Building and Protecting Organizational Trust with External Publics: Canadian Senior Executives' Perspectives

Natalie Doyle Oldfield, Alla Kushniryk


Background  Building and protecting trust has always been challenging, yet critical for organizational success.

Analysis  This article examines how Canadian organizations recognized as being successful generate trust with their external publics. Using a grounded theory approach, the authors interviewed 10 senior executives from publicly recognized successful Canadian companies.

Conclusion and implications  Based on their findings, the authors propose eight principles for organizations to follow to build and protect organizational trust with their external publics.

Keywords  Organizational trust; In-depth interviews; Grounded theory; External publics

Contexte  La construction et la protection de la confiance ont toujours été difficiles, mais essentielles pour le succès de l’organisation.

Analyse Cet article examine comment les organisations canadiennes qui sont reconnues comme réussies instaurent la confiance avec leurs publics externes. En utilisant une approche de la théorie ancrée, dix cadres supérieurs d’entreprises réussies publiquement reconnues ont été interviewés au Canada.

Conclusions et implications S’inspirant de leurs découvertes, les auteurs proposent huit principes pour les organisations à suivre afin de construire et de protéger la confiance organisationnelle avec leurs publics externes.

Mots clés  Confiance organisationnelle: Entretiens approfondis; Théorie ancrée; Public externe


Organizational Trust; In-depth Interviews; Grounded Theory; External Publics; Building and Protecting Trust

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