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Abstract On the basis of existing research, this article studies the strategy of staff’s interpersonal trust repairs by amending the existing questionnaire on interpersonal trust. This research shows that: 1) after a competencebased trust violation, the trust repair effect of apology and apology plus commitment is significantly higher than denial and denial plus commitment; 2) after a competencebased trust violation, the trust repair effect of apology plus commitment is significantly higher than apology; 3) after a integritybased trust violation, the trust repair effect of apology plus commitment is significantly higher than denial plus commitment.
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Received: 23 November 2011
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2013, Vol. 10 
