IDEAS home Printed from https://ideas.repec.org/p/rdg/jmcrep/jmc-dp2019-01.html
   My bibliography  Save this paper

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

Author

Listed:
  • Peter Molyneux

    (Henley Business School, University of Reading)

  • Kelly Sloan

    (Henley Business School, University of Reading)

  • Kevin Money

    (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.

Suggested Citation

  • Peter Molyneux & Kelly Sloan & Kevin Money, 2019. "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 T," John Madejski Centre for Reputation jmc-dp2019-01, Henley Business School, University of Reading.
    • Handle: RePEc:rdg:jmcrep:jmc-dp2019-01
    as

    Download full text from publisher

    File URL: https://assets.henley.ac.uk/defaultUploads/JMC-2019-01-Molyneux-Sloan-and-Money.pdf?mtime=20191128124734&_ga=2.82305360.794894739.1578997389-1539690275.1507819089
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    trust; reputation; corporate dashboards; corporate governance; board decision-making;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M4 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:rdg:jmcrep:jmc-dp2019-01. 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: Jonas Herriot (email available below). General contact details of provider: https://edirc.repec.org/data/bsrdguk.html .

    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.