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Kim, P. H., Ferrin, D. L., Cooper, C. D., & Dirks, K. T. (2004). Removing the Shadow of Suspicion: The Effects of Apology versus Denial for Repairing Competence-versus Integrity-Based Trust Violations. Journal of Applied Psychology, 89, 104-118.
https://doi.org/10.1037/0021-9010.89.1.104

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