基于公平理论探讨服务补救质量影响的实证研究——来自中国电信服务行业的证据

企业与客户交易时并不会一帆风顺,当客户面对交易过程中出现的故障时,不同服务补救措施会如何对客户感知、满意度和信任度产生影响?本文区别于以往实验或准实验法为主的定性或定量研究,引入组织行为学的公平理论,采取真实客户服务数据,基于不同客户类型深入探讨服务补救质量对客户满意、客户信任和客户忠诚的影响.实证研究发现,服务补救质量对感知价值、满意和信任均会产生正向作用;大客户对服务补救过程中的"互动公平"最为重视,公众客户更为强调"结果公平"的影响.这就告诉服务型企业应如何采取补救措施,大客户看重过程,一般客户更看重结果.本文从理论和实践两方面为服务补救领域的研究提供了有力证据.     

Communication after an integrity-based trust violation: How organizational account giving affects trust

How can an organization repair trust through communication after an ethical failure? This study examines how trust is repaired after an integrity-based trust violation using three different accounts: apology, excuse, and refusal. In our approach, we rely on two strands of attribution theory, which suggests that different attributions for responsibility and credibility affect trust. An experiment with n = 368 was conducted to explore trust repair effectiveness of apology versus refusal and apology versus excuse after an integrity-based trust violation. Results revealed apology as a double-edged sword; it repairs trust more successfully than refusal and excuse because it is evaluated as more credible. However, it is less successful than refusal and excuse because it is evaluated as more responsible.     

Refuting the cliché of the distrustful manager

Although trust is fundamental to social and organizational functioning, the media often portray managers as distrusting, suggesting that distrust of others is a typical personality variable of successful leaders. This study puts the cliché of the distrustful manager to the test. Both self-report data (N = 32,926) and behavioral data (N = 924) from the German Socio-Economic Panel refute this cliché. Analyses reveal that individuals in managerial positions neither show a lower level of trust before, nor a systematic reduction in trust after attaining such positions. Moreover, analyses demonstrate that managers are generally more trusting than non-managers. This selection effect implies that individuals who trust others are more successful in achieving managerial positions than their less trusting counterparts.     

Trust in leadership: A multi-level review and integration

Leaders have been argued to play a key role in determining organizational effectiveness across all levels (e.g., individual, team, unit) that exist within organizations. A key component in a leader's ability to be effective within such environments is the degree to which subordinates and co-workers trust him/her. Therefore, it is not surprising that researchers and practitioners alike are interested in identifying the mechanisms through which trust in leadership can be developed as well as those factors which moderate this relationship [e.g., Gillespie, N. A., Mann, L. (2004). Transformational leadership and shared values: The building blocks of trust. Journal of Managerial Psychology, 19, 588–607; Kouzes and Posner, 1995; Roberts, K. H., O'Reilly, C. A. (1974). Failures in upward communication in organizations: Three possible culprits. Academy of Management Journal, 17, 205–215; Whitener, E. M. (1997). The impact of human resource activities on employee trust. Human Resource Management Review, 7, 389–404]. Despite this, research that has addressed the factors that foster trust in leaders and the outcomes of this trust has been disjointed and, as yet, no comprehensive model has been presented to systematically examine these factors. Therefore, the purpose of this article will be to present an integrative model of trust in leadership.     

Is data-driven decision-making driven only by data? When cognition meets data

This paper aims in the context of data-driven decision making (DDDM) at investigating how biases related to the intuitive and rational types of human reasoning interact and how the trust in data changes applying the parallel-competitive theory. Using ethnographic research based on participatory observations, we explore the case of a traditional transportation firm in the northern UK and its earliest use of data to inform strategic decisions. We found that biases are grouped into what we called cognition trap, data trap, and trap recognition zones. We further observed three facets of trust in data as decision makers were falling into the three trap zones. These findings contribute to the parallel-competitive theory by unveiling the intriguing synergy of the intuitive and rational types of reasoning in DDDM and providing fine-grained insights related to biases and trust changes. The study also enlarges our understanding of the inception and nature of cognitive and data biases in the DDDM context. Managerial implications are also highlighted and further discussed.     

