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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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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 › Marketing › 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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