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Über dieses Buch

This book brings together the theory and practice of managing public trust. It examines the current state of public trust, including a comprehensive global overview of both the research and practical applications of managing public trust by presenting research from seven countries (Brazil, Finland, Poland, Hungary, Portugal, Taiwan, Turkey) from three continents. The book is divided into five parts, covering the meaning of trust, types, dimension and the role of trust in management; the organizational challenges in relation to public trust; the impact of social media on the development of public trust; the dynamics of public trust in business; and public trust in different cultural contexts.

Inhaltsverzeichnis

Frontmatter

Chapter 1. Introduction

Contemporary management goes beyond individual organizations. The increasing frequency of international encounters has led to crises of greater complexity and variety. Sorting out and solving these crises requires fundamental trust, which is a very fragile component of organizational interactions. Trust is difficult to establish and sustain, but it can be destroyed very easily. People create expectations about others, believing that they will behave in a way that is beneficial and not harmful for the parties in an interaction. Trust is a very important part of social and organizational life, especially in situations where the trustor depends on the trustee’s future actions to achieve her or his own goals and objectives. This is of great importance in managing public organizations. The necessity of establishing conditions of creating public trust is becoming omnipresent (Denhardt 2011; Lane 2009). Thus, trust must be taken into account in the operations of any public organization.
Barbara Kożuch, Sławomir J. Magala, Joanna Paliszkiewicz

Trust and Public Trust: Background and Definitions

Frontmatter

Chapter 2. Trust: A Multifaceted Notion

In the era of different crises, there is a great need for trust. Researchers and practitioners have explored the significance of trust. The trust-building process starts with building credibility and reputation at the personal level and is always related to a certain amount of risk. This chapter presents the concept of trust as a multifaceted notion based on a critical literature review and proposes future research in this area. The definitions of trust, its different types and dimensions, and the role of trust in management are described. Finally, conclusions and future directions are proposed.
Joanna Paliszkiewicz

Chapter 3. Understanding Public Trust

Analyses of current scientific achievements have shown that there are some shortcomings of public trust, both in the practice of managing public organizations and in theoretical responses to the contemporary challenges of shaping trust within public organizations while establishing their external relationships. This chapter provides a framework for interpreting the specificity of trust in public organizations in the context of the concepts of publicness, particularly linkages between public trust, the effectiveness of public organizations, and the processes of creating, regaining, and sustaining public trust in public organizations. This chapter reports on the current state of knowledge about public trust and helps to further a deeper understanding of creating public trust within and between organizations.
Barbara Kożuch

Public Trust and Organizational Challenges

Frontmatter

Chapter 4. Public Trust and Organizational Change

Public trust is either an attribute of a relationship, a property of an individual personality, or an attribute of socialization (a cultural rule). These three conceptualizations of trust overlap when oligarchs and populists make and break the elites. Populations should trust their hopes that upward mobility towards the elite status is possible, which will generate enough commitment to the reproduction of social order. To sustain belief in meritocracy, populations should also trust that the elites deserve their elite status. Trust in academic professionals as the acknowledged, legitimized experts in producing knowledge is a litmus paper of social trust. The quality of academic credentials—of bachelor, master, and doctorate degrees—should be trusted, as they are thought to stimulate the evolution of complex societies.
Sławomir J. Magala

Chapter 5. Public Trust and Organizational Learning in Academic Institutions in Poland

It is widely known that the possibility of common learning increases the probability of high collaborative performance. In contemporary knowledge generation, one of the main organizational factors which has a significant impact on collaborative processes is trust. Particularly, it is organizational trust that significantly influences the organizational knowledge-sharing environment. The influence of the multidimensional nature of trust on the learning processes and knowledge exchange depends on the area of an organization’s activity, which in this chapter is assumed to be the search for the relations between organizational trust and studying in higher schools. The achievement of this research goal is based on desk research and a diagnostic survey.
The considerations are concentrated on the theoretical outline of trust, organizational learning and knowledge management, including public trust and organizational learning as tools of managing academic institutions. The provided analysis covers identification of communication forms, evaluation of the level of studying and knowledge sharing, impact of trust on inter-organizational learning and knowledge creation, as well as opinions on the general level of trust in higher education institutions. As a result, the conducted research enabled identifying the levels of organizational trust and learning, and specifying the relations between them.
This chapter is devoted to the issue of building and maintaining trust in academic institutions, as illustrated by the example of Poland. In this chapter, the theoretical outlines of trust and organizational learning as tools of managing academic institutions are presented. A questionnaire research allowed us to evaluate of the impact of trust on interorganizational learning and knowledge creation, as well as opinions on the general level of trust in higher education institutions. The conducted research enabled us to identify the levels of organizational trust and learning and specify the relationships between them. The chapter illustrates how public trust is built and sustained in a setting such as organizational learning in academic institutions.
Barbara Kożuch, Katarzyna Sienkiewicz-Małyjurek, Regina Lenart-Gansiniec

