Luottamus johtamisjärjestelmän uudistamisessa – Narratiivinen tapaustutkimus ei-henkilöityvän luottamuksen kehittymisestä vähittäiskaupan ketjuorganisaatiossa

Trust within the renewal of the management system – A narrative case study on impersonal trust development in retail chain organizationThis article examines and illustrates understanding of the role of trust as intangible resource in organizational renewal. The qualitative case study was conducted in the retail organization undergoing a renewal process. In the prior organization research, trust is recognized supporting change implementation. The theoretical framework draws on the trust research of organizations. Trust is still scarcely studied as impersonal resource from the management system perspective. The data was gathered from managers and supervisors. The findings suggest a transparent management system as the basis of organizational trust. The study makes an interesting conclusion on the development of the nature of trust towards impersonal trust.