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In this paper, the authors describe the step-by-step approach used to develop a trust-repair construct and a valid measurement scale for assessing employee perceptions of the most effective employee trust-repair practices.

The initial employee trust-repair scale (ETRS) was completed by 282 employees of a non-profit organization and validated by 101 employees of the administrative unit of the Finnish Army.

The 14-item seven-factor model was found to be reliable, valid and stable across the samples.

This study contributes to the current literature on trust repair by presenting the first validated measure for employee trust repair.

The findings provide a valuable instrument for practitioners to assess the state of employee trust-repair practices.

To the best of the authors’ knowledge, this is the first study in an organizational context demonstrating an operationally valid and comprehensive measure for employee trust-repair practices.

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.

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.

In the occurrence of integrity-based trust violations, denials are more effective than apologies to repair trust. The positive indirect effects of these verbal responses on reconciliation are explained by a two-part mediating mechanism (attribution of responsibility followed by transgressor’s perceived integrity). Additionally, when responses are perceived as highly credible, denials are much more effective in deflecting blame than apologies.

This study contributes to the literature on trust repair by examining when and why managers’ verbal responses to breaches of trust may be more or less effective in restoring cooperative relationships.

Managers must be aware that their perceived integrity following a breach of trust is influenced by the level of responsibility taken. Therefore, they should choose wisely which defensive tactics (apologies or denials) to use.

As trust plays a central role in many cooperative relationships, choosing an appropriate response after a transgression is critical to solving conflicts both within and between organizations.

This work contributes to the reconciliation literature by uncovering the underlying cognitive mechanisms and boundary conditions by which different verbal responses influence reconciliation.

The importance of trust in student–university relations is relevant not only for the quality of the educational process and the satisfaction with studying achieved by students, but also for the importance of positive evaluation of HEIs to others. Therefore, the aim of this study is to identify the stages and mechanisms that build trust in student–university relations, the causes of trust violation and trust repair practices.

Public university students from Poland (16) and Germany (12) took part in the study based on semi-structured interviews. The research procedure followed an inductive approach. In addition, the critical events technique was used to identify trust violation and trust repair practices.

The study identifies the stages of the HEIs trust building process and the mechanisms upon which it is built. It attempts to catalogue trust violations, distinguishing three groups of “perpetrators” and categories of their differentiation in terms of their impact on trust. The study indicates ad hoc, informal methods of trust repair applied at HEIs and their conditions.

This study provides useful guidance for managers on how to build and maintain trust in HEIs.

The issue of trust building in HEIs is relatively new and therefore has not been sufficiently recognised to date. This study is the first to the author's knowledge to comprehensively address the problem of trust building, pointing out the mechanisms on which the formation of trust in HEIs is based. This study provides a novel contribution to the limited literature on trust violation and trust repair in HEIs.

This study examines trust-repair practices at the team level after organizational change.

A qualitative research approach was adopted, and data were collected from key informants through focus group discussions and interviews. The data analysis involved thematic coding and followed the structured procedure.

This study found that after organization change, trust can be repaired at the team level by improving team leaders' information sharing and knowledge in change management, and by enforcing communication, collaboration and ethical behaviour among team members.

This paper makes three key contributions by (1) identifying trust violations in teams, (2) proposing trust-repair mechanisms and (3) extending the understanding of trust-repair and preservation at the team level following organizational change.

This paper provides practical information from a real-work context and can improve managers' understanding of active trust-repair.

This paper outlines active trust-repair mechanisms in an organizational change context and expands the current theory by presenting novel insights into organizational trust-repair at the team level. This study contributes to trust literature by proposing promising avenues for future trust-repair research.

The purpose of this research is the exploration of online complainants' revenge based on their consumer-brand relationship strength and received webcare. The authors introduce inter-failures (i.e. the perceived number of earlier independent service failures that a customer has experienced with the same brand involved in the current service failure) as the central frame condition.

To test our hypotheses, both a scenario-based online experiment (n = 316) and an online survey (n = 492) were conducted.

With an increasing number of inter-failures, online complainants with a high-relationship strength move from the “love is blind” effect (no inter-failures) to the “love becomes hate” effect (multiple inter-failures), when they ultimately become more revengeful than their low-relationship strength counterparts. In addition, the authors show that in the case of no or few inter-failures, accommodative webcare has a lasting positive effect over no/defensive webcare for both low- and high-relationship complainants. More importantly, however, when consumers have experienced multiple inter-failures, accommodative webcare becomes ineffective (for low-relationship complainants) or boomerangs by cultivating revenge towards the brand (among high-relationship complainants), but not strategic avoidance.

The findings have pronounced implications for the literature on customer–brand relationships following service failures and the literature, which predominantly emphasizes the unconditionally positive effects of accommodative webcare.

This study is the first that simultaneously considers the prior customer–brand relationship, inter-failures and webcare to explain online complainants' revenge.

