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Why Performance Improvements Don’t Lead to Higher Trust

Idea posted: April 2020
  • Leadership & Change
  • Marketing
  • Operations
Institutions: Henley Business School

Although a health care organization improved its services significantly, and its reputation as a result, key stakeholders continued to mistrust the organization. A research study based on in-depth interviews revealed the disconnect between transactional-driven reputation and relational-driven trust.

Idea #761
Read Idea
 
Photo by Joshua Hoehne on Unsplash

Why Performance Improvements Don’t Lead to Higher Trust

Idea posted: January 2020
  • Leadership & Change
  • Marketing
  • Operations
Institutions: Henley Business School

Although a health care organization improved its services significantly, and its reputation as a result, key stakeholders continued to mistrust the organization. A research study based on in-depth interviews revealed the disconnect between transactional-driven reputation and relational-driven trust.

Idea #761
Read Idea
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