Limits of Knowledge and the Limited Importance of Trust

Perceived risk and related attitudes have been implicated as major factors in many of the difficult policy problems that face modern society (nuclear power, genetically modified food, etc). Experts often argue that no or very small risks are involved; people are still worried. Why? The standard answer is lack of trust. Data on trust and risk perception, however, point to only a weak relationship between the two (r approximately 0.3). It is suggested here that the reason for the surprisingly minor importance of trust is that people believe that there are clear limits to how much science and experts know. Results are presented from studies of risk perception of the public, experts, and politicians. Politicians and members of the public believe that there are many unknown effects of technology and such beliefs were strongly related to their perceived risk. Experts on nuclear waste, on the other hand, seemed to believe that little is unknown in their field of expertise. Regression analyses of risk perception showed the unknown‐effects factor to be a more important explanatory factor than trust for the public and politicians.     

Interfirm coopetition,trust, and opportunism: a mediated moderation model

Based on the literature on coopetition, interorganizational trust perspective, and recent work studying their interactions, we propose a mediated moderation model, which delineates how coopetition moderates the relationship between collaborations and opportunism and whether interorganizational trust mediates the moderated relationship. The findings indicate that the interaction of collaborations and coopetition positively influences opportunism, and that this effect will be negatively mediated by interorganizational trust. The results highlight that simultaneous use of the coopetition strategy will impact the efforts on opportunism reduction and illustrate the importance of interorganizational trust in the coopetitive situation.

     

Trust in management and knowledge sharing: The mediating effects of fear and knowledge documentation

Knowledge sharing within and between teams is of vital importance for organizations. The influence of interpersonal trust in general and trust in management in particular on knowledge sharing is evident. However, it is not clear how the relationship between interpersonal trust and knowledge sharing works. This study provides a better understanding of that relationship by demonstrating that fear of losing one's unique value and knowledge documentation have a mediating effect on the relationship between trust in management and knowledge sharing. Specifically, trust in management increases knowledge sharing through reducing fear of losing one's unique value and improving willingness to document knowledge. These findings have important implications at both a managerial and theoretical level. For managers, this paper emphasizes the individual's central role in the knowledge sharing process in terms of knowledge documentation and fear of losing one's unique value. On the theoretical level, this study provides empirical evidence for two mechanisms that help explain the effect of trust in management on knowledge sharing. In future research, this study could be extended to include other psychosocial phenomena that enable knowledge sharing in organizations.     

Untangling the trust–control nexus in international buyer–supplier exchange relationships: An investigation of the changing world regarding relationship length

Control and trust are the primary governance mechanisms buying organizations rely upon to organize and maintain their collaborative exchange relationships with foreign suppliers. But the question of how control and trust interrelate and should be pursued seems entangled and practical advice remains largely elusive. Based on empirical data on 212 recently- and long-established buyer-supplier exchange relationships in the textile industry, we test the relationship between three practices of interorganizational control (output, process, and normative controls), two dimensions of interorganizational trust (competence and goodwill trust), and relationship performance. Using structural equation modelling, we demonstrate the value of controls for building and validating trust to depend as much on the specific control practice deployed and dimension of trust observed, as on the temporal stage of the exchange relationship. Moreover, we reveal distinct performance effects of the different control practices and dimensions of trust. Herewith, this study allows for a comprehensive understanding of the trust-control nexus in collaborative exchange relationships between buyers and their foreign suppliers. Addressing managers, we reveal how normative controls can be used to build trust and promote performance at the start of the relationship, whereas output controls need time to reach their full potential. Process controls, in turn, are found to have adverse effects.     

Workplace trust as a mechanism of employee (dis)advantage: The case of employee socioeconomic status

Early work on trust in social science highlighted how the lack of trust between individuals can cause social division, contribute to social stratification, and reduce economic opportunities for people from all social groups. We integrate this work with organizational research on antecedents of trust to generate predictions explaining when and why low employee socioeconomic status (SES) can be a barrier to trust. We discuss how this process can impair the success of both organizations as well as their lower-SES employees. We present a model, and data, suggesting that lower-SES employees will be both more distrusted as well as more distrustful relative to their higher-SES colleagues. This, in turn, locks them out of potentially advantageous social and economic exchanges. Our theory adds precision in detecting when and why lower-SES employees face barriers to success in organizations, as well as provides a blueprint for studying the impact of trust on socially disadvantaged groups in organizations.     