Chapter 6. The Role and Importance of Trust in the Processes of Human Resource Management

The chapter focuses on the role and importance of trust in the processes of human resource management. In this chapter, the term “human resource management” refers to the strategic dimension of human management. Two relationships occur here: On the one hand, trust plays a huge role in the processes of recruitment, adaptation, training, motivation, and employee assessment. However, on the other hand, these processes may either enhance or destroy trust. Being one of the organizational values, trust cannot be maintained or developed when the levels of competence, fairness, and predictability of behavior are low. The chapter assumes that the development or loss of trust in an organization as an open system influences public trust—that is, both trust in an organization in its micro and macro environments and public trust related to employees’ perceptions of their organization.
Marek Bugdol

Chapter 7. Cultural Factors of Trust in a Public Organization as a Workplace

In this chapter, the concept of trust in organizations is dissected and analyzed within the framework of national culture. The authors evaluate organizational trust in the context of culture with many of the following variables: interpersonal conflict, resistance to change, empowerment, and support for innovation, as noted in the literature. Trust is analyzed within the framework of social capital. The aim of this chapter is to examine empirical research and the concepts that support the meaning, structure, and progression of trust across various cultural confines in order to develop an accumulative pool of knowledge on this immensely complex process.
Michał Chmielecki, Łukasz Sułkowski

Chapter 8. Trust and Strategic Partnerships: Barriers to Developing Dynamic Capabilities in a Public Organization

Trust is a subject that can be heard almost daily in every organization’s actions and strategy work. Trust is also a valuable issue for individuals. However, trust has different dimensions in the business world, where it is usually referred to as a partnership. The aim of this chapter is to clarify and explore trust, partnerships, and dynamic capabilities. The first main objective is to clarify the causes and effects behind official partnership agreements. We also explore the main drivers for forming a partnership. The second objective is to study the role of partnerships in a dynamic capability framework. We examine how a partnership supports dynamic capabilities or serves as a barrier to developing dynamic capabilities.
Jaakko Sivusuo, Josu Takala

The Development of Public Trust

Frontmatter

Chapter 9. Building Public Trust in Social Media

In this chapter, we focus on trust as an important factor in the development of the relationship between public organizations that use Twitter and the users who follow them. Public trust is analyzed in three dimensions—competence, benevolence, and integrity—using the example of communication via Twitter during the participative budgeting process in Poland’s voivodships. We examine how trust is earned on Twitter and how the medium is used as a communication tool by politicians and public institutions. We attempt to identify patterns of building trust and the impact of this relationship on the public trust. The methods of communication used by the City Halls of voivodship capitals in Poland and/or their presidents on Twitter are identified, with a focus on the subject of the participatory budget.
Dorota Marquardt, Barbara Filipczyk, Jerzy Gołuchowski, Joanna Paliszkiewicz

Chapter 10. Public Service Design and Public Trust: Conceptualizing the Sustainability

The purpose of this chapter is to present the relationship between public service design and public trust management in the context of ensuring the continuity of public trust-based organizations. It is particularly important to pay attention to the criteria of this continuity with regard to the various interpretations of the sustainability concept. The scope of this chapter includes the principles of building a concept of sustainable management with respect to ethics, economics, and ecology to meet the expectations of stakeholders in public organizations.
Adam Jabłoński

The Dynamics of Public Trust in Organizational Cooperation

Frontmatter

Chapter 11. Mutual Trust: Joint Performance of an Operations Strategy Implementation—Securing the Value Chain by Preparedness

This chapter discusses mutual trust in the daily construction of public safety. The chapter is based on the corresponding author’s article-based dissertation, with work connecting joint research articles to his action research. In doing so, this chapter summarizes the implementation of the strategy and how it has been studied. The research is limited to a municipal facilities’ service unit that aims to secure a common value chain for all situations. To do this, joint performance is required. The study is based on action research, with the use of mixed methods. The study utilized the resource-based view theory and empirically employs the balanced critical factor index method for managing the unit.
Vesa-Jukka Vornanen, Ari Sivula, Yang Liu, Josu Takala

