TY - JOUR
T1 - Follower reactions to leader trust violations
T2 - A grounded theory of violation types, likelihood of recovery, and recovery process
AU - Grover, Steven L.
AU - Hasel, Markus C.
AU - Manville, Caroline
AU - Serrano-Archimi, Carolina
PY - 2014/10
Y1 - 2014/10
N2 - 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.
AB - 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.
KW - Followers
KW - Leaders
KW - Relationships
KW - Trust recovery
KW - Trust violation
UR - http://www.scopus.com/inward/record.url?scp=84905823126&partnerID=8YFLogxK
U2 - 10.1016/j.emj.2014.01.002
DO - 10.1016/j.emj.2014.01.002
M3 - Article
AN - SCOPUS:84905823126
SN - 0263-2373
VL - 32
SP - 689
EP - 702
JO - European Management Journal
JF - European Management Journal
IS - 5
ER -