Trust deterioration in an international buyer-supplier relationship

Journal of Business Ethics 36 (1-2):65 - 78 (2002)
Abstract
Despite an abundance of research on inter-organizational trust, researchers are only beginning to understand the process of trust deterioration as an inter-organizational phenomenon. This paper presents a case study examining the deteriorating relationship between two international high-tech firms. We surveyed respondents from the supplier firm to identify major elements that reduced the supplier's trust in its customer, using the dimensions of trust identified by Mayer et al. (1995). While violations of ability, integrity, and benevolence all contributed to trust reduction, early violations of trustee benevolence contributed importantly to trust deterioration. Over time, the relationship became "sensitive," and respondents reported many incidents of trust violation. Managers reported primarily integrity- and benevolence-related incidents, while no pattern emerged among operations personnel. We examine the results in light of Hosmer's (1995) ethically-based trust principles. The supplier and customer would likely differ in their opinion of whether the customer was acting "ethically." This suggests that scholars need to examine how many principles can be violated before trust is eliminated, and whether any of the principles are particularly salient in business relationships.
Keywords business ethics  buyer-supplier relationship  trust  trust deterioration  trust repair
Categories (categorize this paper)
Reprint years 2004
DOI 10.1023/A:1014239812469
Options
 Save to my reading list
Follow the author(s)
My bibliography
Export citation
Find it on Scholar
Edit this record
Mark as duplicate
Revision history
Request removal from index
Download options
Our Archive


Upload a copy of this paper     Check publisher's policy     Papers currently archived: 28,182
Through your library
References found in this work BETA

No references found.

Add more references

Citations of this work BETA

Add more citations

Similar books and articles
Trust: The Scarcest of Medical Resources.Patricia Illingworth - 2002 - Journal of Medicine and Philosophy 27 (1):31 – 46.
Puzzles About Trust.Doran Smolkin - 2008 - Southern Journal of Philosophy 46 (3):431-449.
Trust, Morality and International Business.George G. Brenkert - 1998 - Business Ethics Quarterly 8 (2):293-317.
Trust in Scientific Publishing.Harry Hummels & Hans E. Roosendaal - 2001 - Journal of Business Ethics 34 (2):87 - 100.
Trust in Strangers, Trust in Friends.Jessica Miller - 2003 - Philosophy in the Contemporary World 10 (1):17-22.
Creating Trust.Robert C. Solomon - 1998 - Business Ethics Quarterly 8 (2):205-232.
Is It Commercially Irresponsible to Trust?Keith Blois - 2003 - Journal of Business Ethics 45 (3):183 - 193.

Monthly downloads

Added to index

2009-01-28

Total downloads

37 ( #139,902 of 2,172,029 )

Recent downloads (6 months)

1 ( #325,967 of 2,172,029 )

How can I increase my downloads?

My notes
Sign in to use this feature


Discussion
Order:
There  are no threads in this forum
Nothing in this forum yet.

Other forums