Identifying the Factors of Stakeholder Trust: A Theoretical Study

摘要

The aim of this study is to identify and systematize the factors of stakeholder trust and to present the impact of the trust factors on a particular stakeholder's trust. There have been found two basic factors of stakeholder trust – these are corporate reputation and organizational trustworthiness. Such factors as emotions, propensity to trust, experience with the organization and sociocultural factors, same as inborn factors or acquired during growth; factors related with the environment where the person lives or other factors are the secondary. It is suggested to divide the trust factors into controllable and uncontrollable by the organization. Finally, supposed two propositions were expressed: 1) controllable factors have a direct impact on every stakeholder's trust; 2) uncontrollable factors have an indirect impact on a consumer's trust. These propositions were reflected in a developed theoretical model of the impact of the trust factors on stakeholder trust.