Lupita,
Are you referring to believing people in everyday life interactions? Broken Promises and Lies?
Leah
Broken Promises : Lies : Is is possible to restore Trust?
Suppose you lend a friend a DVD to watch on the agreement that he will mail it back to Netflix. If you find out your friend
forgot to return the movie to the rental company, would you trust him with another DVD?
Now imagine the same scenario, but this time your friend tells you he sent back the movie, when in fact he didn't. You discover
he lied when you see the DVD on top of his TV. Even if your friend apologizes and promises to follow through next time,
would you lend him a movie again?
The intertwining issues of trust, deception, apologies and promises are explored in a new research paper by three Wharton
professors who came up with a unique laboratory experiment to see what happens when trust breaks down.
The paper, "Promises and Lies: Restoring Violated Trust," will be published in an upcoming issue of Organizational Behavior
and Human Decision Processes.
DVD rentals aren't the focus of the the paper, but co-author Maurice E. Schweitzer, professor of operations and information management, offers the video example to illustrate how trust and trust violations influence people's behavior whether in the workplace or everyday life.
"Trust is the social glue that holds things together. It allows us to engage in social and commercial ventures," Schweitzer says. "You can't contract everything. We develop relationships that are based on trusting that things will work out."
To study the dynamics of trust, trust violations and restoration of trust, he and colleagues John C. Hershey, professor of operations and information management, and Eric T. Bradlow, professor of marketing, set up a money game that allowed them to measure changes in trust over time, rather than simply at a single point in time. The researchers said they began the experiment with a widely held assumption -- that trust is fragile, easily broken and hard to repair. "The thought was that trust is like glass," Schweitzer says. "But that isn't true."
Instead, the money game experiment revealed that "trust harmed by untrustworthy behavior can be effectively restored when individuals observe a consistent series of trustworthy actions," the researchers conclude. Also, making a promise to change behavior can help speed up the trust recovery process.
But the experiment found that when a person's trust is violated, and the violation includes deception -- for instance, your friend didn't merely forget to return the DVD, but also lied about it -- it is difficult to restore. "It's okay to screw me over, but don't deceive me as well," says Bradlow. "If you screw me over and lie about it, it's going to take even longer to recover from it."