IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v109y2020icp440-448.html
   My bibliography  Save this article

A grounded theory study of factors and conditions associated with customer trust recovery in a retailer

Author

Listed:
  • Božič, Branko
  • Siebert, Sabina
  • Martin, Graeme

Abstract

Although in recent years academic interest in trust repair following a breach has grown significantly, we still know very little about how trust repair happens and in what contexts. This study focuses on customer trust repair following a major food adulteration scandal. Through a grounded theory study of customer experiences of real-life trust breakdown and recovery, we identify four factors (absence of further transgressions, positive personal experience with the retailer, the retailer’s normal functioning, and the normal behavior of other customers) and three contextual conditions (passage of time, institutional context, and immediate trust repair strategies) associated with customers’ trust recovery in food retailers. In addition, we show that trust recovery is not necessarily a direct result of the trustee’s trust repair activities, as theorized previously, before discussing the implications of our findings for theory and practice.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jbrese:v:109:y:2020:i:c:p:440-448
    DOI: 10.1016/j.jbusres.2019.12.032
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296319307982
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2019.12.032?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Nicole Gillespie, 2017. "Trust dynamics and repair: An interview with Roy Lewicki," Journal of Trust Research, Taylor & Francis Journals, vol. 7(2), pages 204-219, July.
    2. van Laer, Tom & de Ruyter, Ko, 2010. "In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts," International Journal of Research in Marketing, Elsevier, vol. 27(2), pages 164-174.
    3. Jay B. Barney & Mark H. Hansen, 1994. "Trustworthiness as a Source of Competitive Advantage," Strategic Management Journal, Wiley Blackwell, vol. 15(S1), pages 175-190, December.
    4. Brown, Jill A. & Buchholtz, Ann K. & Dunn, Paul, 2016. "Moral Salience and the Role of Goodwill in Firm-Stakeholder Trust Repair," Business Ethics Quarterly, Cambridge University Press, vol. 26(2), pages 181-199, April.
    5. Meyer, Samantha B. & Coveney, John & Henderson, Julie & Ward, Paul R. & Taylor, Anne W., 2012. "Reconnecting Australian consumers and producers: Identifying problems of distrust," Food Policy, Elsevier, vol. 37(6), pages 634-640.
    6. 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.
    7. 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.
    8. Andrew M. Pettigrew, 2012. "Context and Action in the Transformation of the Firm: A Reprise," Journal of Management Studies, Wiley Blackwell, vol. 49(7), pages 1304-1328, November.
    9. Nakayachi, Kazuya & Watabe, Motoki, 2005. "Restoring trustworthiness after adverse events: The signaling effects of voluntary "Hostage Posting" on trust," Organizational Behavior and Human Decision Processes, Elsevier, vol. 97(1), pages 1-17, May.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. Cheah, Jun-Hwa & Lim, Xin-Jean & Ting, Hiram & Liu, Yide & Quach, Sara, 2022. "Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    2. Margarida Rodrigues & Mário Franco & Nuno Sousa & Rui Silva, 2021. "Reviewing COVID-19 Literature on Business Management: What It Portends for Future Research?," Sustainability, MDPI, vol. 13(11), pages 1-21, May.
    3. Plattfaut, Ralf & Koch, Julian, 2021. "Preserving the legacy – Why do professional soccer clubs (not) adopt innovative process technologies? A grounded theory study," Journal of Business Research, Elsevier, vol. 136(C), pages 237-250.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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.
    2. Bozic, Branko, 2017. "Consumer trust repair: A critical literature review," European Management Journal, Elsevier, vol. 35(4), pages 538-547.
    3. Hornsey, Matthew J. & Chapman, Cassandra M. & La Macchia, Stephen & Loakes, Jennifer, 2024. "Corporate apologies are effective because reform signals are weighted more heavily than culpability signals," Journal of Business Research, Elsevier, vol. 177(C).
    4. 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.
    5. Jörn S. Basel & Katja Rubin, 2021. "Repair of Trust Through Apology at a Reputable Company: The Case of PostBus In Switzerland," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 12(3), pages 116-138, June.
    6. 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.
    7. 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.
    8. 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.
    9. Prommer, Lisa & Tiberius, Victor & Kraus, Sascha, 2020. "Exploring the future of startup leadership development," Journal of Business Venturing Insights, Elsevier, vol. 14(C).
    10. Junyon Im & Sunny Sun, 2015. "Profits and outreach to the poor: The institutional logics of microfinance institutions," Asia Pacific Journal of Management, Springer, vol. 32(1), pages 95-117, March.
    11. Ioannis Oikonomou & Chao Yin & Lei Zhao, 2020. "Investment horizon and corporate social performance: the virtuous circle of long-term institutional ownership and responsible firm conduct," The European Journal of Finance, Taylor & Francis Journals, vol. 26(1), pages 14-40, January.
    12. 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.
    13. M. Meuleman & S. Manigart & A. Lockett & M. Wright, 2006. "Transaction costs, behavioral uncertainty and the formation of interfirm cooperations: Syndication in the UK private equity market," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/359, Ghent University, Faculty of Economics and Business Administration.
    14. Isabelle Le Breton–Miller & Danny Miller, 2006. "Why Do Some Family Businesses Out–Compete? Governance, Long–Term Orientations, and Sustainable Capability," Entrepreneurship Theory and Practice, , vol. 30(6), pages 731-746, November.
    15. Tomas Karlsson & Caroline Wigren, 2012. "Start-ups among university employees: the influence of legitimacy, human capital and social capital," The Journal of Technology Transfer, Springer, vol. 37(3), pages 297-312, June.
    16. 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.
    17. 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.
    18. Cruz, Luciano Barin & Delgado, Natalia Aguilar & Begnis, Heron Sergio Moreira & Pedrozo, Eugenio Avila, 2006. "Ampliando o Conceito de Rastreabilidade: Em Busca de Sustentabilidade nas Cadeias Produtivas," 44th Congress, July 23-27, 2006, Fortaleza, Ceará, Brazil 146380, Sociedade Brasileira de Economia, Administracao e Sociologia Rural (SOBER).
    19. 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.
    20. Jamalnia, Aboozar & Gong, Yu & Govindan, Kannan, 2023. "Sub-supplier's sustainability management in multi-tier supply chains: A systematic literature review on the contingency variables, and a conceptual framework," International Journal of Production Economics, Elsevier, vol. 255(C).

    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:eee:jbrese:v:109:y:2020:i:c:p:440-448. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    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.