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Bachmann, Reinhard, Gillespie, Nicole and Priem, Richard (2015) 'Repairing Trust in Organizations and Institutions: Toward a Conceptual Framework.' Organization Studies, 36 (9). pp. 1123-1142.

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Trust plays a fundamental role in facilitating social exchange, yet recent global events have undermined trust in many of society’s institutions and organizations. This raises the pertinent question of how trust in organizations and institutions can be restored once it has been lost. The emerging literature on trust repair is largely focused at the micro level, with limited examination of how these processes operate at the macro level and across levels. In this introductory essay, we show how the papers in this special issue each advance our understanding of macro-level trust repair. We draw on these papers, as well as the extant interdisciplinary literature, to propose an integrated conceptual model of six key mechanisms for restoring trust in organizations and institutions, highlighting the merits, limits and paradoxes of each. We conclude that no single mechanism can be relied on to rebuild organizational trust and identify a future research agenda for advancing scholarly understanding of organizational and institutional trust repair.

Item Type: Journal Article
Keywords: Conceptual framework, trust crises, trust in institutions, trust in organizations, trust repair
SOAS Departments & Centres: Departments and Subunits > School of Finance & Management
Legacy Departments > Faculty of Law and Social Sciences > School of Finance and Management
ISSN: 01708406
Copyright Statement: © The Author(s) 2015. This is the version of the article accepted for publication in Organization Studies published by SAGE
DOI (Digital Object Identifier):
Date Deposited: 25 Jul 2015 11:05
Funders: Other

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