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Case on Trust

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Occasional Paper 5

The Recovery of Trust: Case studies of organisational failures and trust repair
BY GRAHAM DIETZ AND NICOLE GILLESPIE

Published by the Institute of Business Ethics

Occasional Paper 5

Authors

Dr Graham Dietz is a Senior Lecturer in Human Resource Management and Organisational Behaviour at Durham University, UK. His research focuses on trust repair after organisational failures, as well as trust-building across cultures. Together with his co-author on this report, his most recent co-edited book is Organizational Trust: A cultural perspective (Cambridge University Press). Dr Nicole Gillespie is a Senior Lecturer in Management at the University of Queensland, Australia. Her research focuses on building, repairing and measuring trust in organisations and across cultural and professional boundaries. In addition, Nicole researches in the areas of leadership, teams and employee engagement.

Acknowledgements

The authors would like to thank the contact persons in the featured organisations for their comments on an earlier draft of this Paper. The IBE is particularly grateful to Severn Trent and BAE Systems for their support of this project.

All rights reserved. To reproduce or transmit this book in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage and retrieval system, please obtain prior permission in writing from the publisher. The Recovery of Trust: Case studies of organisational failures and trust repair Price £10 ISBN 978-1-908534-00-2 © IBE www.ibe.org.uk First published February 2012 by the Institute of Business Ethics 24 Greencoat Place London SW1P 1BE Registered Charity No. 1084014 The Institute’s website (www.ibe.org.uk) provides information on IBE publications, events and other aspects of its work.

THE RECOVERY OF TRUST: CASE STUDIES OF ORGANISATIONAL…...

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