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

Steven Grover Markus Hasel Caroline Manville 1 Carolina Serrano-Archimi 2
1 TSM - Toulouse School of Management Research
2 AMU IAE - Institut d'Administration des Entreprises (IAE) - Aix-en-Provence
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
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Journal articles
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https://hal-amu.archives-ouvertes.fr/hal-01796413
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Submitted on : Sunday, May 20, 2018 - 3:26:47 PM
Last modification on : Tuesday, October 19, 2021 - 10:49:48 PM

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UNIV-AMU | CNRS | TSM-R | UT1-CAPITOLE

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Steven Grover, Markus Hasel, Caroline Manville, Carolina Serrano-Archimi. Follower reactions to leader trust violations: A grounded theory of violation types, likelihood of recovery, and recovery process. European Management Journal, Elsevier, 2014, 32 (5), pp.689 - 702. ⟨10.1016/j.emj.2014.01.002⟩. ⟨hal-01796413⟩

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