INFLUENCE OF VICTIM’S PERSONALITY TRAITS ON TRUST REPAIR STRATEGIES AFTER AN INCIVILITY

Abstract

Workplace incivility is a unique type of mistreatment found to decrease trust. While a debate on which trust repair strategies most effectively rebuilds trust is varied and ongoing, this has gone largely explored in the context of broken trust after an incivility. Personality has also been shown to influence the trust repair process. This study investigates the extent that victim’s Social Value Orientation, Neuroticism and Agreeableness affect the effectiveness of different repair strategies after an incivility. Fifty participants underwent the same uncivil interaction in a mixed-design experiment, followed by a trust repair attempt based on the conditions assigned (Apologies, Promises and Compensation and No Repair). Findings indicate that compensations, followed by promises, were the most effective at repairing trusting intentions after an incivility compared to apologising or no repair strategy. Moreover, the personality traits studied potentially do not result in differences in the effectiveness of each trust repair strategy. This study offers a preliminary comparison between repair trust strategies, after an incivility. Moreover, it serves as a step towards clarifying the role of personality in trust repair, acting as a foundation study for future researchers to build on to obtain a holistic understanding of the trust repair process, especially post-incivility.