Trust, Organizations and Social Interaction
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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.
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Chapter 4: Trusting and distrusting in dialogue: a study of authentic medical consultations

Jens Allwood, Nataliya Berbyuk Lindström and Inga-Lill Johansson


The purpose of this chapter is to contribute to an understanding of trusting as a dynamic relational process that can vary with circumstances. Based on an analysis of a number of physician–patient consultations in a Swedish hospital, we show how the consultations lead to increased trust or decreased trust, and in some situations have no apparent effect. The consultations, and the accounts given in them, can possibly lead to trusting if they correspond to the uncertainty or needs the other party expresses, assuming willingness to collaborate and cooperate. However, counteracting distrust (perhaps using accounts) is complicated, especially when this becomes unexpectedly needed in ongoing interaction.

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