Trust Repair

Lewicki, Roy J.; Brinsfield, Chad

doi:10.1146/annurev-orgpsych-032516-113147

Cited by 209Forgiveness and Related BehaviorsCustomer Service Quality and LoyaltyJob Satisfaction and Organizational Behavior

Trust Repair

Lewicki, Roy J., Brinsfield, Chad·2017·Annual Review of Organizational Psychology and Organizational Behavior

DOI 10.1146/annurev-orgpsych-032516-113147

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Abstract

Trust is critical for building and maintaining relationships and for effectively working together. When trust is broken, it has serious consequences for both individuals and organizations. In this review we examine the research on how to repair broken trust. We begin by defining trust, how it is broken, how the actor's violation is attributed, and what it means to repair it. We then discuss two dominant trust repair strategies: short-term and long-term. Short-term strategies include verbal statements such as excuses, apologies, and denials, and compensatory arrangements such as repayment for a loss. Longer-term strategies include structural rearrangements of the relationship (e.g., contracts, monitoring), reframing the violation (e.g., attempts to shift blame, mitigate perceptions of harm), granting forgiveness, and remaining silent. Lastly, we discuss concerns for the future of trust research such as construct clarity, measurement, and contextual considerations.

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The impact of human-like repair strategies on a user's decision to continue using the system may be limited, especially when enacted by a non-human agent.
“Their impact on a user's decision to continue using the system may be limited, especially when enacted by a non-human agent (Lewicki & Brinsfield, 2017;Sharma et al., 2023).”
From Explainability in AI: Comparing Human-Like and System-Like Trust Repair Strategies (2026) · cites this paper as Lewicki & Brinsfield, 2017

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Oliveira, N., & Lumineau, F. (2018) · Journal of Management · doi:10.1177/0149206318804027 · Cited by 236 · see citing works
Trust Within the Workplace: A Review of Two Waves of Research and a Glimpse of the Third
Dirks, K. T., & Jong, B. A. D. (2021) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-012420-083025 · Cited by 201 · see citing works
Strategies for building and managing ‘trust’ to enable knowledge exchange at the interface of environmental science and policy
Cvitanovic, C., Shellock, R., Mackay, M., van Putten, I. E., Karcher, D. B., Dickey‐Collas, M., & Ballesteros, M. (2021) · Environmental Science & Policy · doi:10.1016/j.envsci.2021.05.020 · Cited by 187 · see citing works
Preserving Organizational Trust During Disruption
Gustafsson, S., Gillespie, N. A., Searle, R., Hailey, V. H., & Dietz, G. (2020) · Organization Studies · doi:10.1177/0170840620912705 · Cited by 153 · see citing works
The Shame of It All: A Review of Shame in Organizational Life
Daniels, M., & Robinson, S. L. (2019) · Journal of Management · doi:10.1177/0149206318817604 · Cited by 121 · see citing works
How Can It Be Made Right Again? A Review of Trust Repair Research
Sharma, K., Schoorman, F. D., & Ballinger, G. A. (2023) · Journal of Management · doi:10.1177/01492063221089897 · Cited by 117 · see citing works
Employee trust repair: A systematic review of 20 years of empirical research and future research directions
Kähkönen, T., Blomqvist, K., Gillespie, N. A., & Vanhala, M. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.03.019 · Cited by 111 · see citing works
A signaling theory approach to relationship recovery
Kharouf, H., Lund, D. J., Krallman, A., & Pullig, C. (2020) · European Journal of Marketing · doi:10.1108/ejm-10-2019-0751 · Cited by 101 · see citing works
Three Strikes and you are out!: The impacts of multiple human–robot trust violations and repairs on robot trustworthiness
