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| Author: | Maguire, S. Phillips, N. |
| Title: | 'Citibankers' at Citigroup: A study of the loss of institutional trust after a merger |
| Journal: | Journal of Management Studies
2008 : MAR, VOL. 45:2, p. 372-401 |
| Index terms: | banking banks insurance mergers institutions trust financial services companies international USA |
| Language: | eng |
| Abstract: | This paper presents the results of a study of the loss of institutional (hereafter as: inst-al.) trust following a merger. Specifically, the focus is on how issues of organizational (as: org-al.) identity and identification processes contributed to the loss of inst-al. trust among a group of employees of Citigroup after its creation through the merger of Citicorp and Travelers. There are two important contributions: 1. It is proposed and demonstrated empirically that inst-al. trust, like interpersonal trust, can be identity-based. 2. Adopting a narrative approach to org-al. identity, inst-al. trust is explored in a post-merger context, highlighting how insta-l. trust is initially undermined after a merger by the ambiguity of the new organization's identity. |
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