The Effect Of Apology And Compensation On Trust Restoration In The Context Of Gain And Loss

In today's society,trust violation happens frequently,which causes many negative effects.It will not only lead to the indifference of interpersonal relationship,but also affect the stability of society.Therefore,how to repair trust and avoid more serious consequences after trust is broken has become a hot topic.However,most of the studies focus on the effect of a single trust repair strategy,and little attention is paid to the difference between different strategies,especially whether there is a difference between oral repair strategy and substantive repair strategy.At the same time,considering that the effect of trust repair strategy will be affected by the situation factors,the effect of the same repair strategy may vary greatly in different situations.According to prospect theory,people are more sensitive to the loss,so the effect of different trust repair strategies may be affected by the gain and loss context.On the basis of previous studies,this paper extracted two representative repair strategies,namely apology and compensation,and created the gain and loss scenario to investigate the effect of gain and loss scenarios and different repair strategies on trust repair,including two experiments.The first experiment used the situation simulation method and selected 197 subjects.A mixed design of 2(profit and loss scenario: loss,gain)×3(trust repair strategy: compensation,apology,control)was adopted to explore the effect of different repair strategies on trust repair in the virtual gain and loss scenario.The results show that the two repair strategies of providing apology or compensation can repair the damaged trust to a certain extent after trust violation,compared with giving no response.When trust violation involves individual economic interests,the repair effect of compensation is better.The gain and loss situation affects the repair effect,and the trust repair effect is better under the loss situation.There is a significant interaction between the trust repair strategy and the gain and loss situation.In the loss situation,the trust repair effect of apology is significantly betterthan that of the gain situation,while the repair effect of compensation is not significant despite the difference between the gain and loss situations.The second experiment used the dictator game and the cooperative game,and selected 167 subjects.A between-subjects design of 2(profit and loss scenario: loss,gain)×3(trust repair strategy: compensation,apology,control)was adopted to repeat the test in real interactive situations.The results show that providing trust repair strategy can promote trust repair,among which the compensation repair effect is better.There is no significant difference in the effect of trust repair under the situation of loss and gain.The repair strategy has a significant interaction with the profit and loss situation,and the repair effect of apology has a significant difference in the gain and loss situation,while the repair effect of compensation has no significant difference between two situation.To sum up,this study found that there is an interaction between the gain and loss situation and the repair strategy on the effect of trust repair.When the other party apology,the trust repair effect is significantly better in the loss situation than in the gain situation.When the other party provides compensation,there is no significant difference in two situations.This indicates that the effect of different trust repair strategies is affected by the gain and loss situation,the repair effect of apology is context dependent,while the repair effect of compensation is relatively stable.This study makes an in-depth discussion on trust repair from a new perspective,which helps us adopt appropriate repair strategies according to different situations in real life,which is not only conducive to the repair of the relationship between the two parties,but also conducive to the effective operation of the organization.