Chapter 12. Trust in Public Organizations: An Explanation for Noncooperative Behavior

Using game theory, this chapter discusses the economic aspects of the noncooperative behavior of partners. Trust is a fundamental requirement in collaboration and cooperation among partners. Due to information asymmetry between the participants and a lack of confidence, individual and social expenditures may be economically unreasonable. This chapter uses game theory to introduce and explain how information asymmetry among members of the society and differences between the interests of the partners influence public trust. The point of view of this approach, despite its altruism, is that all people and (nonbusiness) organizations that compete and try to maximize their benefits are participants in different types of games.
István Takács, Katalin Takács-György

Chapter 13. Trust in an Integrated Territorial Investment

A European Union regulation established the multiannual framework for the years 2014 and 2020, introducing three mechanisms that promote collaboration and partnership: integrated territorial investment, community-led local development, and hybrid public-private partnerships. The traditional hierarchical structure developed in the industrial age is difficult to adapt to the contemporary requirements of cooperation. Therefore, the development of a heterarchical structure can be observed in the context of modern public administration functioning. This chapter argues that trust is an important element of building an integrated territorial investment in a heterarchical structure. Trust is an essential component that facilitates fluent interactions, the flow of information, and other conditions necessary to set up and develop an integrated territorial investment.
Agnieszka Chrisidu-Budnik

Public Trust in Different Countries

Frontmatter

Chapter 14. Managing Public Trust in Turkey

This chapter provides an overview of the meaning of trust, studies on trust, and trustworthy behaviors from a cultural point of view. Turkish culture studies have largely explored the dynamics of inter-personal trust, intra-organizational trust, inter-organizational trust, and cross-cultural differences of trust. In Turkey, the main characteristics of trust manifest the individual level. At the intra-organizational level, trust toward an organization increases desirable individual attitudes, behaviors, and performance. Informal and private relationships create the foundation for inter-organizational trust. From the cross-cultural perspective, attitudes and antecedents of trust differ in Turkish culture. This chapter also discusses the origins of public trust and trustworthiness in both individuals and organizations, comparing Turkey to other countries.
Fatih Çetin, Özge Demiral

Chapter 15. Managing Public Trust: Cases from Taiwan

In this chapter, we present four cases that demonstrate the characteristics of relevance, psychology, risk, goodwill, and decision-making in public trust. In addition, public trust is examined with regard to the use of various systems, mechanisms, and behaviors. One case describes trust in government with regard to food safety policies and use of a software system for food traceability and good agriculture practices. Three cases describe trust in businesses: the Sinon Corporation, which uses various mechanisms to establish public trust in a supermarket; a hot-pot restaurant operator, who deals with negative word-of-mouth by behavior; and a home builder, who sells real estate thanks to a positive word-of-mouth reputation.
Chun-Yu Chien

Chapter 16. The Role of Trust in Spatial Planning Processes: The Case of Poland

Trust in a public administration results largely from the assumption that the activity of public authorities is effective. The gaining of trust by public authorities is highly correlated with the rule of law. In fact, implementation of these rules by the administration is an essential part of building and maintaining trust in public authorities. It is extremely important in situations with a conflict of interest (public interest versus private interest). The purpose of this chapter is to present trust as a vital instrument that enables collaboration between different parties engaged in complex planning processes. The complexity results from a growing number of participants involved in the planning process, and the unpredictability and uncertainty that are inherent in the future-oriented character of spatial planning.
Agnieszka Chrisidu-Budnik, Jerzy Korczak

Chapter 17. Intellectual Capital Management and Trust in Public Administration in European Countries

This chapter presents an overview of the relationship between intellectual capital (IC) indicators and trust in public administration in European Countries. It intends to highlight empirical evidence that the countries with better indicators of trust are also those with better IC management and vice versa. In terms of originality, this chapter aims to contribute to the development of the practice and theory in this knowledge area, stimulating data-driven discussions about the factors that can explain trust and guide the formulation of policies and strategic planning. The way that countries deal with IC indicators is a decisive factor in their international reputations and in the success of a wide range of public policies that depend on behavioral responses from the public.
Florinda Matos, Valter Vairinhos, Ana Josefa Matos

Backmatter

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