Esterwood, C., & Jr, L. P. R. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2023.107658 · Cited by 98 · see citing works
Trust theory and customer services research: theoretical review and synthesis
Isaeva, N., Gruenewald, K., & Saunders, M. N. K. (2020) · Service Industries Journal · doi:10.1080/02642069.2020.1779225 · Cited by 95 · see citing works
Embracing Complexity: A Review of Negotiation Research
Boothby, E. J., Cooney, G., & Schweitzer, M. E. (2022) · Annual Review of Psychology · doi:10.1146/annurev-psych-033020-014116 · Cited by 95 · see citing works
Gradual Drifts, Abrupt Shocks: From Relationship Fractures to Relational Resilience
Olekalns, M., Caza, B. B., & Vogus, T. J. (2019) · Academy of Management Annals · doi:10.5465/annals.2017.0111 · Cited by 84 · see citing works
Do You Still Trust Me? Human-Robot Trust Repair Strategies
Esterwood, C., & Robert, L. P. (2021) · 2021 30th IEEE International Conference on Robot & Human Interactive Communication (RO-MAN) · doi:10.1109/ro-man50785.2021.9515365 · Cited by 75 · see citing works
“Sorry, it was my fault”: Repairing trust in human-robot interactions
Zhang, X., Lee, S. K., Kim, W., & Hahn, S. (2023) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2023.103031 · Cited by 62 · see citing works
A Literature Review of Trust Repair in HRI
Esterwood, C. T., & Robert, L. (2022) · IEEE RO-MAN · doi:10.1109/ro-man53752.2022.9900667 · Cited by 61 · see citing works
Nonprofit Scandals: A Systematic Review and Conceptual Framework
Chapman, C. M., Hornsey, M. J., Gillespie, N. A., & Lockey, S. (2022) · Nonprofit and Voluntary Sector Quarterly · doi:10.1177/08997640221129541 · Cited by 58 · see citing works
The theory of mind and human–robot trust repair
Esterwood, C. T., & Robert, L. (2023) · Scientific Reports · doi:10.1038/s41598-023-37032-0 · Cited by 58 · see citing works
Orchestrating coordination among humanitarian organizations
Rüsch, L., Tarakci, M., Besiou, M., & Quaquebeke, N. V. (2022) · Production and Operations Management · doi:10.1111/poms.13660 · Cited by 56 · see citing works
Effect of automation failure type on trust development in driving automation systems
Mishler, S., & Chen, J. (2022) · Applied Ergonomics · doi:10.1016/j.apergo.2022.103913 · Cited by 54 · see citing works
Artificial agents’ explainability to support trust: considerations on timing and context
Papagni, G., de Pagter, J., Zafari, S., Filzmoser, M., & Koeszegi, S. T. (2023) · AI & SOCIETY · doi:10.1007/s00146-022-01462-7 · Cited by 52 · see citing works
When the automated driving system fails: Dynamics of public responses to automated vehicles
Xu, Z., Jiang, Z., Wang, G., Wang, R., Li, T., Liu, J., Zhang, Y., & Liu, P. (2021) · Transportation Research Part C Emerging Technologies · doi:10.1016/j.trc.2021.103271 · Cited by 49 · see citing works
Leader-follower transgressions, relationship repair strategies and outcomes: A state-of-the-science review and a way forward
Epitropaki, O., Radulovic, A. B., Ete, Z., Thomas, G., & Martin, R. (2020) · The Leadership Quarterly · doi:10.1016/j.leaqua.2019.101376 · Cited by 42 · see citing works
Understanding the processes of trust and distrust contagion in Human–AI Teams: A qualitative approach
Duan, W., Zhou, S., Scalia, M. J., Freeman, G., Gorman, J. C., Tolston, M. T., McNeese, N. J., & Funke, G. J. (2025) · Computers in Human Behavior · doi:10.1016/j.chb.2025.108560 · Cited by 41 · see citing works
At the Heart of Trust: Understanding the Integral Relationship Between Emotion and Trust
Lee, J. I., Dirks, K. T., & Campagna, R. L. (2022) · Group & Organization Management · doi:10.1177/10596011221118499 · Cited by 40 · see citing works
Integrating focal vulnerability into trust research
Hamm, J. A., Möllering, G., & Darcy, K. M. (2024) · Journal of Trust Research · doi:10.1080/21515581.2024.2375802 · Cited by 40 · see citing works
Having the Right Attitude: How Attitude Impacts Trust Repair in Human—Robot Interaction
