IDEAS home Printed from https://ideas.repec.org/a/cup/buetqu/v24y2014i03p371-410_00.html
   My bibliography  Save this article

Organizational Reintegration and Trust Repair after an Integrity Violation: A Case Study

Author

Listed:
  • Gillespie, Nicole
  • Dietz, Graham
  • Lockey, Steve

Abstract

This paper presents a holistic, contextualised case study of reintegration and trust repair at a UK utilities firm in the wake of its fraud and data manipulation scandal. Drawing upon conceptual frameworks of reintegration and organizational trust repair, we analyze the decisions and actions taken by the company in its efforts to restore trust with its stakeholders. The analysis reveals seven themes on the merits of proposed approaches for reintegration after an integrity violation (including open investigations, accurate explanations, apologies, penance, and systemic reforms), and novel insights on the role of organizational identity, “changing of the guard” and cultural reforms alongside procedural modifications. The case further supports the dynamic nature of stakeholder salience across the reintegration process. The study both supports propositions from existing frameworks and suggests novel theoretical extensions for future research.

Suggested Citation

  • Gillespie, Nicole & Dietz, Graham & Lockey, Steve, 2014. "Organizational Reintegration and Trust Repair after an Integrity Violation: A Case Study," Business Ethics Quarterly, Cambridge University Press, vol. 24(3), pages 371-410, July.
    • Handle: RePEc:cup:buetqu:v:24:y:2014:i:03:p:371-410_00
    as

