Denials and apologies: pathways to reconciliation

Abstract Purpose This paper aims to examine how verbal responses (denials vs apologies) following a trust violation in cooperative relationships influence reconciliation by changing attributions of responsibility for the transgression and transgressor’s perceived integrity. Additionally, the moderating role of perceived sincerity of the response is examined. Design/methodology/approach Two experimental studies were conducted with 465 participants. Hypotheses were tested using ordinary least squares (OLS) regressions and moderated serial mediation analyses with bootstrapping procedures. Fi...

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