Affectual trust in the workplace

Abstract

While trust is increasingly recognized as central to the functioning of relationships in general and to business relationships in particular, there has been very little attention paid to the nature of the experience of trust – as distinct from its antecedents and outcomes. When the nature of trust is considered, it is most often presented as a rational calculus of cost and benefit. This ignores the emotional content of trust that, we argue, is central to the understanding of the phenomenon. An understanding of these emotions and the way they combine with the cognitive elements of trust allows a clearer view of why differing conditions lead to different manifestations of trust, and how these in turn lead to different relational benefits. This paper presents an affect-based framework for trust consisting of cognitive and emotional elements. This is used to consider in-depth interviews with service providers talking about their jobs and their employer. The affect-based framework allows us to understand the distancing that has occurred between employer and employee and to consider the reasons for this distance. Suggestions for the remedying of this situation are proposed.

Keywords:

• Trust
• service
• satisfaction
• emotions
• affects