Toyota’s Recall Crisis: Building Back Consumer Trust
How can Toyota build back consumer trust in the wake of a massive recall due to safety concerns? Chet Schriesheim, University Distinguished Professor of Management, says trust has three components:
- benevolence
- ability or competence
- integrity
Violators of trust, Schriesheim says, must confront the component that has been compromised and re-establish that element. Schriesheim believes Toyota must focus on competence and integrity.
