Defining Trust

Trust is difficult to define. Ring and van de Ven define trust as "confidence in another's goodwill". Trust is a commitment to cooperate before there is any certainty about how the trusted people will act. Adler distinguishes three sources of trust: i) a calculative form of trust via assessment of costs and benefits; ii) familiarity through continuing interaction; and iii) values and norms that cultivate trustworthy behaviour. Fukuyama describes trust as arising from expectations of honest and cooperative behaviour. Thus, trust is expressed in the behaviour towards others. Trust also can be seen as a flexibility that turns up in difficult circumstances. Trust is also based on probability calculus where the emphasis is on advantages and disadvantages of an interaction. Past experiences and interactions affect trust, which usually takes a long time to develop.

In this research, trust is considered as faith in others' behaviour and goodwill that can grow or vanish due to interaction and experiences. A lack of trust may negatively impact communication, delegation, empowerment, productivity, and results. Trust is fragile and can be lost quickly through negative experiences. Larson and LaFasto argued that four elements are needed in trust building: honesty, openness, consistency and respect. Without one of these dimensions, trust can fray or even break.