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Manager-Employee
Trust: Ground Zero for
Service Quality
The people in the 5- by 5-foot cubicles won’t put them-
selves on the line with customers if they don’t trust the
organization they work for.
—Napolean Barrigan
Founder and CEO of 1-800-Mattress
It’s an unfortunate truism that most employees don’t trust
their leaders. The lingering fallout from Enron, WorldCom,
and other corporate debacles still has front liners casting side-
long glances and thinking dark thoughts about those in the
management ranks. However, it’s not only top executives who
are the targets of suspicion. Studies show middle managers
and supervisors increasingly find their credibility and trust-
worthiness under question as well. “Can I trust the people I
work for to look after me, ...