Employee trust repair : a systematic review of 20 years of empirical research and future research directions

Abstract

Employee trust, and increasingly its absence, is a critical topic for researchers and practitioners interested in social relations in the context of work and organizing. Employee trust repair is particularly important in the current disrupted work environment, due to unpredictable changes such as the Covid-19 pandemic and the uncertainty those bring to our lives. It is not surprising that employee trust is attracting increasing interest among researchers and practitioners alike. In this article, we systematically review and take stock of the research on trust repair conducted in the past two decades to provide comprehensive insights and future research directions for researchers and managers. In our review, we propose that early use of trust repair strategies in response to small violations, prevents these violations escalating into larger violations, and hence, enhances the efficiency and effectiveness of trust repair with employees. We conclude by describing future directions.