‘Citibankers’ at Citigroup: A Study of the Loss of Institutional Trust after a Merger
研究花旗集团合并后员工机构信任丧失的原因，发现组织身份模糊和员工认同缺失是核心因素，对理解并购后员工信任管理有参考价值。
abstract In this paper, we present the results of a study of the loss of institutional trust following a merger. Specifically, we focus on how issues of organizational identity and identification processes contributed to the loss of institutional trust among a group of employees of Citigroup after its creation through the merger of Citicorp and Travelers. Our study makes two important contributions. First, we propose and demonstrate empirically that institutional trust, like interpersonal trust, can be identity‐based. Second, adopting a narrative approach to organizational identity, we explore institutional trust in a post‐merger context, highlighting how institutional trust is initially undermined after a merger by the ambiguity of the new organization's identity; and how later, once the identity of the new organization becomes less ambiguous, institutional trust can continue to be undermined by the absence of employees' identification with the new organization, especially among those who were highly‐identified with their legacy organizations.