Arctic Yearbook 2014
chosen manner” (Knoke, 1985). As to credibility, Thomson & Boutilier (2011) see it as the
foundation of trust. “When a company is regarded as credible, it is seen as following through on
promises and dealing honestly with everyone” (ibid: 1785). Trust is fundamental to moving
through the levels, and can take two basic forms: interactional trust and institutional trust.
Interactional trust is observed when there is the perception that the company and its
management listens, responds, keeps promises, engages in mutual dialogue, and demonstrates
reciprocity in its interactions. Institutionalised trust takes place when there is the perception that
relations between the stakeholders’ institutions (e.g., the community’s representative
organizations) and the project/ company are based on an enduring regard for each other’s
interests (Williams & Walton, 2013: 9, based on Thomson & Boutilier, 2011).
According to Thomson and Boutilier, the levels of SLO represent “how the community treats
the company” (Thomson & Boutilier, 2011: 1784). The normative