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To Forgive Or Not To Forgive An Organization: Perceived Integrity Versus Competence Transgressions Shape Consumers’ Forgiveness Of Transgressing Organizations

Noor, Masi

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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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