Authors: Antonella La Rocca; Grzegorz Leszczyń ski; Ivan Snehota; Marek Zieliń ski
The purpose: We investigate origins and reasons of incidents that impair trust in business relationships, reactions of the parties and consequences, with the aim to get insight in the dynamics of trust in customer supplier relationships. Methodology: Empirically we rely on cases of incidents in 14 business relationships. Findings: We found that at the origin of incidents that impair trust between parties to business relationships are perceived ‘misbehaviors’ of the counterpart but also various contextual factors. We also found that efforts to repair trust are asymmetric and that incidents are mitigated or exacerbated by external events which makes the process of repairing unpredictable. Originality: We argue that the concept of trust in business relationships is more faceted than usually assumed, broader than individual perceptions of trustworthiness of the counterpart. Implications of our findings for ‘managing trust’ are discussed.
Journal: ( – )
Web Address:
Publish Year: 2018
Conference: Marseille, France (2018)