Table of Contents

Trust, Organizations and Social Interaction

Trust, Organizations and Social Interaction

Studying Trust as Process within and between Organizations

Edited by Søren Jagd and Lars Fuglsang

Trust, Organizations and Social Interaction promotes new knowledge about trust in an organizational context. The book provides case-analysis of how trust is formed through processes of social interaction in which actors observe, reflect upon and make sense of trust behaviour and its meaning in an organizational and social environment. It greatly contributes to clarifying what a process view may mean in trust research and to understanding how social interaction processes affect trust.

Chapter 5: Playing by ear: trust creation as improvisation and sensemaking

Lovisa Näslund

Subjects: business and management, business ethics and trust, organisation studies


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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