Service brand rehab: diagnosing trust repair mechanisms

Bolat, Elvira; Robson, Julie; Sit, Kokho; Birch-Chapman, Shannon; Ashraf, Samreen; Memery, Juliet; Jackson, Caroline

doi:10.1108/qmr-12-2017-0187

Cited by 3 publications

(12 citation statements)

References 41 publications

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“…Finally, this study has demonstrated the applicability of Bachmann's trust repair framework. As this framework was developed in an organizational studies context, its applicability to other contexts had been questioned (Bozic, 2017) and only one study had established its use in a marketing context (see Bolat et al, 2020). The findings from this study establish the use of this integrative framework in a new context, political trust, and highlights how the use of the 6 mechanisms can help to identify patterns in the process of trust repair, i.e.…”

Section: Discussionmentioning

confidence: 86%

“…In summary, research within the political trust domain has to-date identified a limited range of trust repair responses. Bachman et al (2015) provide a comprehensive framework, and although the transferability of this framework to a non-organizational studies context has been questioned (Bozic, 2017) recent empirical research has demonstrated it applicability (see Bolat et al, 2020). Bachmann et al (2015) provide the most comprehensive framework for trust repair integrating six mechanisms or responses.…”

Section: Trust Repairmentioning

confidence: 99%

“…Trust is an abstract and complex concept (Bolat et al, 2020;Boži c, 2017;Rousseau et al, 1998) and consequently, various definitions exist. Rousseau et al (1998) defined trust as a psychological state, a willingness to be vulnerable due to the positive expectations we have of another.…”

Section: Trust and Trust Erosionmentioning

confidence: 99%

“…Bachmann's earlier study, which draws on the work of Dirks et al (2009), Gillespie and Dietz (2009) and Pfarrer et al (2008), goes further to identify six broad mechanisms: sense-making; the relational approach; regulation and formal control; ethical culture and informal controls; and transparency and accountability. This latter conceptual framework has the advantage of being the most comprehensive framework available for trust repair research (Bolat et al, 2020), but as yet has only been empirically evaluated in one study (Bolat et al, 2020) and for these reasons it is selected as the framework for this study.…”

Section: Trust and Trust Erosionmentioning

confidence: 99%

“…In summary, research within the political trust domain has to-date identified a limited range of trust repair responses. Bachmann et al (2015) provide a comprehensive framework and although the transferability of this framework to a non-organizational studies context has been questioned (Boži c, 2017) recent empirical research by Bolat et al (2020) has demonstrated its applicability to a consumer context. Bolat et al (2020) was the first study to empirically use this framework to explore consumer reactions to the trust repair responses and calls for further qualitative research in different contexts; our research also responds to this call.…”

Section: Trust and Trust Erosionmentioning

confidence: 99%

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Repairing political trust in Tunisia

Sghaier¹,

Skandrani²,

Robson

2021

QMR

Self Cite

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Purpose This study aims to identify the responses required to repair political trust in Tunisia and the differences between two key stakeholder groups, namely, politicians and voters. Design/methodology/approach A sequential mixed method study was adopted using two data sources: semi-structured interviews conducted with citizens and politicians; and media data from TV political talk shows. Data was collected over a three-year period following several key events that affected trust. Findings New responses were identified to repair political trust, and these were categorized using a trust repair framework. In addition to short- and long-term responses, a new category, swift response, was identified to resolve immediate political uncertainty. The role of the trustor (i.e. voters) in actively restoring trust was identified for the first time. Research limitations/implications This study focussed on trust repair responses suggested by voters and politicians and not necessarily responses that were implemented by government or political parties during the period of study. The effectiveness of the suggested responses in repairing trust was not evaluated. Practical implications Identification of the responses required to repair trust with voters, how these differ over time, and according to different trust violations will help Tunisian politicians rebuild trust more effectively during election and non-election periods. Notably, differences highlighted between the responses suggested by voters and politicians suggest that politicians may not understand how to repair voter trust. Originality/value Contrary to previous studies that assume a trustor (the voter) is a passive observer, this research identified the proactive role that citizens play in the trust repair process.

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Section: Discussionmentioning

confidence: 86%

Section: Trust Repairmentioning

confidence: 99%

Section: Trust and Trust Erosionmentioning

confidence: 99%

Section: Trust and Trust Erosionmentioning

confidence: 99%

Section: Trust and Trust Erosionmentioning

confidence: 99%

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Repairing political trust in Tunisia

Sghaier¹,

Skandrani²,

Robson

2021

QMR

Self Cite

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Prosocial messaging during the COVID-19 pandemic: a longitudinal examination of email advertisements

Deutsch

Mouton²

2022

QMR

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Purpose This study aims to evaluate how brands communicate with consumers through the COVID-19 pandemic and how messaging has shifted over time. The authors identify a typology drawn from extant literature and use it to understand how brands shape consumers’ behavior. Design/methodology/approach Through a mix of interpretive and thematic analysis, the authors examine 858 US email advertisements and how these messages have evolved throughout the pandemic. Findings The authors findings demonstrate brand communication ranges from prosocial to brand messaging and brands employed different strategies at different phases of the pandemic. Specifically, while brands started out emphasizing socially desirable behavior before and directly after a national emergency was declared, COVID-19-related communications shifted to predominantly marketing-related messages later in the pandemic. Originality/value This study provides valuable insight into how brands adjust communication strategies through a prolonged cultural trauma and how these messages relate to authenticity, the triple bottom line and a social (versus branded) focus.

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Green Washing and Brand Crises: Modelling Consumer Trust Repair

Rashid

Ahmad

Hafizullah

2023

Pak. J. Humanit. Soc. Sci

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This study proposes an innovative approach to rebuilding consumer trust following the negative impact of greenwashing, which often leads to a conflicted relationship between corporations and consumers. Through a novel integration of previously unconnected concepts, such as trustworthiness dimensions (Integrity, benevolence, and competence), credibility, empathy, forgiveness, consumer trust repair, revived brand equity, and repurchase intention, this study offers a nuanced and enhanced understanding of the consumer trust repair process. The current research seeks to integrate disparate concepts and theories into a cohesive whole, resulting in a modified version of the consumer trust repair process. Prior studies have examined the phenomenon of consumer trust repair in a relatively narrow and parochial manner and have failed to provide a holistic process-based model. This study, however, attempts to provide a comprehensive, process-based model of consumer trust repair. Through this holistic approach, this research makes a valuable and meaningful contribution to the field of consumer trust repair, providing brand managers with a deeper understanding of the consumer trust recovery process, which has been largely ignored in previous studies. This unique and comprehensive approach will surely capture readers' attention, as it offers a fresh perspective on a crucial issue facing the business world today.

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Service brand rehab: diagnosing trust repair mechanisms

Cited by 3 publications

References 41 publications

Repairing political trust in Tunisia

Repairing political trust in Tunisia

Prosocial messaging during the COVID-19 pandemic: a longitudinal examination of email advertisements

Green Washing and Brand Crises: Modelling Consumer Trust Repair

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