Esterwood, C., & Robert, L. P. (2022) · 2022 17th ACM/IEEE International Conference on Human-Robot Interaction (HRI) · doi:10.1109/hri53351.2022.9889535 · Cited by 36 · see citing works
The Impact of Green Brand Crises on Green Brand Trust: An Empirical Study
Li, G., & Sun, X. (2022) · Sustainability · doi:10.3390/su14020611 · Cited by 35 · see citing works
Trust Development and Repair in AI-Assisted Decision-Making during Complementary Expertise
Pareek, S., Velloso, E., & Gonçalves, J. (2024) · ACM Conference on Fairness, Accountability, and Transparency (FAccT) · doi:10.1145/3630106.3658924 · Cited by 34 · see citing works
Cognitive Flexibility Matters: The Role of Multilevel Positive Affect and Cognitive Flexibility in Shaping Victims’ Cooperative and Uncooperative Behavioral Responses to Trust Violations
Williams, M., Belkin, L. Y., & Chen, C. C. (2020) · Group & Organization Management · doi:10.1177/1059601120911224 · Cited by 32 · see citing works
Investigating the Effects of (Empty) Promises on Human-Automation Interaction and Trust Repair
Albayram, Y., Jensen, T., Khan, M. M. H., Fahim, M. A. A., Buck, R., & Coman, E. (2020) · Proceedings of the 8th International Conference on Human-Agent Interaction · doi:10.1145/3406499.3415064 · Cited by 31 · see citing works
Adopting information systems at work: a longitudinal examination of trust dynamics, antecedents, and outcomes
Müller, L. S., Nohe, C., Reiners, S., Becker, J., & Hertel, G. (2023) · Behaviour and Information Technology · doi:10.1080/0144929x.2023.2196598 · Cited by 31 · see citing works
Denial and Empathy: Partners in Employee Trust Repair?
Bagdasarov, Z., Connelly, S., & Johnson, J. F. (2019) · Frontiers in Psychology · doi:10.3389/fpsyg.2019.00019 · Cited by 30 · see citing works
Trust in Human-Agent Teams: A Multilevel Perspective and Future Research Agenda
Wildman, J. L., Nguyen, D., Thayer, A. L., Robbins-Roth, V. T., Carroll, M. B., Carmody, K., Ficke, C., Akib, M., & Addis, A. (2024) · Organizational Psychology Review · doi:10.1177/20413866241253278 · Cited by 29 · see citing works
Remote work during the COVID-19 pandemic: identification of working life impacts, employees’ data protection abilities and trust outcomes
Kähkönen, T. (2023) · Journal of Organizational Change Management · doi:10.1108/jocm-06-2022-0179 · Cited by 29 · see citing works
The Apple Does Fall Far from the Tree
Jensen, T., Albayram, Y., Khan, M. M. H., Fahim, M., Buck, R. W., & Coman, E. (2019) · Designing Interactive Systems Conference · doi:10.1145/3322276.3322349 · Cited by 26 · see citing works
Repairing public trust through communication in health crises: a systematic review of the literature
Liu, Y., & Duarte, H. (2023) · Public Management Review · doi:10.1080/14719037.2023.2284224 · Cited by 24 · see citing works
Unraveling the Role of Shared Vision and Trust in Constructive Conflict Management of Family Firms. An Empirical Study From a Mixed Methods Approach
Alvarado-Alvarez, C., Tremolosa, I. A., Parada, M. J., & Anguera, M. T. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.629730 · Cited by 24 · see citing works
Conceptualizing trust and distrust as alternative stable states: lessons from the Flint Water Crisis
Hamm, J. A., Carrera, J. S., Fossen, J. V., Key, K., Woolford, S., Bailey, S., McKay, A. S., Evans, L., & Calhoun, K. D. (2023) · Ecology and Society · doi:10.5751/es-14410-280314 · Cited by 24 · see citing works
Social media never shake the role of trust building in relieving public risk perception
Liu, M., Bi, J., Yang, J., Qu, S., & Jinnan, W. (2020) · Journal of Cleaner Production · doi:10.1016/j.jclepro.2020.124442 · Cited by 24 · see citing works
Exploring Theory of Mind for Human-Robot Collaboration
Romeo, M., McKenna, P. E., Robb, D. A., Rajendran, G., Nesset, B., Cangelosi, A., & Hastie, H. (2022) · IEEE RO-MAN · doi:10.1109/ro-man53752.2022.9900550 · Cited by 23 · see citing works
