Trust Repair After An Organization-Level Failure
2009; Academy of Management; Volume: 34; Issue: 1 Linguagem: Inglês
10.5465/amr.2009.35713319
ISSN1930-3807
AutoresNicole Gillespie, Graham Dietz,
Tópico(s)Supply Chain Resilience and Risk Management
ResumoWe propose a systemic, multilevel framework for understanding trust repair at the organizational level. Drawing on systems theory, we theorize how each component of an organization's system shapes employees' perceptions of the organization's trustworthiness and can contribute to failures and effective trust repair. We distinguish the framework from prior work grounded in dyadic assumptions and propose underlying principles and a four-stage process for organizational trust repair. Finally, we explore the implications for research and practice.
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