Document Type
Article
Publication Date
12-1-2008
Abstract
Organizational trust repair is a burgeoning field of inquiry, due in large part to the ethical and financial failures in U.S. corporations, churches, governments, media outlets, and nonprofit organizations. The subsequent financial, professional, and emotional damage to stakeholders has resulted in a crisis of trust in organizations and their leaders. We explore the trust repair process from a stakeholder's perspective in a qualitative study of executives, employees, and customers of three U.S. institutions: a Fortune 500 corporation, a nonprofit organization, and a government entity. Findings suggest trust repair is not a process-driven phenomenon. The provision of credible reparative information, evidence of organizational change, character of organizational executive leaders, and mode of communication most influence the repair of stakeholder trust.
Keywords
business ethics, trust, trust repair, organizational justice, informational justice
Rights
© The Author(s). Kelvin Smith Library provides access for non-commercial, personal, or research use only. All other use, including but not limited to commercial or scholarly reproductions, redistribution, publication or transmission, whether by electronic means or otherwise, without prior written permission is strictly prohibited.
Department/Center
Design & Innovation
Recommended Citation
Daniel, Rachel Y., "Promises To Keep: Exploring Organizational Trust Repair From A Stakeholder Perspective" (2008). Student Scholarship. 345.
https://commons.case.edu/studentworks/345