How Organizations Influence Interpersonal Trust Repair: The Case of a French Antiterrorist Unit
Sala, G. R., & Pratt, M. G. (2022) · Academy of Management Journal · doi:10.5465/amj.2020.1093 · Cited by 22 · see citing works
Beyond binary decisions: evaluating the effects of AI error type on trust and performance in AI-assisted tasks
Kim, J. Y., Lester, C., & Yang, X. J. (2025) · Human Factors: The Journal of the Human Factors and Ergonomics Society · doi:10.1177/00187208251326795 · Cited by 21 · see citing works
CEO Humility and Corporate Social Irresponsibility: Evidence Based on a New Unobtrusive Measure
Ou, A. Y., Lu, Q., Li, X., Chung, C., & Chen, G. (2024) · Organization Science · doi:10.1287/orsc.2022.17104 · Cited by 20 · see citing works
Can salespersons help firms overcome brand image crisis? Role of facial appearance
Agnihotri, A., Bhattacharya, S., & Vrontis, D. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114612 · Cited by 20 · see citing works
Laissez-faire leadership, trust in subordinates and problem-solving conflict management: A multigroup analysis across family and non-family businesses
Elgoibar, P., Ruiz‐Palomino, P., & Gutiérrez-Broncano, S. (2024) · European Management Journal · doi:10.1016/j.emj.2024.04.009 · Cited by 20 · see citing works
Employee trust repair after organizational change
Kähkönen, T. (2020) · Journal of Organizational Change Management · doi:10.1108/jocm-05-2020-0136 · Cited by 20 · see citing works
“Just Say You’re Sorry”: Avoidance and Revenge Behavior in Response to Organizations Apologizing for Fraud
Wynes, M. J. (2021) · Journal of Business Ethics · doi:10.1007/s10551-021-04781-9 · Cited by 20 · see citing works
Propensity to trust and risk aversion: Differential roles in the trust process
Alarcon, G. M., & Jessup, S. A. (2023) · Journal of Research in Personality · doi:10.1016/j.jrp.2023.104349 · Cited by 19 · see citing works
Effects of Failure Types on Trust Repairs in Human–Robot Interactions
Zhang, X., Lee, S. K., Maeng, H., & Hahn, S. (2023) · International Journal of Social Robotics · doi:10.1007/s12369-023-01059-0 · Cited by 20 · see citing works
How does apology matter? Responding to negative customer reviews on online-to-offline platforms
He, W. T., Mei, M. Q., Yan, J., Xiong, J., & Wang, L. (2023) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2023.101291 · Cited by 18 · see citing works
An Empirical Examination of Organisational Trust Recovery: Influences and Implications
Kharouf, H., & Lund, D. J. (2018) · European Management Review · doi:10.1111/emre.12309 · Cited by 18 · see citing works
Navigating the stormy seas of building ‘trust’ as a boundary organisation connecting marine science with policy and management
Cvitanovic, C., Shellock, R., Karcher, D. B., Tuohy, P., Mackay, M., van Putten, I. E., Ballesteros, M., & Dickey‐Collas, M. (2023) · Ocean & Coastal Management · doi:10.1016/j.ocecoaman.2023.106952 · Cited by 17 · see citing works
Repairing violations of trustworthiness in negotiation
Druckman, D., Lewicki, R. J., & Doyle, S. (2019) · Journal of Applied Social Psychology · doi:10.1111/jasp.12571 · Cited by 17 · see citing works
Self-citation
The impact of leader depletion on leader performance: the mediating role of leaders’ trust beliefs and employees’ citizenship behaviors
Haesevoets, T., David De Cremer, A., Schutter, L. D., van Dijke, M., Young, H. R., Lee, H. W., Johnson, R. E., & Chiang, J. T. (2022) · Scientific Reports · doi:10.1038/s41598-022-24882-3 · Cited by 16 · see citing works
Affective Responses to Trust Violations in a Human-Autonomy Teaming Context: Humans Versus Robots
Alarcon, G. M., Lyons, J. B., Hamdan, I. A., & Jessup, S. A. (2023) · International Journal of Social Robotics · doi:10.1007/s12369-023-01017-w · Cited by 16 · see citing works
Comparing the Effectiveness of Post-Scandal Apologies From Nonprofit and Commercial Organizations: An Extension of the Moral Disillusionment Model
