Trust development processes in intra-organisational relationships: A multi-level permeation of trust in a merging university

ABSTRACT This paper introduces a model to study the trust development processes in intra-organisational relationships at multiple levels. The model is applied to explore a multi-level permeation of trust in a merger. More specifically, the empirical study focuses on how trust develops at different organisational levels in the context of a merger of two universities into one entity. The study applies a process view using qualitative longitudinal data analysed by a discourse analytical approach. The paper emphasises a dynamic nature of trust development suggesting that the discourse analysis approach applies particularly well to studying trust development as a dynamic process in the longitudinal case study setting. This paper contributes to trust research by adding to contextual process studies on trust development over time at different levels of the organisation. The findings show that trust permeates through the organisation influenced by interaction and the organisation-specific attributes that are manifested in the discursive practices of top management and the individual, group and organisation-level actions.