The Effect of Distrust Regulation and Trustworthiness Demonstration on Trust Repair in Responding to Online Negative Reviews

Abstract

This paper explores how trust can be repaired after receiving online negative reviews. In this study, trust repair strategies are classified into six categories, and their effects on benevolence, ability, and integrity are examined. A predominant reliance is discerned on trustworthiness demonstration for affective repair strategies within online negative review responses, showcasing a noteworthy efficacy in reinstating trust across the dimensions of benevolence, integrity, and ability. Through a systematic analysis of these strategies, this paper not only uncovers the intricate interplay between responses and their consequential impacts on three dimensions of trust but also provides valuable comprehension of the multifaceted dynamics inherent in trust repair. By offering a refined understanding of the strategies involved in repairing trust, this research contributes actionable insights with theoretical insights into trust repair in digital business communication and practical implications for individuals and organizations grappling with the intricacies of navigating challenging online negative reviews.