Document Type : Original Article
Authors
1 .
2 university lecturer
Abstract
This study aims to explore the dynamics of citizen trust formation in public services in Iran using a qualitative grounded theory approach. Data were collected through in-depth interviews with 14 participants, including policymakers, managers, academics, and citizens, and analyzed using open, axial, and selective coding. The findings reveal that dynamic trust and citizen-centered experience, as the core phenomenon, emerge through the interaction of causal, contextual, and intervening conditions, and are strengthened by strategies such as transparency, accountability, and fairness. The outcomes include increased citizen satisfaction and trust, improved organizational performance, and enhanced social capital. The study highlights that citizen trust is a dynamic and experience-based process, requiring an integrated and systemic approach to public service management.The proposed model provides a practical framework for policymakers and public managers to rebuild trust and sustainably enhance the quality of public services
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