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The Four Factors of Trust
book

The Four Factors of Trust

by Ashley Reichheld, Amelia Dunlop
November 2022
Intermediate to advanced
304 pages
6h 50m
English
Wiley
Audiobook available
Content preview from The Four Factors of Trust

CHAPTER 6The Demographics of Trust

In the prior chapters, we shared which types of organizations are the most and least trusted. In this chapter we'll discuss which people are most and least trusting. We were curious what made individuals more likely to trust. Was it where they live? Their gender identity? Or other dimensions of their personal lived experiences? Here is the punchline: Our lived experience, or the accumulated knowledge gained about the world through our first‐hand experiences and how we interpret current and historical events, drives trust. Personal identity must be viewed in the context of that lived experience.

Lived Experience Drives Trust, and Identity Shapes Experience

Identity is both how you define who you are and how others define you. Identity is based on what makes you the same as others (shared identity) as well as what makes you different or unique. Amelia and Ashley share an identity as White women of European descent, as wives and mothers, as professionals, and as residents of Massachusetts. Amelia identifies as a heterosexual, cisgender, Catholic woman born in England. She is also a damn good dancer. Ashley identifies as lesbian, cisgender, and a citizen of the world. She is an impassioned fan of ...

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Publisher Resources

ISBN: 9781119855019Purchase Link