Trustworthiness and trust: influences and implications

By Harjit Sekhon, C. Ennew, H. Kharouf, James F. Devlin. 2014

191 citations recorded by the source corpus.

Abstract This paper frames trustworthiness as the key upstream construct of trust and recognises that trust operates at two levels in services relationships, with a number of key drivers that are mediated by trustworthiness. Our findings are supported by survey data from customers of UK financial services, with the data points captured over a number of years which allow for fluctuations in trust level. Empirically we find that trustworthiness impacts both the cognitive and affecting dimensions of trust, with the impact being greatest on cognitive trust. As a result of our findings it is possible for practitioner to implement policies to not only build trust but also deal with issues where there is a need to rebuild it, as in the case of our research setting.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/ac383f2d7029896ecd9d1d2575efc94ea723c0d8

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. M. Balaji
2. Sanjit Kumar Roy
3. Walfried Lassar

In Organizational Behavior and Human Resource Management

1. G. Soutar
2. M. Balaji
3. Sanjit Kumar Roy
4. Rajat Roy
5. Walfried Lassar

In Sociology and Political Science

1. M. Balaji
2. Sanjit Kumar Roy
3. Walfried Lassar

Citations in the corpus

• Customer engagement behavior in individualistic and collectivistic markets (2017, methodology): “Cognitive trust was measured using McAllister’s (1995) scale, while affective trust was measured using items suggested by Mayer and Davis (1999) and Sekhon et al. (2014).”