Developing and Maintaining Trust Within Organizations: Tech One Global in Nepal

ABSTRACT Aim: This study aims to ascertain how firms develop and maintain trust and the influences trust have in organizations. Method: This study was conducted through a qualitative research method with an inductive approach by using semi‐structured in‐depth interviews. Interviews were gathered from employees of an IT company in Nepal, Tech One Global Nepal Pvt Ltd. Furthermore, the content analysis method was used for the analysis of data collated. Findings and Conclusion: Trust is mainly gained through the combinatory effort of the trustor and the trustee. The six cues identified to develop trust within an organization include; communication, accountability, commitment, consistency, transparency, and confidentiality. To maintain trust, it is of the essence for parties to endeavor to improve on the factors which contributed to its development. It is also imperative systems, processes, corporate culture, and an enhanced level of communication that tracks and instills an attitude of excellence into the staff of organizations are promoted. Trust safeguards the operational and market performance of an organization and ensures a business is sustained into the future. Where there is a lack of trust, there would be a tendency for increased staff turnover and the virtual collapse of businesses. Contribution of the Study: This study contributes to the literature on organizational trust by differentiating developing trust from maintaining trust since developed trust has the tendency of converting to distrust if measures are not instituted to retain it. To this end, this study provides new theoretical insights by identifying additional factors, including accountability, transparency, and confidentiality required to develop trust. The study further adds to academic studies by recognizing enhancement in communication and the establishment of a corporate culture that instills an attitude of excellence in staff as a key means to maintain trust in organizations. Maintenance of trust which has been deserted in preceding studies is critical for individuals, organizations, and societies to maximize the benefits of trust. This study offers unique recommendations for businesses to improve their performances as it explicitly combines practical experiences with theories on trust. We created a model that is justified based on state-of-the-art concepts of trust Reflections on the study and Suggestions for Future Research: This study was conducted with a single IT company but can be enhanced when its scope is extended to cover different countries across different industries and cultures. Moreover, the study includes only the perspective of employees of the company. We believe that broader researches could be steered by including the perspectives of customers of organizations, partner organizations with whom companies collaborate with, and features of corporate products that enhance trust. Keywords: Trust, Relationship, Customers, Employees, Management.