TRUST REPAIR AFTER AN ORGANIZATION-LEVEL FAILURE

• 成果类型: Article
• 署名作者: Gillespie, Nicole; Dietz, Graham
• 署名单位: University of Melbourne; Durham University
• 刊物名称: ACADEMY OF MANAGEMENT REVIEW
• ISSN/ISSBN: 0363-7425
• DOI: 10.5465/AMR.2009.35713319
• 发表日期: 2009
• 页码: 127-145
• 关键词: INTEGRITY; performance; management; climate; APOLOGY; CRISIS; MODEL

摘要

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.