Trust and quality management: Perspectives from marketing and organisational learning

Abstract

In this paper, the concept of trust is elaborated upon and compared with the traditional values of quality management. Trust is approached from the areas of relationship marketing and organisational learning where it is a frequent element. The purpose is to create a framework of trust based on previous research, particularly in the areas of relationship marketing and organisational learning, and to analyse whether trust should be regarded as a core value of quality management. Properties of the concept of trust in quality management, relationship marketing and organisational learning are described. Concerning trust as a quality value, it is found that dissimilarities with the current values make it an unsuitable candidate for inclusion in this group. However, examination of the underlying components of the current values of quality management is encouraged with the conviction that trust will prove to be an important element in this endeavour. A tentative framework based on the two dimensions of aspects of trust and components of the relationship is proposed. This framework broadens the view of trust and its implications for quality management. The proposed framework should be helpful for managers in providing a more structured view of the different aspects of trust in business relationships.

Keywords:

• trust
• quality management
• values
• relationship marketing
• organisational learning
• culture
• service relationships