Follower reactions to leader trust violations: A grounded theory of violation types, likelihood of recovery, and recovery process

Steven Grover, Markus Hasel, Caroline Manville () and Carolina Serrano-Archimi ()
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Caroline Manville: TSM - Toulouse School of Management Research - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse - CNRS - Centre National de la Recherche Scientifique - TSM - Toulouse School of Management - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse
Carolina Serrano-Archimi: AMU IAE - Institut d'Administration des Entreprises (IAE) - Aix-en-Provence - AMU - Aix Marseille Université

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Abstract: This paper explores how trust is violated and restored in the leader–follower relationship by analyzing rich stories in everyday trust violation situations. The results suggest a dichotomy of how violations affect trust and its propensity for repair. Recoverable violations are common occurrences from which trust can be recovered, although repeated instances of this type can destroy trust beyond recovery. The process of recovery involves leaders first openly discussing the violation(s) and then providing plans to avoid future violations. Conversely, irrecoverable trust violations destroy trust to such a degree that it cannot be restored and followers withdraw from the relationship. The study advances our understanding of trust violations by showing that recoverable violations include violations based on integrity, competence, and benevolence. Additionally, the typology of trust violations in these unique relationships promotes further investigation.

Keywords: Leaders; Followers; Trust violation; Trust recovery; Relationships (search for similar items in EconPapers)
Date: 2014-10-01
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Citations: View citations in EconPapers (10)

Published in European Management Journal, 2014, 32 (5), pp.689 - 702. ⟨10.1016/j.emj.2014.01.002⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01796413

DOI: 10.1016/j.emj.2014.01.002

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