Rosalinde Klein

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This article contributes to the debate on the relation between trust and control in the management of inter-organizational relations. More specifically, we focus on the question how trust and formal contract are related. While there have been studies on whether trust and contract are substitutes or complements, they offer little insight into the dynamic(More)
Rush Prudential Health Plans, a managed care company located in Chicago, Illinois, is implementing a service quality improvement process across the three products it markets in the Chicago area: The Anchor Plan (a primarily staff model HMO), The Affiliates Plan (a network model HMO), and The Plus Plan (a point of service plan). In 1994, the company(More)
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