Chapter
2 The economic crisis of 2008, trust in government, and generalized trust
Trust, the Tea Party, and the economic crisis: the Pew survey
What shapes generalized trust?
What shapes Tea Party support?
3 Too big to trust? Managing stakeholder trust in business in the post-bail-out economy
TBTF and distrust in business
Conceptualizing stakeholder trust: definitions and assumptions
The nature of distrust following TBTF: an illustration
Flawed assumption 1: relevant organizational actors and behaviors are easily identified by the stakeholder
Flawed assumption 2: the trust dimension implicated in an organization´s behavior is easily identified
Flawed assumption 3: who an organizational decision will impact is relatively well understood
Flawed assumption 4: the link between organizational action and organizational impact is straightforward
Re-characterizing organizational behavior: scale and silos
Implications for research on stakeholder trust
Revising our conceptualization of competence-based trust
Revising our conceptualization of character-based trust
The need to understand trust attribution processes in complex environments
The need to work toward a systems-level theory of organizational trust
Implications for management of stakeholder trust
4 At the crossroads of trust and distrust: skepticism and ambivalence toward business
The public's distrust of business
Current events and a historical perspective
The Occupy Wall Street movement: "mad as hell" at "greed is good"
Surveys of public trust in business
A review of empirical evidence
The Edelman Trust Barometer: a global survey of the public
Assessing the "accountability movement"
The Public Agenda and Kettering Foundation study
A new reality and new relationships for business
Simultaneous trust and distrust: the Lewicki, McAllister, and Bies model
Value congruence and reliability
The Sitkin and Roth model
New directions for understanding the public's trust and distrust of business
Managing the tensions between responsibility and accountability
At the crossroads of trust and distrust
5 Public trust in business and its determinants
The notion of public trust in business
Determinants of public trust
Truster-related determinants of public trust
Trustee-related determinants of public trust
Espoused values - used for value congruence factor
6 The role of public, relational, and organizational trust in economic affairs
Part II Public trust and business organizations
7 Public trust and trust in particular firm-stakeholder interactions: a theoretical model and implications for management
Aspects of trust: goodwill and competence
A stakeholder view of organizational trust
Discussion and conclusions
8 Creating more trusting and trustworthy organizations: exploring the foundations and benefits of presumptive trust
Conceptualizing presumptive trust
Foundations of presumptive trust in organizations
Some conclusions and suggested directions for further inquiry
9 Building trust through reputation management
The current environment for reputation and trust in business
Netflix gets lost in the (e)mail
Listening skills lead to problems at News Corporation
Surviving the current crisis through reputation management
What are identity, brand, image, and reputation?
Measuring and managing reputation
Reputation management strategies that build trust
Focus on values and principles-based leadership
Back all rhetoric with clear-cut action - constituency trust cannot be regained
Harness social media to build trust
Focus on authenticity and transparency
Conclusion: what success will look like
10 Can trust flourish where institutionalized distrust reigns?
Trust and distrust as mechanisms to coordinate interaction
Different forms of trust and distrust
The two-tier corporate governance system: a form of institutionalized distrust
11 Roles of third parties in trust repair: lessons from high-tech alliances for public trust
The role of trust in high-tech alliances
Interorganizational trust
Data collection, sample, and measures
Lessons for public trust - avenues for further research
12 The repair of public trust following controllable or uncontrollable organizational failures: a conceptual framework
Key questions and approach
Public trust: integrity and competence dimensions
Organization-level failures
Communication and the repair of public trust
The contingent value of timely, ``uncontrollable´´ explanations in competence vs. integrity violations
Credible signals and the rebuilding of public trust: structural and strategic
Institutional repair mechanisms
The value of a bundle of signs, weak signals, and signals
Cheap talk and costly action
13 Toward a better understanding of public trust in business
Definition and antecedents
Societal narratives about public trust
Public Trust in Business
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