Book contents
- Frontmatter
- Contents
- List of figures
- List of tables
- Notes on contributors
- Preface: discovering new territory in public trust in business
- Acknowledgments
- 1 Public trust in business: what’s the problem and why does it matter?
- Part I Trusting the institution of business
- 2 The economic crisis of 2008, trust in government, and generalized trust
- 3 Too big to trust? Managing stakeholder trust in business in the post-bail-out economy
- 4 At the crossroads of trust and distrust: skepticism and ambivalence toward business
- 5 Public trust in business and its determinants
- 6 The role of public, relational, and organizational trust in economic affairs
- Part II Public trust and business organizations
- Index
- References
4 - At the crossroads of trust and distrust: skepticism and ambivalence toward business
Published online by Cambridge University Press: 05 July 2014
By
Book contents
- Frontmatter
- Contents
- List of figures
- List of tables
- Notes on contributors
- Preface: discovering new territory in public trust in business
- Acknowledgments
- 1 Public trust in business: what’s the problem and why does it matter?
- Part I Trusting the institution of business
- 2 The economic crisis of 2008, trust in government, and generalized trust
- 3 Too big to trust? Managing stakeholder trust in business in the post-bail-out economy
- 4 At the crossroads of trust and distrust: skepticism and ambivalence toward business
- 5 Public trust in business and its determinants
- 6 The role of public, relational, and organizational trust in economic affairs
- Part II Public trust and business organizations
- Index
- References
Summary
EXECUTIVE SUMMARY
the situation
Current analyses of public trust in business do not capture the new relationships and realities facing business in the twenty-first century.
key questions
What do high levels of distrust in business really mean? Is there a “new normal” with respect to trust and distrust in business? Should business leaders and policy makers be concerned about levels of trust in business? Are business accountability strategies and analytic tools effective for building public trust in business?
new knwowledge
Trust and distrust are not ends of the same continuum; rather, trust and distrust are two distinct phenomena, and both can exist simultaneously with respect to the public’s attitudes toward business. The simultaneous coexistence of trust and distrust creates the condition of ambivalence toward business. Trust tends to be a fairly stable phenomenon, but distrust also appears to be a resilient phenomenon, defining a new business landscape in which it does not fade away but is always present, if not always salient.
- Type
- Chapter
- Information
- Public Trust in Business , pp. 86 - 115Publisher: Cambridge University PressPrint publication year: 2014
References
(2010, April), ‘Leading change in the era of bad news: Dealing with anger, distrust, and revenge in the workplace.’ Paper presented at the ProSci Global Conference, Las Vegas, NV.
and (1986), ‘Interactional justice: communication criteria of fairness.’ In , , and (eds.), Research on Negotiation in Organizations. Greenwich, CT: JAI Press, 43–55.Google Scholar
and (1996), ‘Beyond distrust: getting even and the need for revenge.’ In , and (eds.), Trust in Organizations: Frontiers of Theory and Research. Thousand Oaks, CA: Sage Publications, 246–260.CrossRefGoogle Scholar
, , and (1997), ‘At the breaking point: cognitive and social dynamics of revenge in organizations.’ In and (eds.), Anti-social Behavior in Organizations. Thousand Oaks, CA: Sage, 18–36.Google Scholar
(2006), ‘Medical justice: making the system work better for patients and doctors.’ Testimony before the United States Senate, Committee on Health, Education, Labor and Pensions, June 22.
and (1999), ‘Internal service recovery: developing a new construct.’ International Journal of Service Industry Management, 10, 118–132.CrossRefGoogle Scholar
(1962), ‘Cooperation and trust: some theoretical notes.’ Nebraska Symposium on Motivation (pp. 275–320). Lincoln, NE: Nebraska University Press.Google Scholar
(2009), .
(2010), .
(2011), .
(2012), .
, & (2004), ‘Ethics and public trust: results from national survey.’ Public Integrity, 6, 63–75.Google Scholar
(2004), ‘Distrust: manifestations and management.’ In (ed.), Distrust. New York: Russell Sage Foundation, vol. VIII, 3–33.Google Scholar
(2011, December 9), ‘Tweeting without fear: how three companies have built their twitter strategies.’ Wall Street Journal, B1.
(1989), Crucial Decisions: Leadership in Policymaking and Crisis Management. New York: Free Press.Google Scholar
and (2004), ‘The accountability paradox in an age of reinvention: the perennial problem of preserving character and judgment.’ Administration & Society, 36, 255–281CrossRefGoogle Scholar
and (eds.) (2012), Restoring Trust in Organizations and Leaders: Enduring Challenges and Emerging Answers. New York: Oxford University Press.CrossRefGoogle Scholar
(1980). ‘What should be done with equity theory? New approaches to the study of fairness in social relationship.’ In , , and (eds.), Social Exchange: Advances in Theory and Research. New York: Plenum Press, 27–55.CrossRefGoogle Scholar
, , and (1998), ‘Trust and distrust: new relationships and realities.’ Academy of Management Review, 23(3), 438–458.CrossRefGoogle Scholar
(2011), ‘Accountability and democracy.’ In Public Agenda and Kettering Foundation, Don’t Count Us Out (3–5) (at: ).
, , and (2009), ‘Why service recovery fails: tensions among customer, employee, and process perspectives.’ Journal of Service Management, 20, 253–273.CrossRefGoogle Scholar
(1965), Unsafe at Any Speed: The Designed-in Dangers of the American Automobile. New York: Grossman.Google Scholar
, , and (1991), ‘Understanding customer expectations of service.’ Sloan Management Review, 32(3), 39–48.Google Scholar
(2011), Don’t Count Us Out: How an Overreliance on Accountability Could Undermine the Public’s Confidence in Schools, Business, Government, and More (at ).
(2003), ‘Against all reason: Trusting in trust.’ Organizational & Social Dynamics, 3, 19–39.Google Scholar
and (1993), ‘The legalistic organization: Definitions, dimensions and dilemmas.’ Organization Science, 4, 343–349.CrossRefGoogle Scholar
and (1993), ‘Explaining the limited effectiveness of legalistic “remedies” for trust/distrust.’ Organization Science, 26, 367–392.CrossRefGoogle Scholar
and (2009), Getting even: The Truth about Workplace Revenge – And How to Stop It. San Francisco, CA: Jossey-Bass.Google Scholar
and (1992), ‘A relational model of authority in groups.’ In (ed.), Advances in Experimental Social Psychology. New York: Academic Press, vol. XXV, 115–192.Google Scholar
E. (1975). Markets and hierarchies: Analysis and antitrust implications. New York: Free Press.Google Scholar
(1979). ‘Trust and distrust.’ In and (eds.), The Social Psychology of Intergroup Relations. Belmont, CA: Wadsworth, 174–187.Google Scholar
G. (1986). ‘Production of trust: institutional sources of economic structure, 1840–1920.’ In and (eds.), Research in Organizational Behavior. Greenwich, CT: JAI Press, vol. VIII, 53–111.Google Scholar
- 3
- Cited by