Breaches of stakeholder trust and the long road to recovery

IF 9.4 3区管理学 Q1 BUSINESS

Business Horizons Pub Date : 2026-07-01 Epub Date: 2025-07-12 DOI:10.1016/j.bushor.2025.07.001

Marcos Aguiar, Oliver Schilke, Russell Dubner, Amanda B.M. Barros Ambrogini, Jeff Kiderman

引用次数: 0

Abstract

Trust is vital for businesses, yet our empirical analysis of thousands of news articles and social media posts covering 177 publicly traded firms reveals that almost 30% grapple with trust crises, driven by factors like general or top management scandals and efficacy issues, among others. Our analysis shows a challenging recovery landscape, with only about 2% of companies experiencing immediate trust restoration. During crises, stakeholders shift their focus to how companies manage these challenges. Effective trust repair strategies require a blend of resilience and competence, which can significantly boost trust recovery. However, the path to rebuilding trust varies significantly depending on the nature of the trust breach and the company’s trust-recovery capabilities.

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违背利益相关者的信任和漫长的复苏之路

信任对企业至关重要，但我们对涉及177家上市公司的数千篇新闻文章和社交媒体帖子进行的实证分析显示，近30%的上市公司面临信任危机，其原因包括管理层或高层丑闻、效率问题等。我们的分析显示了一个充满挑战的复苏前景，只有约2%的公司能够立即恢复信任。在危机期间，利益相关者将注意力转移到公司如何应对这些挑战上。有效的信任修复策略需要弹性和能力的结合，这可以显著促进信任恢复。然而，重建信任的途径因信任违约的性质和公司恢复信任的能力而有很大差异。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Business Horizons BUSINESS-

CiteScore

17.70

自引率

5.40%

发文量

105

期刊介绍： Business Horizons, the bimonthly journal of the Kelley School of Business at Indiana University, is dedicated to publishing original articles that appeal to both business academics and practitioners. Our editorial focus is on covering a diverse array of topics within the broader field of business, with a particular emphasis on identifying critical business issues and proposing practical solutions. Our goal is to inspire readers to approach business practices from new and innovative perspectives. Business Horizons occupies a distinctive position among business publications by offering articles that strike a balance between academic rigor and practical relevance. As such, our articles are grounded in scholarly research yet presented in a clear and accessible format, making them relevant to a broad audience within the business community.