Welcome to the University of Miami School of Business

Accessibility Navigation:

Toyota’s Recall Crisis: Building Back Consumer Trust

Bookmark and Share

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.

Bookmark and Share
    School of Business Administration
    P.O. Box 248027, Coral Gables, Florida 33124-6520
TEL: 305-284-4643
FAX: 305-284-6526
GRADUATE: 305-284-2510
UNDERGRADUATE: 305-284-4641