Trust in the employment relationship : a case study of a public service organisation

Abstract

The environment at the workplace affects the performance of the organisation. Different aspects, such as communication, transparency and stability, contribute to this. Another crucial element is trust. Trust, similar to other terms, can be quite challenging to define given that it takes on different dimensions and can be context specific. Trust is a twofold element meaning that whether trust occurs between individuals, groups, teams, organisations, or between employees and organisations, it is dyadic. The aim of this research study was to examine how trust, as one central feature of the employment relationship, contributes towards the achievement of organisational goals, particularly in the long term. A case study in a particular public service organisation was used to examine whether lower level employees have trust in their immediate supervisor/manager; to identify the drivers of trust at all levels in the case study organisation; and to give an overview of senior management’s perception of trust and related concepts such as delegation of work and feedback to and from subordinates. The research technique used in this dissertation was that of triangulation which included the collection of quantitative and qualitative data. Triangulation was chosen in order to address, in a more comprehensive manner, the research questions, as well as to increase confidence in the results derived. Factors of trust have been identified as being in agreement with previous research. The five dimensions – loyalty, integrity, competence, consistency and openness – as indicated by theorists such as, Robbins and Judge and Reina and Reina, are the same characteristics that have emerged from the study as being the main drivers of trust in the case study organisation. The research attempted to align replies from lower level employees and from middle managers with views expressed by directors and assistant directors at top level management. Therefore, it has contributed relevant information about the case study organisation that can be used to give a true picture of the present situation and stimulate an interest to build on the enhancement of trust among all staff members.