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Trust repair after organization-level failure

Gillespie, N.; Dietz, G.

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Authors

N. Gillespie

G. Dietz



Abstract

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.

Citation

Gillespie, N., & Dietz, G. (2009). Trust repair after organization-level failure. Academy of Management Review, 34(1), 127-145. https://doi.org/10.5465/amr.2009.35713319

Journal Article Type Article
Publication Date Jan 1, 2009
Deposit Date May 12, 2010
Publicly Available Date Mar 28, 2024
Journal Academy of Management Review
Print ISSN 0363-7425
Electronic ISSN 1930-3807
Publisher Academy of Management
Peer Reviewed Peer Reviewed
Volume 34
Issue 1
Pages 127-145
DOI https://doi.org/10.5465/amr.2009.35713319
Public URL https://durham-repository.worktribe.com/output/1565179

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