Abstract
Small and Medium-Sized Enterprises (SMEs) play an important role globally; yet the investigation of sustainability in this context is limited. The leader’s relationships with employees are a critical aspect of creating a positive and supportive organizational culture. Therefore, to bridge the knowledge gap, the aim of this paper is to extend the notion that the creation of trust is central to the sustainability of SMEs. The study employs a case study observational research (CSOR) approach, and data were collected using first-hand observations and interviews. As a result, this study provides detailed information about the context in which developing trust can produce positive outcomes despite the prevailing overall toxic culture of an organization.