Studying Trust as Process within and between Organizations
Edited by Søren Jagd and Lars Fuglsang
Chapter 5: Playing by ear: trust creation as improvisation and sensemaking
This chapter argues that trust creation may be conceptualized as a process of interactional sensemaking between trustor and trustee. Empirically, the study is based on interviews with Swedish management consultants and clients, considering the client–consultant relationship as it evolves during sales meetings and collaboration. It is shown that the trust-creating process relies on improvisational skills, which require experience, and is facilitated by shared frames of reference, as would be provided by a common habitus.
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