Chapman, C. M., Hornsey, M. J., Mangan, H., Gillespie, N. A., Macchia, S. T. L., & Lockey, S. (2021) · Nonprofit and Voluntary Sector Quarterly · doi:10.1177/08997640211062666 · Cited by 16 · see citing works
Repairing trust within teams after organizational change
Kähkönen, T. (2021) · Journal of Organizational Change Management · doi:10.1108/jocm-11-2020-0348 · Cited by 15 · see citing works
Disentangling Trust and Anthropomorphism Toward the Design of Human-Centered AI Systems
Jensen, T. (2021) · Lecture notes in computer science · doi:10.1007/978-3-030-77772-2_3 · Cited by 15 · see citing works
Development and Validation of the Win-Win Scale
Zhang, S., Zang, X., & Zhang, F. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.657015 · Cited by 14 · see citing works
Benefits First: Consumer Trust Repair in Mobile Commerce
Zhang, H.-D., Chen, S., & Ruangkanjanases, A. (2021) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer16040061 · Cited by 14 · see citing works
Theory and analysis of disruptive deception: SME responses to B2B supply chain opportunism
Rynarzewska, A. I., LeMay, S. A., & McMahon, D. (2023) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-01-2023-0036 · Cited by 13 · see citing works
Human perceptions of social robot deception behaviors: an exploratory analysis
Rosero, A., Dula, E., Kelly, H., Malle, B. F., & Phillips, E. K. (2024) · Frontiers in Robotics and AI · doi:10.3389/frobt.2024.1409712 · Cited by 13 · see citing works
When Automation Fails: Examining the Effect of a Verbal Recovery Strategy on User Experience in Automated Driving
Xu, Z., Wang, G., Zhai, S., & Liu, P. (2025) · International Journal of Human–Computer Interaction · doi:10.1080/10447318.2023.2176986 · Cited by 12 · see citing works
Resetting relationship trajectories: A reconceptualization of the relationship repair process
Olekalns, M., & Caza, B. B. (2024) · Journal of Organizational Behavior · doi:10.1002/job.2769 · Cited by 12 · see citing works
Trust, trust repair, and public health: a scoping review
Kalulu, P., Fisher, A., Whitter, G., Sener, I. N., Doering, M. M., Carter, D. B., Gabel, M. J., Ding, J., Esposito, M. H., McMurtry, C. L., et al. (2025) · Frontiers in Public Health · doi:10.3389/fpubh.2025.1560089 · Cited by 12 · see citing works
Whoops! Something Went Wrong: Errors, Trust, and Trust Repair Strategies in Human Agent Teaming
Rebensky, S., Carmody, K., Ficke, C., Nguyen, D., Carroll, M. B., Wildman, J. L., & Thayer, A. L. (2021) · Lecture notes in computer science · doi:10.1007/978-3-030-77772-2_7 · Cited by 12 · see citing works
Issues relating to trust in care agents for the elderly
Spillane, B., Gilmartin, E., Saam, C., & Wade, V. (2019) · ACM Conference on Conversational User Interfaces (CUI) · doi:10.1145/3342775.3342808 · Cited by 12 · see citing works
Unpacking trust repair in couples: A systematic literature review
Giacobbi, M., & Lalot, F. (2025) · Journal of Family Therapy · doi:10.1111/1467-6427.12483 · Cited by 11 · see citing works
The Influence of Interdependence on Trust Calibration in Human-Machine Teams
Verhagen, R., Marcu, A., Neerincx, M. A., & Tielman, M. L. (2024) · Frontiers in artificial intelligence and applications · doi:10.3233/faia240203 · Cited by 10 · see citing works
To Err is Automation: Can Trust be Repaired by the Automated Driving System After its Failure?
Liu, P., Chu, Y., Wang, G., & Xu, Z. (2024) · IEEE Transactions on Human-Machine Systems · doi:10.1109/thms.2024.3434680 · Cited by 10 · see citing works
The Effect of Voice and Repair Strategy on Trust Formation and Repair in Human-Robot Interaction
Romeo, M., Torre, I., Maguer, S. L., Sleat, A., Cangelosi, A., & Leite, I. (2025) · ACM Transactions on Human-Robot Interaction · doi:10.1145/3711938 · Cited by 11 · see citing works
Retailer response to negative online consumer reviews: how can damaged trust be effectively repaired?
