In praise of forgiveness: Ways for repairing trust breakdowns in one-off online interactions

Violação E Recuperação Da Confiança Do Cliente Após O Duplo Desvio

“…Tais táticas são apresentadas no Quadro 1. Cremer (2010), Ferrin et al (2007), Kam (2009), Kim et al (2004), Kim et al (2006), Kim et al (2013), Laer e Ruyter (2010), Mattila (2009), Schniter et al (2012, Schweitzer et al (2006), Tomlinson et al (2004), Tomlinson (2012), Utz et al (2009), Vasalou et al (2008).…”

“…Inicialmente, dentre as táticas de recuperação da confiança apresentadas no Quadro 1, acredita-se que o sistema de reputação possa ser uma tática aplicável e interessante ao ambiente online (VASALOU et al, 2008), uma vez que envolve o ranqueamento e classificação da empresa por clientes em um fórum específico para tal, não sendo, assim, aplicável ao estudo de relações B2C tradicionais em serviços. A compensação financeira, por sua vez, embora trabalhada por vários estudos (p. ex.…”

Governance of digital content in the era of mass participation

“…Rounds of retaliation may result. Instead, Vasalou et al [15] find that trying to reduce negative feelings and facilitating reparation (apology and forgiveness) causes subjects to cooperate (more), without the negative side effects known from the punishment option.…”

Representing Excuses in Social Dependence Networks

“…As far as we know, the only approach in the field of multiagent systems related to the topic of excuses consists in the definition of the notion of forgiveness by Vasalou et al [9]. Online offences are generally considered as frequent and intentional acts performed by a member with the aim to deceive others.…”

“…However, an offence may also be unintentional or exceptional, performed by a benevolent member of the community. Vasalou et al [9] examine whether a victim's decrease in trust towards an unintentional or occasional offender can be repaired in an online setting, by designing and evaluating systems to support forgiveness. In their experiments, an apology from the offender restores the victim's trust only if the offender cooperates in a future interaction; it does not alleviate the trust breakdown immediately after it occurs.…”