Forgiving Stakeholders
整合信任修复、原谅、利益相关者文化和违规者权力等概念，构建模型预测企业原谅违规利益相关者的程度，帮助管理者、顾问和投资者理解企业反应。
Understanding firm responses to breaches of trust is critical to managing relationships between firms and stakeholders. Although forgiveness is a vital link in the trust-repair process, there is so far no article that examines forgiveness research to identify factors that should influence the propensity of top managers of a transgressed firm to forgive a transgressing stakeholder. This article fills that void by integrating concepts of trust restoration, forgiveness, stakeholder culture, and transgressor power to develop a model that predicts the level of forgiveness a firm is likely to extend to a stakeholder that has breached the firm’s trust. The visibility and magnitude of a transgression—as well as transgressor intentions, reactions, history, reputation, and power—influence the firm’s response, within the context of its stakeholder culture. Our model can help managers, consultants, and investors anticipate and interpret transgressed firm reactions to a transgressing stakeholder’s breach of trust, with implications for relations with the transgressor, relations with other stakeholders, and future firm performance.