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The impact of apologies and promises on post-violation trust The mediating role of interactional justice

机译：道歉和诺言对冲突后信任的影响互动司法的中介作用

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Purpose - This research aims to separate the effect of a promise from an apology, examine interactional justice as a theoretical mechanism explaining the relationship between these accounts and post-violation trust, examine how message content compares to the gesture of sending a message, and test offense severity as a moderator. Design/methodology/approach - This study employed the Trust Game. Findings - Results indicated significant apology x promise and apology x promise x offense severity interactions on interactional justice, and interactional justice fully mediated the relationship between promises and post-violation trust. Research limitations/implications - Although this study was completed using a laboratory game with anonymous partners, results suggest that interactional justice provides a means for relationships to quickly get back on track after a violation. Specifically, promises provide "forward-looking" information (trustworthy intent) and interpersonal sensitivity (demonstration of courtesy and concern) that enable interactional justice to affect subsequent trust. Practical implications - These findings attest to the efficacy of clear accounts to foster interactional justice; in particular, apologies lead to higher interactional justice for less serious offenses. Furthermore, accounts that are "forward-looking" lead to higher post-violation trust via interactional justice perceptions. Originality/value - Recent empirical studies suggest that apologies are associated with higher post-violation trust, but, unlike this article, have not explicated this process or its boundary conditions.
机译：目的-这项研究旨在将诺言的影响与道歉分开，研究互动正义作为解释这些账目与违规后信任之间关系的理论机制，研究消息内容与发送消息的手势相比，并进行测试作为主持人的进攻严重性。设计/方法/方法-本研究采用了信任博弈。调查结果-结果表明，在互动正义上，有很明显的道歉x承诺和道歉x承诺x犯罪严重性相互作用，而互动正义完全调节了承诺与违约后信任之间的关系。研究的局限性/含意-尽管这项研究是通过与匿名合作伙伴进行的实验性游戏完成的，但结果表明，互动正义为关系建立了一种手段，可以让关系在违规后迅速恢复正常。具体而言，诺言提供了“前瞻性”信息（可信赖的意图）和人际关系敏感度（表示礼貌和关心），使互动公正能够影响随后的信任。实际意义-这些发现证明了清晰的账目可以促进互动公正。特别是，道歉会导致较不严重的罪行获得更高的互动公正性。此外，具有“前瞻性”的账目通过互动正义感导致了更高的违法后信任。原创性/价值-近期的经验研究表明，道歉与更高的违反后信任度相关，但是与本文不同的是，道歉并没有阐明这一过程或其边界条件。

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