Skip to Main Content
 

Global Search Box

 
 
 
 

Files

File List


Rachel_Talton_Dissertation.pdf (2.8 MB)

ETD Abstract Container

Abstract Header

Dare to Restore Trust and Drive Loyalty in Distrust-Dominated Environments: A Stakeholders Perspective

Talton, Rachel Y.
http://rave.ohiolink.edu/etdc/view?acc_num=casedm1568731826883315

Abstract Details

2010, Doctor of Management, Case Western Reserve University, Weatherhead School of Management.
Driven by recent breaches of trust by corporations, religious institutions, government entities and nonprofit organizations and their leaders, stakeholders are increasingly distrustful of the motivations and behaviors of these institutions. We asked two overarching questions in response to this degradation of trust and proliferation of distrust in firms, organizational leaders, and entire sectors of the economy: a) How do organizations repair stakeholder trust once they have broken it? and b) How do organizations navigate distrust- and/or trust-dominated institutional environments, whether or not they have been transgressors? In our conceptual paper, we developed a framework for repairing stakeholder trust by investigating the impact of perceived organizational justice on trust repair. Using the research agenda presented in the conceptual paper, we used our second paper to further examine the trust repair process from the stakeholder perspective. We employed a semi-structured interview research process and found that informational justice, evidence of change, the perceived character and values of organizational leaders and the mode of communication utilized to regain trust were most salient in trust repair. As U.S. economic woes drove deeper and more broad-reaching distrust, we looked outside of the firm to understand how to build trust and loyalty in various industry environments using two competing theoretical lenses. We found that consumer distrust in a firm is a grave threat to loyalty across industries; however, distrust-dominated environments present unique opportunities for some firms with high consumer trust to gain loyalty, while trust-dominated environments present fewer opportunities.
Jagdip Singh, Ph.D. (Advisor)
Nicholas Berente, Ph.D. (Advisor)
Management; Personal Relationships
Trust; Distrust; Consumer Satisfaction; Consumer Loyalty; Stakeholder Theory; Organizational Justice; Trust Repair; Institutional Theory

Recommended Citations

Citations

  • Talton, R. Y. (2010). Dare to Restore Trust and Drive Loyalty in Distrust-Dominated Environments: A Stakeholders Perspective [Doctoral dissertation, Case Western Reserve University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=casedm1568731826883315

    APA Style (7th edition)

  • Talton, Rachel. Dare to Restore Trust and Drive Loyalty in Distrust-Dominated Environments: A Stakeholders Perspective. 2010. Case Western Reserve University, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=casedm1568731826883315.

    MLA Style (8th edition)

  • Talton, Rachel. "Dare to Restore Trust and Drive Loyalty in Distrust-Dominated Environments: A Stakeholders Perspective." Doctoral dissertation, Case Western Reserve University, 2010. http://rave.ohiolink.edu/etdc/view?acc_num=casedm1568731826883315

    Chicago Manual of Style (17th edition)

casedm1568731826883315
214
This document is provided by Case Western Reserve University Doctor of Management for research and educational purposes, and may be under copyright by the author or the author's heirs. Please contact the ETD Center administrator at Case Western Reserve University Doctor of Management mac29@case.edu with any questions or comments. In your email, be sure to include the URL and title of the specific items you are inquiring about.
This open access ETD is published by Case Western Reserve University Doctor of Management and OhioLINK.