Wan, Y., Zhang, Y., Wang, F., & Yuan, Y. (2022) · Information Technology and Management · doi:10.1007/s10799-022-00367-7 · Cited by 10 · see citing works
Explaining transgressions with moral disengagement strategies and their effects on trust repair
Iwai, T., Carvalho, J. V. D. F., & Lalli, V. M. (2018) · BAR - Brazilian Administration Review · doi:10.1590/1807-7692bar2018180016 · Cited by 10 · see citing works
Integrating Distrust Antecedents and Consequences in Organizational Life
Camblor, M.-P., & de la Hera, C. M. A. (2019) · Journal of Work and Organizational Psychology · doi:10.5093/jwop2019a3 · Cited by 10 · see citing works
Trust Repair after Opportunistic Behaviors in the Chinese Construction Projects
Zheng, X., Zhang, S., & Wang, C. (2018) · Sustainability · doi:10.3390/su10072339 · Cited by 10 · see citing works
Beyond the Crisis: Trust repair in an interorganizational network
Owen, G., & Currie, G. (2021) · Organization Studies · doi:10.1177/01708406211031732 · Cited by 9 · see citing works
The neuroscience of trust violation: Differential activation of the default mode network in ability, benevolence and integrity breaches
van der Werff, L., O’Shea, D. E., Healy, G. F., Buckley, F., Real, C., Keane, M. P., & Lynn, T. (2022) · Applied Psychology · doi:10.1111/apps.12437 · Cited by 9 · see citing works
Employee trust-repair practices: scale development and validation
Kähkönen, T., Vanhala, M., & Blomqvist, K. (2023) · Journal of Advances in Management Research · doi:10.1108/jamr-08-2021-0294 · Cited by 9 · see citing works
Influence of Peers’ Types of Trust on Trust Repair: The Role of Apologies
Öztürk, E. B., & Noorderhaven, N. (2018) · Psychological Studies · doi:10.1007/s12646-018-0445-y · Cited by 9 · see citing works
The unkindest cut of all: A quantitative study of betrayal narratives
Lalot, F. (2023) · Journal of Community & Applied Social Psychology · doi:10.1002/casp.2738 · Cited by 8 · see citing works
The Double‐Edged Sword of Error Sharing in Organizations: From A Self‐Disclosure Perspective
Zhang, K., Zhao, B., & Yin, K. (2023) · Journal of Management Studies · doi:10.1111/joms.13003 · Cited by 8 · see citing works
A harm reduction approach to improving peer review by acknowledging its imperfections
Cooke, S. J., Young, N., Peiman, K. S., Roche, D. G., Clements, J. C., Kadykalo, A. N., Provencher, J. F., Raghavan, R., DeRosa, M. C., Lennox, R. J., et al. (2024) · FACETS · doi:10.1139/facets-2024-0102 · Cited by 8 · see citing works
Ambidexterity–resilience nexus and innovation: A focus on SMEs in a developing world setting
Simba, A., Tajeddin, M., Rambe, P., & Baah, F. A. (2025) · Journal of Innovation & Knowledge · doi:10.1016/j.jik.2025.100856 · Cited by 7 · see citing works
How transgressor's moral identity leads to high‐quality apologies: The positive effects of guilt
Iwai, T., Carvalho, J. V. D. F., & Islam, G. (2023) · British Journal of Social Psychology · doi:10.1111/bjso.12644 · Cited by 7 · see citing works
Compliance in crisis: Concern, trust and distrustful complacency in the COVID‐19 pandemic
Lalot, F., Abrams, D., Jessop, C., & Curtice, J. K. (2023) · Social and Personality Psychology Compass · doi:10.1111/spc3.12752 · Cited by 7 · see citing works
Understanding the effects of different responses to supplier-induced disruptions: A configurational approach
Yuan, Y., Chu, Z., Song, D., & Lai, F. (2024) · International Journal of Production Economics · doi:10.1016/j.ijpe.2024.109177 · Cited by 7 · see citing works
Being Happy Pays Off! Positive Affect Shaping Employee Creativity in the Hospitality Industry Through the Lens of Broaden-and-Build Theory
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Plain Sailing or Choppy Water? Maintaining Interpersonal Trusting Relationships in Times of Uncertainty
Kelly, S., van der Werff, L., & Freeney, Y. M. (2025) · Journal of Management · doi:10.1177/01492063241311234 · Cited by 7 · see citing works
