University of Twente Student Theses
The opportunities and risks of errors : the effect of purposeful and accidental errors on trust in individuals and organizations in crisis negotiations
Meiländer, Lars (2020) The opportunities and risks of errors : the effect of purposeful and accidental errors on trust in individuals and organizations in crisis negotiations.
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| Abstract: | Making mistakes is part of human nature, and errors occur even in crisis negotiations. This study investigates the effects of purposeful and accidental errors on trustworthiness in individuals and trustworthiness in organizations in a setting of crisis negotiations. The study included a participant set of 64 participants that were asked to imagine themselves in a crisis situation and were approached in an online-chat session by a preprogramed crisis negotiator. Participants were randomly assigned to one of seven conditions: 2(Error: purposeful, accidental) x 3(Response: apology, denial, deflection) + control group. Trust in the crisis negotiator and the police were measured. The analysis of the data showed no significant effects. Still, there were indications that accidental errors resulted in a slightly higher trust score in crisis negotiators than purposeful errors. Furthermore, an apology seemed to be the most suitable response for trust reparation. There was no measurable effect on trust in the police after shifting the blame to a colleague. The response to an error may be a determinant for the trust in the crisis negotiator and should be considered carefully. |
| Item Type: | Essay (Bachelor) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 77 psychology |
| Programme: | Psychology BSc (56604) |
| Link to this item: | https://purl.utwente.nl/essays/81549 |
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