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Trust repair after organization-level failure.

Gillespie, N. and Dietz, G. (2009) 'Trust repair after organization-level failure.', Academy of management review., 34 (1). pp. 127-145.


We 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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Record Created:12 May 2010 10:50
Last Modified:01 Dec 2017 15:29

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