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Cited by 465

The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.

How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness

Xie, Yi, Peng, Siqing·2009·Psychology & Marketing
DOI 10.1002/mar.20289
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Abstract

The purpose of the comprehensive model presented here is to explain the underlying mechanism by which corporations can repair customer trust after negative publicity. The study sets out to examine corporate informational, affective, and functional initiatives managers take to influence three trustworthiness factors—competence, benevolence, and integrity—and to elicit forgiveness. A scenario‐based experiment conducted to test the conceptual model found support for most hypotheses. According to the results, rebuilding a trustworthy image and earning consumer forgiveness are crucial steps in repairing consumer trust. A clear pattern of influential factors for different trustworthiness aspects was found, indicating that affective initiatives are the most effective strategy in shaping a corporate image of integrity and benevolence, and that providing sufficient information is a key activity for enhancing consumers' judgment about the firm's competence. © 2009 Wiley Periodicals, Inc.

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Metadata

Authors
Xie, Y., & Peng, S.
Venue
Psychology & Marketing
Publisher
Wiley
Published
2009-06-09
Volume
26
Issue
7
Pages
572-589
ISSN
  • 0742-6046 (ISSN-L)
  • 1520-6793
DOI
10.1002/mar.20289
OpenAlex
W2132351260
Cited by
465
References
11
FWCI
20.23
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness. https://app.cochat.ai/papers/10.1002/mar.20289
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Xie, Y., & Peng, S. (2009). How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness. Psychology & Marketing. https://doi.org/10.1002/mar.20289

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.