Context bound trust repair: Application to Japan automobile manufacturers / Matthew Makoto WATANABE / 2019

Titre : Context bound trust repair: Application to Japan automobile manufacturers Type de document : Mémoire Auteurs : Matthew Makoto WATANABE, Auteur Année de publication : 2019 Importance : 32 p. Note générale : Pour accéder aux fichiers PDF, merci de vous identifier sur le catalogue avec votre compte Office 365 via le bouton CONNEXION en haut de page. Langues : Anglais (eng) Mots-clés : Management JAPON ; AUTOMOBILE SECTEUR ; CONFIANCE Résumé : In the field of trust repair, context bound organizational trust repair is unrevealed area. This paper sought to answer the question: how dose trust repair works in Japanese context? Which has clear cultural difference from English speaking countries. Research was conducted by case study methodology. Cases were selected based on same type of trust breach, same industry, and recency which is falsifying fuel efficiency test in automobile industry from 2016 to 2019 May as Mitsubishi Motors Company, SUZUKI, SUBARU, and NISSAN. Model of trust repair used is four stages process of organization-level trust repair by Gillespie & Dietz (2009). Result showed that outline of the Japanese trust repair mechanism matched the existing model. However, there was also four points worthy of attention as pre-investigation instead of principle of measure to prevent reoccurrence, apology at immediate response stage, selection of apology not denial, and the discovery of falsifying fuel efficiency was extrinsic. Also, for discussion, this paper implies the unique function of apology and negative effect of collectivism in trust repair process. Note de contenu : PGE: Bibliogr.P. 23-31 Programme : PGE-Rouen Spécialisation : Marketing Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=497686