Title: Trust Repair
Subject Classification:  Business and Management, Psychology  
BIC Classification: KJ, KJU, JM
BISAC Classification: BUS074030, BUS071000, PSY021000
Binding: Hardback, eBook
Planned publication date: Jun 2026
ISBN (Hardback): 978-1-83711-685-0
ISBN (eBook): 978-1-83711-686-7

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Description

The problem of dealing with trust violations in inter-organisational and inter-relational contexts has not been well addressed. Attempts that have been made to understand this problem have primarily been confined to traditional organisational relationships in the business sector, and the processes by which relationships are damaged and their implications. This research contributes to, and advances knowledge and understanding on this subject, providing the answer to the question: is it possible to repair inter-relational trust, and if so how? Drawing on theory derived from the business sector, and through a voluntary sector lens, a framework of four predetermined themes provide the structure for a mixed-methods, deductive and case study approach.

The central study examines and assesses the effectiveness of Oxfam’s efforts to restore trust following criticisms of how leaders handled staff misconduct during the humanitarian response to the earthquake in Haiti in 2011. This in-depth case analysis reveals that it is possible to repair trust by establishing a new foundational-base for trust (FBT). The research findings demonstrate that this is achieved by successfully completing the four necessary and sufficient steps in the APIE trust repair model, which unlike existing models, recognises evaluation as an essential component in this process.

These findings are vital to researchers, policy makers and practitioners faced with the challenge of restoring trust, offering a simple, effective and comprehensive means to solve the problem of dealing with trust violations in inter-organisational and interrelational contexts. This is significant because it helps maximise the effectiveness of those inter-relationships which have developed in both the business and voluntary sectors that have subsequently been damaged by violations of trust.

This important new study can be used to support teaching and research at undergraduate and postgraduate level.

Biography

Author(s):  Dr. James Raven gained his PhD from Leeds Beckett University, England.

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