The role of information flows in trust-based management

Abstract

Purpose – This paper explores the role of work-related information flows in trust-based management in public sector organizations. Whereas the relationship that trust affects information sharing between employees as such is well known, the opposite relationship where information flows that facilitate access to and sharing of work-related information affect trust, is less studied.

Design/methodology/approach – The paper analyses survey data from 481 employees at lower hierarchical levels in home care and schools in the City of Oslo four years after the City Council decided to implement trust-based management, using structural equations modelling (SEM).

Findings – The results from the path models indicate that work-related information flows mediate the impact of trust-based management and contribute to the development of trust in managers and increase employee autonomy.

Practical implications – A practical implication is that work-related information flows seem to be an important design variable in trust reforms. Organizations that plan to implement more trust-based management should therefore pay close attention to how changes in management systems and leadership practices impact work-related information flows.

Originality/value – This paper contributes to the public management literature and research on trust reforms by identifying the role of work-related information flows as a mediator in trust-based management. The paper provides new insights into the relationship between information flows, trust, and autonomy by combining perspectives from public management, information studies, and organizational behavior.