Can Warm Behavior Mitigate the Negative Effect of Unfavorable Governmental Decisions on Citizens’ Trust?

Abstract For decades, scholars have discussed how to build greater citizen trust in government. I hypothesize that increase government, we should consider whether decisions made bureaucrat–citizen encounters (e.g. applications for welfare benefits) are favorable citizens. Building on insights from social psychology, argue cases where citizens presented with unfavorable rejection of applications), public employees can mitigate the negative impact government by appearing warm and friendly decision-making process. The argument is tested a large-scale randomized survey experiment representative sample Danish citizens, manipulate decision favorability warmth. findings reveal outcome warmth strongly influence citizens’