Author Description

The purpose of this study is to find out how trust works as an interactive and asymmetrical process, how trust is built up against the inevitable occurrence of trouble and how organizational policies and settings affect the generation and maintenance of trust. A multiple case study strategy was applied covering two organizations. Embedded within the case study strategy, a multi-method approach was used with interviews, observations, a questionnaire survey, documents and verification meetings as instruments ot three types of analysis: a quantative trust and trouble analysis, a quantative survey analysis and qualitative analysis.