Do trust and distrust in coopetition matter to performance?

It is widely acknowledged that firms intensely engage in coopetition (i.e., simultaneous cooperation and competition) and obtain unique benefits from such relationships. However, limited knowledge exists about how and when coopetition intensity leads to superior performance. Building on the theoretical work documenting that both trust and distrust are critical for enhancing performance in interfirm relationships, we address the aforementioned gap by looking into the distinct yet beneficial roles of trust and distrust in coopetition. More specifically, we argue that whereas trust likely serves as an intervening mechanism through which coopetition intensity enhances relationship performance, distrust positively influences the association between coopetition intensity and relationship performance. We test our hypotheses on a sample of 225 Swedish firms engaged in coopetition, and provide empirical evidence that trust and distrust play distinct yet important roles in achieving superior performance from coopetition.     

Finding symbolons for cyberspace: Addressing the issues of trust in electronic commerce

E-commerce is growing rapidly, but a majority of the Internet users is still hesitant to become involved in it. One big hurdle is lack of trust. This paper deals with trust in ecommerce and measures to increase it. It discusses one particular so-called web assurance service for business-to-consumer commerce in detail. It also analyses if such services remain viable in an era of more mature e-commerce, and how they should be adjusted to the business-to-business environment.     

Import Security: Assessing the Risks of Imported Food

We use data on food import violations from the FDA Operational and Administrative System for Import Support (OASIS) to address rising concerns associated with imported food, quantify import risks by product and by country of origin, and explore the usefulness of OASIS data for risk assessment. In particular, we assess whether there are significant trends in violations, whether import violations can be used to quantify risks by country and by product, and how import risks depend on economic factors of the country of origin. The results show that normalizing import violations by volume of imports provides a meaningful indicator of risk. We then use regression analysis to characterize import risks.  Using this model, we analyze import risks by product type, violation type, and economic factors of the country of origin.  We find that OASIS data are useful in quantifying food import risks, and that the rate of refusals provides a useful decision tool for risk management.  Furthermore, we find that some economic factors are significant indicators of food import risk by country.     

Why trustworthiness in an IT vendor is important even after the vendor left: IT is accepting the message and not just the messenger that is important

Trustworthiness is the assessment that another person or others can be trusted because in the past they had shown adequate ability, integrity, and benevolence. Trust is the actual willingness to depend on the trusted party to fulfill its future obligations when there is risk that this trusted party might take undue advantage of the situation. In the current conceptualization of trust theory, trustworthiness is important because it leads to trust. Applied to the management of IT adoption and assessment, research has indeed shown that both trustworthiness and trust, often combined statistically, have a direct effect on IT adoption and assessment. There are circumstances, however, such as in this study, when the trusted party has left the scene, making its future actions and the risk of dependence on these actions irrelevant to the trusting party. The question arises whether trustworthiness still plays a role in such cases. Seemingly, at least based on the current conceptualization, this should make the trustworthiness of the trusted party an insignificant consideration. Logic is advanced why even in such a case trustworthiness may still be important, but should play an indirect role. The proposition suggested is that the trustworthiness of the messenger is important, as previously suggested, but what really counts is accepting the message this messenger conveyed. An argument is raised why in this case interpersonal justice increases trustworthiness and user acceptance of the message. The data support these propositions. Theory and managerial implications are discussed.     

Consumer trust in e-commerce in the United States,Singapore and China

This study examines the antecedents and consequences of consumer trust in the United States, Singapore and China. The results show that reputation and system assurance of an Internet vendor and consumers’ propensity to trust are positively related to consumer trust. Consumers’ trust has a positive relationship with attitude and a negative relationship with perceived risk. Implications of the results are discussed.     

