Building Trust After Zero Trust: A Longitudinal Empirical Study of Organizational Trust Dynamics in Telecommunications Infrastructure

Abstract

Telecommunications infrastructures are increasingly cloud-native, multi-vendor, and mission-critical environments, integrating 5G core networks, virtualized network functions, and software-defined infrastructure that expand the operational attack surface and make robust security architecture a core engineering requirement. Zero-Trust Architecture (ZTA) has emerged as the leading technical paradigm for securing these environments through continuous authentication and policy-based access control; however, technical Zero-Trust controls alone do not guarantee successful deployment, and large-scale deployment introduces significant socio-technical and governance challenges that existing engineering-focused frameworks only partially address. This study makes two contributions: it provides longitudinal evidence on the impact of ZTA on organizational trust using an extended Technology Acceptance Model (TAM) that incorporates Perceived Trust, and it proposes a Proactive Trust Management Playbook (PTMP) for telecommunications infrastructure organizations that complements technical Zero-Trust deployments through organizational governance. The study draws on a five-wave repeated cross-sectional longitudinal case study conducted between 2020 and 2023 in a multinational telecommunications infrastructure organization. The five waves span three organizational phases, enabling an assessment of employee perceptions of usefulness, ease of use, and trust before and after ZTA deployment and following a structured governance intervention. The findings reveal a substantial decline in the composite TAM index following ZTA implementation (−24%, Cohen’s d = 1.12), with no meaningful spontaneous recovery over time (d = 0.08). A structured Communication Campaign was associated with a partial but incomplete recovery (d approximately 0.47), indicating that trust erosion under ZTA is measurable and suggesting that trust recovery is shaped more by governance interventions than by technological adaptation alone. The proposed PTMP complements technical Zero-Trust architectures by strengthening organizational trust and governance in telecommunications infrastructure environments.