Building an organisation’s reputation for trustworthiness can take a long time and requires considerable effort and investment. But what happens when a crisis or scandal hits an organisation and its reputation for trustworthiness comes under sustained threat? Recent examples include BP, News International, Castlebeck Care Homes, several banks (HBoS, Royal Bank of Scotland, UBS, Goldman Sachs) and Foxconn. The process of trust repair and the recovery of reputation can be arduous, but it is achievable.
DIETZ, G. GILLESPIE, N. (2012): The Recovery of Trust: Case studies of organisational failures and trust repair. (= Occasional Paper , 5 ). London: Institute of Business Ethics