In this part we specifically focus on the topic of trust breach and its repair to draw attention to work on this particular aspect of trust. These three chapters are designed to have resonance in terms of the concerns and issues raised through the violation of trust and thus the potential for its repair. We begin this part with Peter H. Kim’s review of interpersonal trust repair. His approach identifies the major advances in the literature on trust and its repair, looking at the twin concerns of conceptualizations and influences, and then considering implications. The dynamic approach to this study is a critical matter with the importance of considering perspectives of both perpetrator and victim. He also considers the role of situational factors in transgressions before outlining an agenda for further work. This chapter links to many others, including Chapter 5 by Lyu and Ferrin, and Chapter 17 by Bies and colleagues’ is also of relevance. Some of the foundation chapters, most notably Chapter 1 by van Knippenberg, Chapter 2 by Korsgaard and Chapter 4 by Sitkin and Bijlsma-Frankema would also be of use to those interested in this aspect of trust. Readers might also like to consider it alongside much of the levels of analysis and theories section, including Chapter 8 by Fulmer, Chapter 9 by Baer and Colquitt, Chapter 10 by Lind, Chapter 11 by Coyle-Shapiro and Diehl and Chapter 14 by Tomlinson. Key contexts might also emerge as signifcant, and so Part V in this book might be of use, too.
Nicole Gillespie and Sabina Siebert reflect on trust repair but from the organizational level of analysis. They look at problem specificity for this level of analysis and then distinguish between trust failures and trust repair considering the distinct nature and processes for interpersonal and organizational level repair. They consider different conceptual frameworks and models pertaining to organizational trust repair, and review selected relevant empirical studies. This chapter identifies and discusses the ontological and epistemological approaches that dominate the literature, and makes a case for more critical and radical perspectives that can deepen and extend our understanding.
We conclude this part with a chapter that takes a distinct view on trust repair by focusing on the issue of forgiveness in organizational settings. Robert J. Bies, Laurie J. Barclay, Maria F. Saldanha, Adam A. Kay and Thomas M. Tripp explore both trust and distrust to consider their distinct roles in enabling and shaping the possibility of forgiveness. They identify contexts in which the levels of distrust might not make this possible. This is a topic that Cherry (2012) has also considered in his book, which is critical of formal processes of forgiveness. It is would be valuable for those interested in this matter to ensure they also read Chapter 4 by Sitkin and Bijlsma-Frankema, along with Chapter 1 by van Knippenberg and Chapter 2 by Korsgaard. Bies and colleagues examine whether forgiveness can serve as a contextual factor that might promote the restoration of trust, drawing on literature from a wider array of areas, including peace and reconciliation, and divinity. Importantly this chapter considers alternatives to forgiveness that draw on the more extensive conflict management literature.
Cherry, S. (2012). Healing agony: Re-imagining forgiveness. London: Continuum.