Restoring Trust in an Organization after a Business School Rankings Scandal
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Kozminski University
Publication date: 2022-03-21
Polish Sociological Review 2022;217(1):93-114
This paper investigates how an organization tries to restore trust after an organizational-level scandal by examining the trust repair process. The study adopts a qualitative research approach to analyze the case of the scandal at Temple University’s Fox School of Business concerning the submission of false data to the ranking body. This paper shows the importance of trust between education institutions and the society and how it is difficult to rebuild it after violation. While dealing with trust rebuilding at the organizational level, we should consider not only the prior reputation of the organization, but also appropriate timing of trust repair mechanisms and number of actors involved in the trust failure situation. This paper also presents the trust rebuilding actions in a novel institutional setting, that is, in case of the business school.
The paper was supported by Kozminski University grants.
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