The purpose of this paper is to explore the impact of critical, journalistic documentaries on viewers. More precisely, it investigates the effects of responsibility attribution and surprise on stakeholder attitude, trust and identification.

In a quasi-experimental pre-post setting, 127 participants viewed a documentary about Austrian beverage and marketing company Red Bull. The film inquired into the deaths of six extreme athletes sponsored by the company. As a critical, investigative piece, the documentary was designed to give viewers the impression that Red Bull was, at least partially, responsible for the athletes’ deaths.

Results show that responsibility attribution, the feeling of being surprised and being in a state of negative affect, had a significant impact on viewers’ attitude and trust toward, and identification with Red Bull.

The study adds insights on surprise as a factor in viewers’ assessment of responsibility. The study is original in terms of methodology by using real-time rating to ascertain which sequences trigger changes in responsibility attribution among viewers. Furthermore, implications of the study’s findings with regard to inoculation theory are discussed.

This study examines the impact of China’s mixed-ownership reform on the innovation of non-state-owned acquirers, with a particular focus on the impact on firms with high financing constraints, low-quality accounting information or less tangible assets.

We use a proprietary dataset of firms listed on the Shanghai and Shenzhen Stock Exchanges to investigate the impact of mixed ownership reform on non-state-owned enterprise (non-SOE) innovation. We employ regression analysis to examine the association between mixed ownership reform and firm innovation.

The study finds that non-state-owned firms can improve innovation by acquiring equity in state-owned enterprises (SOEs) under the reform. Eased financing constraints, lowered financing costs, better access to tax incentives or government subsidies, lowered agency costs, better accounting information quality and more credit loans are underlying the impact. Additionally, cross-ownership connections amongst non-SOE executives and government intervention strengthen the impact, whilst regional marketisation weakens it.

This study adds to the literature on the association between mixed ownership reform and firm innovation by focussing on the conditions under which this impact is stronger. It also sheds light on the policy implications for SOE reforms in emerging economies.

The purpose of this paper is to present the way in which the mainland of the German Wadden Sea area transitioned from traditional sectors into an almost entirely tourism destination, and which factors contributed to and/or necessitated such a development.

The overall approach in this paper has adopted a focus on an extensive case study of the German mainland of the Wadden Sea area. Scientific articles have been used to, first, structuring the theoretical framework and then to gain a general understanding on what a transition exactly entails. As a result, the theoretical framework has been written in an examination of existing literature on transitions and functioned as the theoretical support and foundation for the case study analysis. The analysis has been shaped by means of a number of scientific articles, branch reports, books and websites that, in most instances, specifically focused on the chosen case. Since the area of study is located in Germany, specific literature on this area was mostly limited to the German language, a language of which the author has a basic, yet not thorough, understanding. However, the overall scope of the developments in the case in regard to the transition from agricultural and fishing communities to communities in which tourism plays a substantial role has been understandable.

One of the most important sectors that economically benefit the Wadden Sea region, especially on the Dutch and German Wadden islands, is tourism. While tourism development on the Dutch mainland is minimal, the sector considerably developed in the past few decades on the German mainland, generally as a result of declining yields through multifarious unfavorable developments in traditional sectors such as agriculture and fishing, amongst others. Throughout previous centuries, Norden-Norddeich possessed some small-scale tourism facilities; however, negative developments in those traditional sectors required the municipality to prevent an impasse situation, resulting in altering business models and upscaling tourism facilities. Initiatives in different layers (micro, meso and macro) were initiated and gradually intensified in order to develop Norden-Norddeich as a counter destination for the expensive German islands. Following the phases of transition, Norden-Norddeich gradually developed and can now be regarded as a stable and dynamic holiday destination as well as a system that nowadays almost completely adheres to tourism. It took Norden-Norddeich ten years to transition toward tourism. Presently, Norden-Norddeich is the most visited mainland destination at the German Wadden Sea coast. In contrast, small-scale activities are set up in the mainland part of the Wadden Sea area in the Netherlands, but miss out on effective collaboration between different stakeholders that are involved in both planning and management (such as policy makers) and executive roles (such as the people who organize activities and/or facilities). Furthermore, the area is managed in such a way that does not contribute yet to upscaling economic development, mostly as a result of regulatory issues that hinder such developments. However, increasing efforts by several stakeholders are being taken that should ultimately lead to a sustainable socio-economic development of the Dutch mainland part of the Wadden Sea area.

Analyzing the stages of transition on the German mainland of the Wadden area might function as an example for stakeholders in villages or cities located on the mainland of the Dutch Wadden to become aware of how processes of tourism transitions occur, what factors are needed to start off such a transition and what effects a transition might have on the revitalization of a certain area. Moreover, the case of Norden-Norddeich could stand out as an example for Dutch stakeholders in the Wadden region to perceive in what way a locked-in situation could be prevented or solved by shifting from one system to another by taking on a wide range of initiatives that might be led and stimulated by different actors.