Trust repair after an organization-level failure

Gillespie, Nicole and Dietz, Graham (2009) Trust repair after an organization-level failure. Academy of Management Review, 34 1: 127-145. doi:10.5465/AMR.2009.35713319

Attached Files (Some files may be inaccessible until you login with your UQ eSpace credentials)
Name Description MIMEType Size Downloads

Author Gillespie, Nicole
Dietz, Graham
Title Trust repair after an organization-level failure
Journal name Academy of Management Review   Check publisher's open access policy
ISSN 0363-7425
Publication date 2009-01
Year available 2009
Sub-type Critical review of research, literature review, critical commentary
DOI 10.5465/AMR.2009.35713319
Volume 34
Issue 1
Start page 127
End page 145
Total pages 19
Place of publication Briarcliff Manor, NY, United States
Publisher Academy of Management
Language eng
Subject 15 Commerce, Management, Tourism and Services
Abstract We propose a systemic, multi-level 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 an 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. The implications for research and practice are explored.
Keyword Trust
Organization reputation
Systems theory
Crisis management
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Non-UQ

Document type: Journal Article
Sub-type: Critical review of research, literature review, critical commentary
Collections: Faculty of Business, Economics and Law -- Publications
ERA 2012 Admin Only
UQ Business School Publications
Version Filter Type
Citation counts: TR Web of Science Citation Count  Cited 116 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 0 times in Scopus Article
Google Scholar Search Google Scholar
Created: Sun, 07 Mar 2010, 22:15:44 EST by Ms Nicole Gillespie on behalf of UQ Business School