Actionable trust in service organizations: A multi-dimensional perspective

Ben‐Gal, Hila Chalutz; Tzafrir, Shay S.; Dolan, Simon L.

doi:10.1016/j.rpto.2015.02.004

Cited by 11 publications

(13 citation statements)

References 83 publications

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“…Personality, organizational support, cultural distance, and language skills have been considered relevant predictors of CCA and expatriate effectiveness (Ben‐Gal, Tzafrir, & Dolan, ; Bhaskar‐Shrinivas et al, ; Caligiuri, ; Mol, Born, Willemsen, & Van der Molen, ; Sinangil et al, ). Additionally, CCA has been hypothesized as the strongest predictor of job performance and early return (Bhaskar‐Shrinivas et al, ; Black, Mendenhall, & Oddou, ; Selmer, ).…”

Section: Introductionmentioning

confidence: 99%

Predicting expatriate effectiveness: The role of personality, cross‐cultural adjustment, and organizational support

Salgado

Domínguez

2017

Int J Selection Assessment

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The interest in expatriate effectiveness has grown remarkably as a consequence of globalization and the possibility of failure in international assignments. This study has tested a comprehensive model of expatriate effectiveness in a sample of 108 Spanish expatriate managers. They responded to a survey which included a set of variables, including personality, adjustment, language skill, cultural distance, organizational support, and expatriate effectiveness (i.e., job performance, intentions of early return, and manager efficacy perceived by others). The results showed that cultural distance and cross‐cultural adjustment were the immediate predictors of expatriate effectiveness and that achievement, sociability, organizational support, and language skills predicted cross‐cultural adjustment and cultural distance. The results showed a good fit to the hypothesized model (GFI = .973; CFI =.975; RMSEA = .056; SRMR = .053). Finally, we comment on the implications of the findings for the research and practice of selection in international assignments.

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Section: Introductionmentioning

confidence: 99%

Predicting expatriate effectiveness: The role of personality, cross‐cultural adjustment, and organizational support

Salgado

Domínguez

2017

Int J Selection Assessment

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“…A new promising research area includes the de nition of trust in service that is increasingly provided without direct contact between the service provider and the customer. Ben-Gal et al con rmed that the success of service delivery is a multi-dimensional phenomenon [53]. The attempts to develop a de nition of trust in service were usually based on two approaches, i.e., performance-related (re ecting competence, customization, reliability, and promptness) and personality-related (emphasising empathy, politeness, and similarity) [54].…”

Section: Trust As a Determinant Of Service Quality -A Literature Reviewmentioning

confidence: 99%

“…Trust was an object of scienti c interest in relation to such services as life insurance [56], education [53], e-commerce [27,57], social media [58], technology consulting [59], the Internet of Things (IoT) [60], mpayment [61], healthcare [62], mobile money [63], online services [43,64,65], and the use of blockchain [66].…”

Section: Trust As a Determinant Of Service Quality -A Literature Reviewmentioning

confidence: 99%

“…A different approach to de ning trust in service was adopted by Ben-Gal et al [53]. Referring to the model by Dietz & Den Hartog's [68], the authors treated trust as actions (actionable trust) resulting from previous beliefs and decisions [53]. Actionable trust has been de ned by the authors as the propensity for recommending a particular service to subsequent potential consumers.…”

Section: Trust As a Determinant Of Service Quality -A Literature Reviewmentioning

confidence: 99%

“…Actionable trust has been de ned by the authors as the propensity for recommending a particular service to subsequent potential consumers. The conducted research con rmed that actionable trust was a dominant factor in the service success, thus called for the need to focus on the relational aspect of service encounters [53].…”

Section: Trust As a Determinant Of Service Quality -A Literature Reviewmentioning

confidence: 99%

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Trust in Courier Services as a Determinant of Service Quality

Ejdys

Gulc

2020

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Abstract The article aims to examine relationships between five constructs: the usefulness of courier services (U), the ease of use of courier services (EU), the trust in courier services (T), the service quality (SQ), and the future intention to use courier services (FI).The research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used Generalized Least Squares (GLS) of Structural Equation Modelling (GLS-SEM) to verify the hypotheses. AMOS software was set to test the hypothesised relationships. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and, finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e. the trust in the used technologies.

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Actionable trust in service organizations: A multi-dimensional perspective

Cited by 11 publications

References 83 publications

Predicting expatriate effectiveness: The role of personality, cross‐cultural adjustment, and organizational support

Predicting expatriate effectiveness: The role of personality, cross‐cultural adjustment, and organizational support

Trust in Courier Services as a Determinant of Service Quality

The Role of Active Identification in Driving Retail Customer Feedback

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