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The Processes and Politics of Trust at Work Sarah Elizabeth Mosseri

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The Processes and Politics of Trust at Work Sarah Elizabeth Mosseri The Processes and Politics of Trust at Work Sarah Elizabeth Mosseri Comer, Georgia BA, University of Georgia, 2006 MA, University of Virginia, 2012 A Dissertation presented to the Graduate Faculty of the University of Virginia in Candidacy for the Degree of Doctor of Philosophy Department of Sociology University of Virginia May 2019 Committee Member Names Allison Pugh (Chair) Elizabeth Gorman Simone Polillo Ira Bashkow © Copyright by Sarah Elizabeth Mosseri All Rights Reserved May 2019 i ABSTRACT Americans report high levels of interpersonal trust at work despite a documented proclivity toward distrust outside the workplace. Why do people trust coworkers and employers, particularly given widespread job insecurity, labor market inequality and workplace discrimination and harassment? This dissertation draws on fourteen months of ethnographic workplace observations and 122 in-depth interviews with workers and managers to examine the paradoxical case of trust at work. Contending that a prolonged, cross-organizational managerial discourse orients people toward trust at work, I reveal how people “do” trust – and to what end – in four distinct service-sector settings: a restaurant, a marketing firm, a high-tech consulting start-up and the NYC ride-hail circuit. Workplace actors, I find, creatively mix and match disparate symbols to construct meanings of trust that align with their lived realities – a process that enables the expression of trust across a wide range of work relationships and situations. Findings further demonstrate how the ability to trust and be trusted at work conveys moral worth, making successful performances of trust a highly valued accomplishment within the workplace. Through processes of trust, people access workplace resources and rewards, establish social connections and inject meaning and purpose into their work. These dynamics of trust, however, also motivate people to embrace uncertainty, rationalize and reframe incivility and exert unrequited effort while drawing attention away from the profound vulnerabilities and inequities that define modern work arrangements. Moreover, as the accomplishment of trust is moderated by existing workplace “inequality regimes” and ingrained cultural beliefs about gender, race and ethnicity, women and people of color must work harder to express and receive trust. Interestingly, even though these workplace groups are less likely ii to enjoy the benefits of trust at work, their extended efforts lead them to become more heavily invested than white men in relations of trust, disproportionately exposing them to the risk of malfeasance and the burden of obligation such relationships can entail. I conclude that trust has emerged, within a context of deinstitutionalization, as a powerful, informal structure organizing and stratifying contemporary work. iii ACKNOWLEDGEMENTS Conducting academic research and writing a dissertation have been great privileges for which I am grateful. Thank you to all who helped make this journey possible. Special thanks to my participants who allowed me to join your lives for a period of time. Our conversations and shared experiences have shaped me in ways that extend far beyond this project. I had the exceptionally good fortune of having a rigorous and encouraging dissertation committee. Allison Pugh, my advisor, continually pushes me to think bigger and stretch myself beyond my often self-imposed limits. Her intellectual and personal generosity never ceases to reach new heights. She reviewed countless dissertation drafts, often with remarkable turnaround time, and she carefully balanced strong and needed critique with an enduring confidence in my work. Elizabeth Gorman provided important foundations for my scholarship, introducing to me to key texts that shaped my research interests and initiating me into ASA’s incredible Organizations, Occupations and Work community. In addition, she continues to serve as an invaluable resource for critical thinking and problem- solving. Simone Polillo has the uncanny ability to ask questions of my research and thinking that linger in my head for weeks and months and which serve to strengthen my scholarly products. He also consistently finds connections between my work and previous scholarship that enable me to engage more productively in academic conversations. I first encountered Ira Bashkow through the University of Virginia’s Field Methods Workshop, where I admired his displays of mentorship and his ability to draw out key themes in often messy qualitative data. I deeply appreciate his application of these talents toward this project. Outside of my committee, I am also grateful for the ongoing support and pragmatic advice of Josipa Roksa. This project was made possible through generous financial support from the National Science Foundation Division of Social and Economic Sciences, (Award# 1738706), the Bankard Fund for Political Economy and the University of Virginia Sociology Department. I further appreciate the guidance I received from the University of Virginia Institutional Review Board for Social and Behavioral Research (Protocol# 2016015200). In the final two years of this project, the University of Georgia’s Department of Sociology warmly welcomed me as a visiting scholar, providing a needed sense of community and access to university resources. Numerous colleagues have provided feedback, insight and friendship that was essential to this project. I am particularly grateful to Michele Darling and Denise Deutschlander for their careful readings of my work and for talking through specific research and writing conundrums. To Joris Gjata, Candace Miller and Diana Catalina Vallejo Pedraza, thank you for keeping me sane. Joshua Brown proved to be an “accountability buddy” with remarkable persistence and stamina, for which I am also grateful. My “advisee group,” consisting of Brooke Dinsmore, Jaime Hartless, Fauzia Husain, Pilar Plater and Gabriella Smith, was also an ongoing source of inspiration and feedback. I am indebted as well to previous cohorts of University of Virginia sociology graduate students, who were iv extremely generous with their advice and materials. I am especially grateful to Matthew Braswell, Tristan Bridges, Megan Juelfs, Andrew Lynn, Claire Maiers, Licheng Qian, Roscoe Scarborough, Christina Simko, Jennifer Silva, Ben Snyder, Julia Ticona and Francesca Tripodi. At the University of Georgia, I appreciate the productive dialogue I had with James Dowd, William Finlay, Diana Graizbord, Jeff Shelton and Justine Tinkler, as well as the collective discussion following my colloquium presentation. Thanks are also due to a number of people beyond these universities who shared thoughts, reviewed materials and provided exemplars from their own work. Thank you, especially, to Emily Bryant, Caitlyn Collins, Sarah Damaske, Morgan Lehman, Katherine Maich, Ashley Mears, Ethel Mickey, Megan Tobias Neely, Katherine Sobering, Donald Tomaskovic- Devey and Steve Vallas. I am also very appreciative to Eleanor McMahan for helping me to cultivate my voice. Finally, thanks to my “circle of trust”: Elizabeth Mosseri, Lucien Mosseri, Daniel Mosseri, Noah Archambault, Mary Molloy, Jill Kaner and Sam. This circle serves as an unmatched source of inspiration, energy and love. To Noah, in particular, thank you for being a flexible and supportive partner in all of our adventures. v DEDICATION This dissertation is dedicated to Mary T. Farren, who taught me how to think critically and to communicate effectively. vi CONTENTS Chapter 1: The Curious Case of Workplace Trust...............................................................1 Chapter 1 Notes......................................................................................................18 Chapter 2: Studying Trust: Fragmentation and Commonality...........................................20 Chapter 2 Notes......................................................................................................53 Chapter 3: A Big Word: Mixing and Matching Meanings of Trust...................................54 Chapter 3 Notes......................................................................................................90 Chapter 4: Communions of Crisis: Opportunities for Trust-building at Work..................92 Chapter 4 Notes....................................................................................................134 Chapter 5: Doing Trust: Intersections of Power and Inequality.......................................135 Chapter 5 Notes....................................................................................................178 Chapter 6: Economy of Consent: Troopers, Martyrs and Prisoners.................................180 Chapter 6 Notes....................................................................................................217 Chapter 7: The American Tech Dream: Hope and Betrayal in the New Economy.........218 Chapter 7 Notes....................................................................................................237 Chapter 8: Conclusion......................................................................................................238 Chapter 8 Notes....................................................................................................250 Bibliography.....................................................................................................................251 Appendices.......................................................................................................................272
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