Impression management attenuates the effect of ability on trust in economic exchange

Abstract

Are competent actors still trusted when they promote themselves? The answer to this question could have far-reaching implications for understanding trust production in a variety of economic exchange settings in which ability and impression management play vital roles, from succeeding in one's job to excelling in the sales of goods and services. Much social science research assumes an unconditional positive impact of an actor's ability on the trust placed in that actor: in other words, competence breeds trust. In this report, however, we challenge this assumption. Across a series of experiments, we manipulated both the ability and the self-promotion of a trustee and measured the level of trust received. Employing both online laboratory studies (n = 5,606) and a field experiment (n = 101,520), we find that impression management tactics (i.e., self-promotion and intimidation) can substantially backfire, at least for those with high ability. An explanation for this effect is encapsuled in attribution theory, which argues that capable actors are held to higher standards in terms of how kind and honest they are expected to be. Consistent with our social attribution account, mediation analyses show that competence combined with self-promotion decreases the trustee's perceived benevolence and integrity and, in turn, the level of trust placed in that actor.

Keywords: ability; experiments; impression management; trust.

Fig. 1.

Interactive effects of ability and self-promotion on trust, as found in studies 1A and 1B. Self-promotion attenuates the positive effect of ability on trust ratings in both a commercial setting (A) and an organizational setting (B).

Fig. 2.

Moderated-mediation model of study 4. Benevolence and integrity both mediate the effect of ability on trust, and self-promotion represents a negative moderator of these mediation effects (dashed lines denote statistically nonsignificant effects).