Contradictions that erode institutional trust & opportunities for addressing them

In this article, we identify institutional contradictions as a central challenge that institutions must address to develop and maintain stakeholder trust. Institutional contradictions occur when institutions present stakeholders with inconsistent or conflicting decisions, statements, ideas, or actions. Drawing on both the organizational literature and the findings presented by articles in the Spotlight section of this issue, we describe the nature and antecedents of institutional contradictions and how they can compromise trust development and foment distrust. In addition, we propose ways for institutions to identify and remediate the processes that lead to institutional contradictions.

Duke Scholars

Author Sim B. Sitkin Fuqua School of Business