of apology versus denial for repairing competence-versus integrity-based trust violations. Journal of Applied Psychology, 89, 104-118.
25. Kurzynski, M. J. (1998). The virtue of forgiveness as a human resource strategy. Journal of Business Ethics, 17, 77-85.
26. Lazare, A. (2004). On apology. New York: Oxford University Press.
27. Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92, 475-489.
28. Maltby, J., Day, L., & Barber, L. (2004). Forgiveness and mental health variables: Interpreting the relationship using an adaptational-continuum model of personality and coping. Personality and Individual Differences, 37, 1629-1641.
29. McCullough, M. E., Bellah, C. G., Kilpatrick, S. D., & Johnson, J. L. (2001). Vengefulness: Relationships with forgiveness, rumination, well-being, and the Big Five. Personality and Social Psychology Bulletin, 27, 601-610.
30. McCullough, M. E., Bono, G., & Root, L. M. (2005). Religion and forgiveness. In R. F. Paloutzian & C. L. Park (Eds.), Handbook of the psychology of religion and spirituality (pp. 394-411). New York: Guilford.
31. McCullough, M. E., Fincham, F. D., & Tsang, J. (2003). Forgiveness, forbearance, and time: The temporal unfolding of transgression-related interpersonal motivations. Journal of Personality and Social Psychology, 84, 540-557.
32. McCullough, M. E., Pargament, K. I., & Thoresen, C. E. (Eds.). (2000). Forgiveness: Theory, research, and practice. New York: Guilford.
33. McCullough, M. E., Rachal, K. C., Sandage, S. J., Worthington, E. L., Jr., Brown, S. W., & Hight, T. L. (1998). Interpersonal forgiving in close relationships. II: Theoretical elaboration and measurement. Journal of Personality and Social Psychology, 75, 1586-1603.
34. McCullough, M. E., Worthington, E. L., & Rachal, K. C. (1997). Interpersonal forgiving in close relationships. Journal of Personality and Social Psychology, 73, 321-336.
35. Paz, R., Neto, F., & Mullet, E. (2008). Forgiveness: A China-Western Europe comparison. The Journal of Psychology, 142, 147-157.
36. Shaw, J. C., Wild, E., & Colquitt, J. A. (2003). To justify or excuse? A meta-analytic review of the effects of explanations. Journal of Applied Psychology, 88, 444-458.
37. Slovic, P. (1993). Perceived risk, trust, and democracy. Risk Analysis, 13, 675-682.
38. Struthers, C. W., Dupuis, R., & Eaton, J. (2005). Promoting forgiveness among co-workers following a workplace transgression: The effects of social motivation training. Canadian Journal of Behavioural Science, 37, 299-308.
39. Struthers, C. W., Eaton, J., Santelli, A. G., Uchiyama, M., & Shirvani, N. (2008). The effects of attributions of intent and apology on forgiveness: When saying sorry may not help the story. Journal of Experimental Social Psychology, 44, 983-992.
40. Suwartono, C., Prawasti, C. Y., & Mullet, E. (2007). Effect of culture on forgivingness: A Southern Asia-Western Europe comparison. Personality and Individual Differences, 42, 513-523.
41. Tavuchis, N. (1991). Mea culpa: A sociology of apology and reconciliation. Stanford, CA: Stanford University Press.
42. Thompson, L. Y., Snyder, C. R., Hoffman, L., Michael, S. T., Rasmussen, H. N., Billings, L. S., etal. (2005). Dispositional forgiveness of self, others, and situations. Journal of Personality, 73, 313-360.
43. Tomlinson, E. C., Dineen, B. R., & Lewicki, R. J. (2004). The road to reconciliation: Antecedents of victim willingness to reconcile following a broken promise. Journal of Management, 30, 165-187.
44. Wade, N. G., & Worthington, E. L., Jr. (2005). In search of a common core: A content analysis of interventions to promote forgiveness. Psychotherapy: Theory, Research, Practice, Training, 42, 160-177.
45. Weiner, B., Graham, S., Peter, O., & Zmuidinas, M. (1991). Public confession and forgiveness. Journal of Personality, 59, 281-312.
46. Wohl, M. J. A., & McGrath, A. L. (2007). The perception of time heals all wounds: Temporal distance affects willingness to forgive following an interpersonal transgression. Personality and Social Psychology Bulletin, 33, 1023-1035.
47. Worthington, E. L. (Ed.). (2005). Handbook of forgiveness. New York: Routledge.
48. Worthington, E. L., Kurusu, T. A., Collins, W., Berry, J. W., Ripley, J. S., & Baier, S. N. (2000). Forgiving usually takes time: A lesson learned by studying interventions to promote forgiveness. Journal of Psychology and Theology, 28, 3-20.
49. Zechmeister, J. S., Garcia, S., Romero, C., & Vas, S. N. (2004). Don't apologize unless you mean it: A laboratory investigation of forgiveness and retaliation. Journal of Social and Clinical Psychology, 23, 532-564.