    Download full text from publisher

    File URL: https://www.cambridge.org/core/product/identifier/S1052150X00006175/type/journal_article
    File Function: link to article abstract page
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bozic, Branko, 2017. "Consumer trust repair: A critical literature review," European Management Journal, Elsevier, vol. 35(4), pages 538-547.
    2. Thomas Aichner & Paolo Coletti & Frank Jacob & Robert Wilken, 2021. "Did the Volkswagen Emissions Scandal Harm the “Made in Germany” Image? A Cross-Cultural, Cross-Products, Cross-Time Study," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 179-190, November.
    3. Kai Lamertz & Devasheesh P. Bhave, 2017. "Employee perceptions of organisational legitimacy as impersonal bases of organisational trustworthiness and trust," Journal of Trust Research, Taylor & Francis Journals, vol. 7(2), pages 129-149, July.
    4. Oussama Ouriemmi, 2023. "The Legalistic Organizational Response to Whistleblowers’ Disclosures in a Scandal: Law Without Justice?," Journal of Business Ethics, Springer, vol. 188(1), pages 17-35, November.
    5. Bozic, Branko & Kuppelwieser, Volker G., 2019. "Customer trust recovery: An alternative explanation," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 208-218.
    6. Maximilian J. L. Schormair & Lara M. Gerlach, 2020. "Corporate Remediation of Human Rights Violations: A Restorative Justice Framework," Journal of Business Ethics, Springer, vol. 167(3), pages 475-493, December.
    7. Chuanhui Liao & Yu Luo & Weiwei Zhu, 2020. "Food Safety Trust, Risk Perception, and Consumers’ Response to Company Trust Repair Actions in Food Recall Crises," IJERPH, MDPI, vol. 17(4), pages 1-16, February.
    8. Božič, Branko & Siebert, Sabina & Martin, Graeme, 2020. "A grounded theory study of factors and conditions associated with customer trust recovery in a retailer," Journal of Business Research, Elsevier, vol. 109(C), pages 440-448.
    9. Yu Zhang & Bingjia Shao, 2018. "The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective," Future Internet, MDPI, vol. 10(10), pages 1-20, October.
    10. Kougiannou, Nadia K. & O'Meara Wallis, Matthew, 2020. "‘Chimneys don't belch out carnations!’ The (in)tolerance of corporate hypocrisy: A case study of trust and community engagement strategies," Journal of Business Research, Elsevier, vol. 114(C), pages 348-362.
    11. Sanneke Kuipers & Michael Schonheit, 2022. "Data Breaches and Effective Crisis Communication: A Comparative Analysis of Corporate Reputational Crises," Corporate Reputation Review, Palgrave Macmillan, vol. 25(3), pages 176-197, August.
    12. Nicole Gillespie & Mattia Anesa & Morgana Lizzio-Wilson & Cassandra Chapman & Karen Healy & Matthew Hornsey, 2024. "How do Sector Level Factors Influence Trust Violations in Not-for-Profit Organizations? A Multilevel Model," Journal of Business Ethics, Springer, vol. 191(2), pages 373-398, May.
    13. Matthew J. Hornsey & Cassandra M. Chapman & Heidi Mangan & Stephen Macchia & Nicole Gillespie, 2021. "The Moral Disillusionment Model of Organizational Transgressions: Ethical Transgressions Trigger More Negative Reactions from Consumers When Committed by Nonprofits," Journal of Business Ethics, Springer, vol. 172(4), pages 653-671, September.
    14. Matthäus Rest, 2019. "Dreaming of pipes: Kathmandu’s long-delayed Melamchi Water Supply Project," Environment and Planning C, , vol. 37(7), pages 1198-1216, November.
    15. Barron, Andrew & Pereda, Asier & Stacey, Stephen, 2017. "Exploring the performance of government affairs subsidiaries: A study of organisation design and the social capital of European government affairs managers at Toyota Motor Europe and Hyundai Motor Com," Journal of World Business, Elsevier, vol. 52(2), pages 184-196.
    16. Joel B. Carnevale & K. Ashley Gangloff, 2023. "A Mixed Blessing? CEOs’ Moral Cleansing as an Alternative Explanation for Firms’ Reparative Responses Following Misconduct," Journal of Business Ethics, Springer, vol. 184(2), pages 427-443, May.
    17. Pazit Ben-Nun Bloom & Shaul Kimhi & Shani Fachter & Michal Shamai & Daphna Canetti, 2020. "Coping with Moral Threat: Moral Judgment amid War on Terror," Journal of Conflict Resolution, Peace Science Society (International), vol. 64(2-3), pages 231-260, February.
    18. Bozic, Branko & Siebert, Sabina & Martin, Graeme, 2019. "A strategic action fields perspective on organizational trust repair," European Management Journal, Elsevier, vol. 37(1), pages 58-66.
    19. Afzal Izzaz Zahari & Dewi Izzwi Abdul Manan & Norhayati Mohamed & Jamaliah Said, 2023. "Impact of Dynamic Leadership and Marketing Planning on Organizational Resilience During Covid-19: Higher Learning Institutions," SAGE Open, , vol. 13(4), pages 21582440231, November.
    20. Razvan Lungeanu & Srikanth Paruchuri & Wenpin Tsai, 2018. "Stepping across for social approval: Ties to independent foundations' boards after financial restatement," Strategic Management Journal, Wiley Blackwell, vol. 39(4), pages 1163-1187, April.
    21. Kähkönen, T. & Blomqvist, K. & Gillespie, N. & Vanhala, M., 2021. "Employee trust repair: A systematic review of 20 years of empirical research and future research directions," Journal of Business Research, Elsevier, vol. 130(C), pages 98-109.
    22. Masoud Shadnam & Andrew Crane & Thomas B. Lawrence, 2020. "Who Calls It? Actors and Accounts in the Social Construction of Organizational Moral Failure," Journal of Business Ethics, Springer, vol. 165(4), pages 699-717, September.
    23. Brühl, Rolf & Basel, Jörn S. & Kury, Max F., 2018. "Communication after an integrity-based trust violation: How organizational account giving affects trust," European Management Journal, Elsevier, vol. 36(2), pages 161-170.
    24. Eva Baarle & Steven Baarle & Guy Widdershoven & Roland Bal & Jan-Willem Weenink, 2024. "Sexual Boundary Violations: Exploring How the Interplay Between Violations, Retributive, and Restorative Responses Affects Teams," Journal of Business Ethics, Springer, vol. 191(1), pages 131-146, April.
    25. Paolo Antonetti & Ilaria Baghi, 2023. "Projecting lower competence to boost apology effectiveness: Underlying mechanism and boundary conditions," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 695-715, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:cup:buetqu:v:24:y:2014:i:03:p:371-410_00. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Kirk Stebbing (email available below). General contact details of provider: https://www.cambridge.org/beq .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.