Trust and Mistrust: Radical Risk Strategies in Business Relationships

Contents......Page 7
Preface......Page 13
Glossary......Page 17
An Introduction to Trust......Page 19
A Cycle of Abuse......Page 21
The Power and Trust Dilemma......Page 23
Trust in Business......Page 25
What is Trust?......Page 26
Different Types of Trust......Page 29
The Economic Impact of Trust......Page 30
Trust in Context......Page 34
Dimensions of Trust......Page 35
Trust Space Mapping: The Dimensions of Trust......Page 36
The Roots of the Model......Page 39
Living with Business......Page 40
Value Propositions......Page 41
How it All Started......Page 42
Some Model Ideas......Page 43
Immediate Concerns Are Pressing Needs......Page 44
The Nature of Business......Page 46
Overcoming Limitations......Page 48
POSIWID: The Purpose of a System Is What it Does......Page 49
POSIWID: The Model, the Natural World and the Business World......Page 50
A Case of Paying Attention to Trust......Page 52
PART 1 AUTHENTIC TRUST IS THE GOLD STANDARD......Page 55
Conditions Far from Certainty......Page 57
Parallel Universes......Page 58
Introducing the Shadow Side......Page 59
1 Authentic Trust......Page 61
Seeing Authentic Trust......Page 62
The Risk of Authentic Trust......Page 64
Applying Checking Behaviour......Page 66
Using the Benchmark......Page 69
The Benchmark......Page 70
The Threats to Trust Checklist......Page 73
3 The Application of Authentic Trust......Page 83
Sharks and Conmen......Page 85
Putting Our Trust in Devices......Page 87
PART 2 NETWORK TRUST......Page 97
Needs Must......Page 98
Dilemma and Tragedy......Page 99
The Prisoners’ Dilemma in Business......Page 100
The Tragedy of the Commons......Page 102
Network Trust Power in Action......Page 103
Proprietary Software, Genetically Modified Crops and Groups......Page 104
4 Network Trust in Action......Page 106
Banking on Network Trust in Action......Page 108
The Good and the Bad......Page 109
From Byzantium to the High Street......Page 110
Principled Talk and Engagement in Action......Page 113
Communicating Across Values......Page 114
Network Risk......Page 115
Commodity Risk to Network Trust......Page 116
Devices, Commodities and Networks......Page 118
Commodity Trust, Hierarchies, Pyramids and Sharp Operators......Page 121
Social Systems Run on Trust......Page 125
Big Structures, Little People......Page 130
The Paradox......Page 132
An Adversarial Context......Page 135
Trust Markers: Milestones on the Road to Abuse......Page 137
Radical Trust Strategies in an Adversarial World......Page 141
8 Network Trust and Federation......Page 145
Pluralism, Inconsistency and Robustness......Page 146
The Value of Words......Page 149
PART 3 Authority Trust......Page 153
Deriving Authority Trust......Page 154
Trust in Unitary Worlds......Page 155
The Leadership Question......Page 156
Whistle Blowing......Page 158
The Risk of Authority Trust......Page 159
9 The Crucial Link between Authority Trust and Business Risk......Page 160
The Shadow Side of Process......Page 161
The Customer Is Always Right......Page 162
Control Behaviour and Business Risk......Page 164
Trust Dynamics......Page 166
Reforming Authority Trust......Page 167
Ways Forward......Page 168
10 A Case Study in Authority Trust and Institutions: When POSIWIDs Collide......Page 171
Institutions from the Inside......Page 175
Building Trust in Institutions......Page 177
PART 4 Commodity Trust......Page 181
Its Power and Reach......Page 182
Its Character......Page 183
Its Price......Page 184
Its Scope......Page 185
11 The Commodity Trust Deal and its Effects......Page 186
Models and Systems......Page 188
Reification and Rules......Page 193
12 Commodity Trust and Radical Brand Solutions......Page 195
Commodities and Cash Cows......Page 196
The Supplier Perspective......Page 198
The Brand as Social Token......Page 199
Blue Chip Blues......Page 200
Entrepreneurial Products......Page 201
The Market for Art......Page 202
13 Commodity Trust in Contracts......Page 204
The Other Way Up......Page 206
The Legal Side of Contracts......Page 207
Combining the Worlds......Page 208
A Gestalt View of Different Types of Trust......Page 211
The Types of Trust......Page 212
The Gestalt of the Context......Page 214
14 The Philosophy of Managing Risk......Page 216
Management and Risk Management......Page 217
Trust as a Precondition......Page 218
Decisions about Trust......Page 219
The Quick and the Dead, aka the Extended and the Amputated: a Question of Opportunity Risk......Page 224
A Second Iteration......Page 226
15 The Cultural Foundations of Trust......Page 227
A Historical Conundrum for the Banks......Page 228
The Political Moment......Page 229
Top-Down Models......Page 231
Trust Is Self-Reinforcing......Page 232
Peddling Solutions......Page 234
Scimitar Risk Management System......Page 235
Conclusions: The Necessity of Risk and the Shadow Side......Page 244
The Anatomy of a Fall from Trust......Page 246
A Better Way?......Page 247
Annotated Bibliography......Page 251
A......Page 265
D......Page 266
N......Page 267
S......Page 268
Z......Page 269