The impact of trust on cooperative membership retention,performance, and satisfaction: an exploratory study

This research explores the effect of trust in the relationships among members and between members and the management teams of two agricultural marketing cooperatives (co-ops). Specifically, this research focuses on the impact of trust on co-op members’ performance, satisfaction, and their commitment to remaining a part of the co-ops. We examine trust along two dimensions: cognitive and affective. We argue that cognitive-based trust will be more salient in some contexts while affective-based trust will be more salient in other settings. Findings suggest that in both co-ops, trust among members and trust between members and co-op management are important predictors of group cohesion, which is a measure of the strength of members’ desires to remain in a group (co-op) and their commitment to it. As hypothesized, there are differences in the effects of cognitive and affective trust, depending upon differences in the contexts represented by the two co-ops.     

Interorganizational Trust: Origins,Dysfunctions and Regulation of Rigidities

This conceptual paper extends research on the downsides of developing trust to partners in interorganizational relationships. The idea developed captures that, although interorganizational trust generates benefits, a parallel process also produces undesired rigidities. Firms' flexibility in meeting a changing environment may thus be hampered rather than enabled by the created interorganizational relationship. First, we theorize on the micro‐processes of how and why such rigidities develop already at low levels of trust and accumulate in parallel to the positive trust effects as trust builds stronger over time. Second, we propose that the trust dysfunctions can be distinguished and moderated separately from trust benefits. In doing so, we identify and discuss the moderating potential of a set of handling tactics when trust develops rigidities in the relationship: competing, accommodating, avoiding, collaborating and compromising tactics. We discuss implications in relation to research on trust, inertia and interorganizational governance.     

Why do users trust algorithms? A review and conceptualization of initial trust and trust over time

Algorithms are increasingly playing a pivotal role in organizations' day-to-day operations; however, a general distrust of artificial intelligence-based algorithms and automated processes persists. This aversion to algorithms raises questions about the drivers that lead managers to trust or reject their use. This conceptual paper aims to provide an integrated review of how users experience the encounter with AI-based algorithms over time. This is important for two reasons: first, their functional activities change over the course of time through machine learning; and second, users' trust develops with their level of knowledge of a particular algorithm. Based on our review, we propose an integrative framework to explain how users’ perceptions of trust change over time. This framework extends current understandings of trust in AI-based algorithms in two areas: First, it distinguishes between the formation of initial trust and trust over time in AI-based algorithms, and specifies the determinants of trust in each phase. Second, it links the transition between initial trust in AI-based algorithms and trust over time to representations of the technology as either human-like or system-like. Finally, it considers the additional determinants that intervene during this transition phase.     

基于SEM的B2C电子商务信任评价模型及算法

消费者信任对B2C型电子商务的成功起着非常重要的作用。本文通过结构方程模型(SEM)原理构建了消费者网上信任度指数评估模型,在单位结构变量的约束下,考虑误差方差。推导了应用偏最小二乘(PLS)估计算法的模型最佳迭代初值,提高了计算速度,说明了算法的收敛性。由此模型可以分析评价指标体系的各结构变量之间、结构变量与观测变量之间的相关关系；文中进一步给出了电子商务信任度指数计算公式,从而可以更有效地分析消费者网上交易的信任度,以便采取有效措施促进电子商务的发展。     

The effects of suppliers’ trust on manufacturers’ innovation capability: an analysis of direct versus indirect relationships

The study offers an alternative explanation for the role of trust in economic exchange, answering the critical research questions of how and under what conditions suppliers’ trust affects manufacturers’ innovation capability. The study adopts a transaction value approach suggesting combining strategy and organisational economic literature to fully investigate the processes through which joint value is generated and developed by interacting partners. Using survey data from a sample of 235 supplier–manufacturer relationships, we find broad support for the model hypotheses. The results confirm the mediating role of asset specificity and knowledge sharing as procedural dimensions in the relation between suppliers’ trust and manufacturers’ innovation capability. However, the direct path between trust and innovation capability was not confirmed. The study provides theoretical and practical implications for firms seeking to translate inter-firm trust into innovation-based competitive advantage.