Servant or Sinister? A Process Model of Follower Appraisal of Leader-Initiated I-deals
Meuser, J. D., & Cao, X. (2022) · Springer eBooks · doi:10.1007/978-3-030-88516-8_4 · Cited by 7 · see citing works
Trust dynamics and repair: An interview with Roy Lewicki
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New venture team trust: Perceptions of new human, AI and AI-augmented teammates during funding activities
Spurrier, H., Kamineni, R., Dissanayake, M., & Lindsay, N. (2025) · Journal of Small Business Management · doi:10.1080/00472778.2025.2579191 · Cited by 6 · see citing works
I’m Only Human: The Effects of Trust Dampening by Anthropomorphic Agents
Jensen, T., & Khan, M. M. H. (2022) · Lecture notes in computer science · doi:10.1007/978-3-031-21707-4_21 · Cited by 6 · see citing works
Rethinking Trust Repair in Human-Robot Interaction
Esterwood, C. T. (2023) · ACM Conference on Computer Supported Cooperative Work (CSCW) · doi:10.1145/3584931.3608919 · Cited by 6 · see citing works
Spotlight on a complex crisis spillover: A multi-organisational perspective on rebuilding trust and reducing distrust in the Australian banking industry
Tyquin, E., Mehta, A. M., & Bradley, L. M. (2024) · Public Relations Review · doi:10.1016/j.pubrev.2023.102414 · Cited by 6 · see citing works
Principles for ethical boundary spanning between science, policy and practice: A guide for knowledge brokers
Cvitanovic, C., Partelow, S., BEDNAREK, A. T., Cairney, P., Pozza, R. D., Downe, J., Hilly, Z., Hornidge, A., Howden, M. S., Karcher, D. B., et al. (2026) · Environmental Science & Policy · doi:10.1016/j.envsci.2026.104361 · Cited by 5 · see citing works
Investors' Interpretations of Imprecise Standards and Their Perceptions of Earnings Management by Reputable Companies
Tan, H. C., & Mayorga, D. M. (2020) · Behavioral Research in Accounting · doi:10.2308/bria-19-009 · Cited by 5 · see citing works
Trust at work – described by young professionals in the early stages of their careers
Raatikainen, E., Savolainen, T. I., Järvensivu, A., Isacsson, A., Simola-Alha, N., & Heinilä, H. (2023) · Higher Education Skills and Work-based Learning · doi:10.1108/heswbl-04-2022-0093 · Cited by 5 · see citing works
Trust in Difficult People: A Social Network Perspective
Opper, S., & Zou, N. (2023) · Journal of Management Studies · doi:10.1111/joms.12996 · Cited by 5 · see citing works
Research on the Impact of Intelligent Customer Service on Trust Restoration in Service Recovery—Based on the Perspective of Customer Social Mindfulness Perception
Meng, H., Xiao, Q., Dong, X., & Lei, X. (2024) · Journal of Service Science and Management · doi:10.4236/jssm.2024.172007 · Cited by 5 · see citing works

Authors: Lewicki, R. J., & Brinsfield, C.
Affiliations: The Ohio State University (US)
University of St. Thomas - Minnesota (US)
ORCID: Brinsfield, Chad
Venue: Annual Review of Organizational Psychology and Organizational Behavior
Publisher: Annual Reviews
Published: 2017-03-21
Volume: 4
Issue: 1
Pages: 287-313
ISSN: 2327-0608 (ISSN-L)
2327-0616
DOI: 10.1146/annurev-orgpsych-032516-113147
OpenAlex: W4248181070
Cited by: 202
References: 103
Citations by year: 2026: 39 · 2025: 42 · 2024: 26 · 2023: 26 · 2022: 25 · 2021: 17 · 2020: 11 · 2019: 8 · 2018: 7 · 2017: 1
FWCI: 1.15
Type: journal article
Language: en
Open access: closed
Locations: Annual Review of Organizational Psychology and Organizational Behavior (publishedVersion)
UST Research Online (University of St. Thomas - Minnesota) (submittedVersion)
Topics: Social Sciences › Psychology › Social Psychology › Forgiveness and Related Behaviors
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Keywords: trust repair, breach of trust, apology, excuses, forgiveness, blame shifting, contracts, monitoring, organizational trust, trust measurement

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