Trust and confidence

28 Dec
In the last decade or so interest within mainstream trust literature in more impersonal forms of trust, e.g., system , organizational, or institutional trust, has surged. Interestingly, these are all called trust, not confidence. The Trust Confidence and Cooperation model...
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How controls impact trust in the employer

3 Oct
In an international study on organizational trust, we published our second article online in Human Resource Management:  How do controls impact trust in the employer (€). Authors: Weibel, A., D.N. Den Hartog, N. Gillespie, R. Searle, F.E. Six and D....
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Is it possible to govern frontline workers?

8 Sep
Just before the summer we (Duco Bannink, myself and Eelco van Wijk) published a chapter on street-level bureaucrats (a.k.a. frontline workers) and the feasibility of control in Understanding street-level bureaucracy (edited by Hupe, Hill and Buffat). We present a framework...
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Teams and public service delivery

19 Mar
Frontline worker teams play an important role in how frontline workers and their managers cope with the inherent tensions of complex and ambiguous public services. Based on our research we identified five conditions for effective frontline worker teams. Both frontline...
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