Preserving Organizational Trust During Disruption

How is organizational trust preserved during times of disruption? We address this question, building on the concept of active trust which views trust as an ongoing accomplishment constituted by reflexive actors. Drawing on a multi-case study of four organizations that experienced major disruption in...

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Published in:Organization studies Vol. 42; no. 9; pp. 1409 - 1433
Main Authors: Gustafsson, Stefanie, Gillespie, Nicole, Searle, Rosalind, Hope Hailey, Veronica, Dietz, Graham
Format: Journal Article
Language:English
Published: London, England SAGE Publications 01.09.2021
Sage Publications Ltd
Subjects:
Case studies
Conceptual knowledge
Disruption
Economic crisis
Foundations
International finance
Organization studies
Preservation
Transformation
Trust
organizational disruption
employee trust
trust preservation
trust in organizations
ISSN:0170-8406, 1741-3044
Online Access:Get full text
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Abstract How is organizational trust preserved during times of disruption? We address this question, building on the concept of active trust which views trust as an ongoing accomplishment constituted by reflexive actors. Drawing on a multi-case study of four organizations that experienced major disruption in response to the global financial crisis of 2009, we contribute to trust theory in three ways. First, we extend beyond the current focus on trust building and repair by developing conceptual understanding of trust preservation as a distinct phenomenon. Second, we develop a theoretical model that explains how organizational actors accomplish the preservation of employees’ trust in their organization. We identify three trust preservation practices used in the successful case organizations – cognitive bridging, emotional embodying and inclusive enacting – and show that organizational members’ understanding of the established foundations of trust in the organization, and their ability to mobilize these, are critical to the preservation of trust. Third, we position trust preservation as a manifestation and extension of active trust, and show that for trust to be preserved in disruptive contexts, both familiarization and transformation of existing trust practices are required.
AbstractList How is organizational trust preserved during times of disruption? We address this question, building on the concept of active trust which views trust as an ongoing accomplishment constituted by reflexive actors. Drawing on a multi-case study of four organizations that experienced major disruption in response to the global financial crisis of 2009, we contribute to trust theory in three ways. First, we extend beyond the current focus on trust building and repair by developing conceptual understanding of trust preservation as a distinct phenomenon. Second, we develop a theoretical model that explains how organizational actors accomplish the preservation of employees’ trust in their organization. We identify three trust preservation practices used in the successful case organizations – cognitive bridging, emotional embodying and inclusive enacting – and show that organizational members’ understanding of the established foundations of trust in the organization, and their ability to mobilize these, are critical to the preservation of trust. Third, we position trust preservation as a manifestation and extension of active trust, and show that for trust to be preserved in disruptive contexts, both familiarization and transformation of existing trust practices are required.
Author Dietz, Graham
Gustafsson, Stefanie
Hope Hailey, Veronica
Gillespie, Nicole
Searle, Rosalind
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  givenname: Nicole
  surname: Gillespie
  fullname: Gillespie, Nicole
  organization: University of Queensland, Australia
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  givenname: Rosalind
  surname: Searle
  fullname: Searle, Rosalind
  organization: University of Glasgow, UK
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  givenname: Veronica
  surname: Hope Hailey
  fullname: Hope Hailey, Veronica
  organization: University of Bath, UK
– sequence: 5
  givenname: Graham
  surname: Dietz
  fullname: Dietz, Graham
  organization: Durham University, UK
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Issue 9
Keywords organizational disruption
employee trust
trust preservation
trust in organizations
Language English
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Snippet How is organizational trust preserved during times of disruption? We address this question, building on the concept of active trust which views trust as an...
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SubjectTerms Case studies
Conceptual knowledge
Disruption
Economic crisis
Foundations
International finance
Organization studies
Preservation
Transformation
Trust
Title Preserving Organizational Trust During Disruption
URI https://journals.sagepub.com/doi/full/10.1177/0170840620912705
https://www.proquest.com/docview/2568248315
Volume 42
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