Institutional contradictions: a persistent threat to trust in public sector organisations
This conceptual chapter provides new insights into institutional trust and distrust development. How institutions respond to conflicting stakeholder expectations directly impacts their capacity to engender stakeholder trust. Drawing upon insights from the organisational science literature, we examine several contradictions that are fundamental aspects of institutional dynamics. These result from stakeholder expectations and present implications for both public and private organisations. We discuss the character and composition of these contradictions, identify their presence in the chapters of this volume, and outline ways that institutions effectively and ineffectively address these contradictions. Finally, we discuss how stakeholders process institutional contradictions and some general ways that institutions can remediate the negative effects of contradictions.
