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Organizational recidivism’ and trust repair: a story of failed detectives

Sabina Siebert (Adam Smith School of Business, University of Glasgow, Glasgow, UK)
Graeme Martin (School of Business, University of Dundee, Dundee, UK)
Branko Bozic (NEOMA Business School (Rouen Campus), Mont-Saint-Aignan, France)

Journal of Organizational Effectiveness: People and Performance

ISSN: 2051-6614

Article publication date: 17 October 2018

Issue publication date: 17 October 2018

270

Abstract

Purpose

Over the last decade, trust repair has become an important theoretical and practical concern in HRM. The purpose of this paper is to explain why organisations fail to repair their stakeholders’ trust following a series of trust breaches.

Design/methodology/approach

Archival data is used to investigate the Royal Bank of Scotland (RBS). Using the analytical frame of the detective novel, the authors analyse reputational scandals in RBS, and in doing so, they explore the interweaving of two stories: the story of the “crime” (the bank's actions which led to breaches of trust) and the story of the “detectives” (parliamentary, regulatory and press investigators).

Findings

Based on their analysis, the authors argue that the organisation's failure to repair trust is associated with ineffective detection of what went wrong in the bank and why.

Practical implications

HR practitioners dealing with similar situations should understand the complicated and unfolding nature of repeated transgressions, and the reasons why previous trust repair efforts may have failed.

Social implications

An organisation may be showing willingness to accept responsibility for the violation of trust, but while new transgressions happen, trust repair efforts may fail. Therefore, what is needed in organisations is a longitudinal analysis that takes into account organisational history, including earlier wrongdoings.

Originality/value

The paper is one of the few analysing trust repair from a process perspective and using the metaphor of the detective novel to provide insights into organizational reintegration.

Keywords

Citation

Siebert, S., Martin, G. and Bozic, B. (2018), "Organizational recidivism’ and trust repair: a story of failed detectives", Journal of Organizational Effectiveness: People and Performance, Vol. 5 No. 4, pp. 328-345. https://doi.org/10.1108/JOEPP-07-2018-0054

Publisher

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Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

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