Masi Noor m.noor@keele.ac.uk
To Forgive Or Not To Forgive An Organization: Perceived Integrity Versus Competence Transgressions Shape Consumers’ Forgiveness Of Transgressing Organizations
Noor, Masi
Authors
Abstract
Forgiveness can de-escalate conflicts and transform resentment into constructive responses. Although we have learned much about interpersonal and intergroup forgiveness in the last two decades (Fehr et al., 2010; Noor, 2016; Van Tongeren et al., 2014), we still know little about the dynamics underpinning individuals' forgiveness of organisational transgressions. We report two studies that investigated the importance of perceived transgression types (lack of integrity vs. lack of competence vs. control) in determining forgiveness towards transgressing organisations. In both studies, organisations were less forgivable when their transgressions were attributed to the lack of integrity (vs. competence or control condition). Forgiveness mediated the negative impact of transgression on punitiveness, highlighting the buffering role of forgiveness in the aftermath of organisational failings. Our findings generalised across both public and private organisations, different designs and cultural contexts.
Citation
Noor, M., Chao, M. M., & Doosje, B. (2022). To Forgive Or Not To Forgive An Organization: Perceived Integrity Versus Competence Transgressions Shape Consumers’ Forgiveness Of Transgressing Organizations. Applied Psychology, 72(3), 1160-1180. https://doi.org/10.1111/apps.12428
Journal Article Type | Article |
---|---|
Acceptance Date | Aug 20, 2022 |
Online Publication Date | Sep 13, 2022 |
Publication Date | Aug 24, 2022 |
Journal | Applied Psychology: an international review |
Print ISSN | 0269-994X |
Publisher | Wiley |
Volume | 72 |
Issue | 3 |
Pages | 1160-1180 |
DOI | https://doi.org/10.1111/apps.12428 |
Keywords | Applied Psychology, Arts and Humanities (miscellaneous), Developmental and Educational Psychology |
Publisher URL | https://iaap-journals.onlinelibrary.wiley.com/doi/10.1111/apps.12428 |
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