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Cited by 398Job Satisfaction and Organizational BehaviorCustomer Service Quality and LoyaltySocial Capital and Networks

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Repairing and Enhancing Trust: Approaches to Reducing Organizational Trust Deficits

Kramer, Roderick M., Lewicki, Roy J.·2010·Academy of Management Annals
DOI 10.1080/19416520.2010.487403
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Abstract

Organizational scholars have long touted the myriad benefits of trust for organizational functioning and performance. Recent surveys, however, document pervasive deficits in such trust. This article addresses the important topic of reducing these deficits. Our attack on this problem is two pronged. First, we examine approaches to repairing damaged trust within organizational settings. Specifically, we assess the state of organizational theory and knowledge regarding effective approaches to trust repair after internal or external events have weakened or damaged trust in an organization. We define what is meant by trust repair, review the most common ways that trust is broken, and then explore the three major approaches that have received the most attention in trust‐repair research. We then address the question of how trust, once repaired, can be enhanced and made more durable and stable. Specifically, we examine theory and evidence regarding the antecedent conditions that support the development and maintenance of what we term presumptive trust among organizational members. We conclude the article with some recommendations of fruitful directions for future research.

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Metadata

Authors
Kramer, R. M., & Lewicki, R. J.
Affiliations
The Ohio State University (US)
Venue
Academy of Management Annals
Publisher
Academy of Management
Published
2010-01
Volume
4
Issue
1
Pages
245-277
ISSN
  • 1941-6067 (ISSN-L)
  • 1941-6520
DOI
10.1080/19416520.2010.487403
OpenAlex
W2083782094
Cited by
398
References
11
Citations by year
2026: 26 · 2025: 24 · 2024: 23 · 2023: 29 · 2022: 28 · 2021: 32 · 2020: 23 · 2019: 30 · 2018: 32 · 2017: 19 · 2016: 26 · 2015: 27 · 2014: 20 · 2013: 24 · 2012: 20
FWCI
36.54
Type
journal article
Language
en
Open access
closed
Locations
Academy of Management Annals (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Sociology and Political Science › Social Capital and Networks
Keywords
organizational trust, trust repair, trust deficit, trust erosion, antecedents of trust

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