When Improvements in Performance Don’t Translate into Improvements in Trust: A Chair’s Reflection on the Importance of Distinguishing between Transactional and Relational Performance in Building Trust, Reputation, and Advocacy from Stakeholders

Peter Molyneux (), Kelly Sloan () and Kevin Money ()
Additional contact information
Peter Molyneux: Henley Business School, University of Reading
Kelly Sloan: Henley Business School, University of Reading
Kevin Money: Henley Business School, University of Reading

John Madejski Centre for Reputation from Henley Business School, University of Reading

Abstract: This paper presents qualitative findings related to stakeholders’ trust in, and perceived reputation of, a health care provider. These findings are novel as they reveal that improvements in established measures of quality and performance may not result in increased reputation or trust from stakeholders. A deeper analysis reveals that performing well on transactional elements of service delivery has a limited effect in generating positive advocacy for the organisation; it is equally important to focus on the relational elements of public service delivery, as it is these that are most associated with trust and positive advocacy for the organisation concerned. Practical insights for building trust and reputation are then considered.

Keywords: trust; reputation; corporate dashboards; corporate governance; board decision-making (search for similar items in EconPapers)
JEL-codes: M0 M1 M4 (search for similar items in EconPapers)
Date: 2019-10
New Economics Papers: this item is included in nep-hrm
References: Add references at CitEc
Citations:

Downloads: (external link)
https://assets.henley.ac.uk/defaultUploads/JMC-201 ... 539690275.1507819089 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rdg:jmcrep:jmc-dp2019-01

Access Statistics for this paper

More papers in John Madejski Centre for Reputation from Henley Business School, University of Reading Contact information at EDIRC.
Bibliographic data for series maintained by Jonas Herriot ().