Trust theory and customer services research: theoretical review and synthesis

Isaeva, Neve; Gruenewald, Kira; Saunders, Mark N. K.

doi:10.1080/02642069.2020.1779225

Cited by 35 publications

(36 citation statements)

References 171 publications

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“…Trust repair can be defined as the efforts undertaken by the trustee to restore trust following an actual or perceived trust violation [27], [28], [29] classified these efforts as either apologies, denials, explanations, or promises that have each been found to be effective methods of trust repair [30], [31], [32]. Apologies are a type of verbal trust repair strategy that seeks to express remorse for a relational or social transgression [33]; denials are rejections of culpability typically accompanied by external reasons as to why a violation of trust was committed [17]; explanations are explicit verbal statements with the goal of providing the reason(s) why an action has occurred [34]; and promises are assertions by the trustee designed to convey positive intentions about future acts [35].…”

Section: B Trust Repair and Hrimentioning

confidence: 99%

Do You Still Trust Me? Human-Robot Trust Repair Strategies

Esterwood

Robert

2021

2021 30th IEEE International Conference on Robot &Amp; Human Interactive Communication (RO-MAN)

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Trust is vital to promoting human and robot collaboration, but like human teammates, robots make mistakes that undermine trust. As a result, a human's perception of his or her robot teammate's trustworthiness can dramatically decrease [1], [2], [3], [4]. Trustworthiness consists of three distinct dimensions: ability (i.e. competency), benevolence (i.e. concern for the trustor) and integrity (i.e. honesty) [5], [6]. Taken together, decreases in trustworthiness decreases trust in the robot [7]. To address this, we conducted a 2 (high vs. low anthropomorphism) x 4 (trust repair strategies) between-subjects experiment. Preliminary results of the first 164 participants (between 19 and 24 per cell) highlight which repair strategies are effective relative to ability, integrity and benevolence and the robot's anthropomorphism. Overall, this paper contributes to the HRI trust repair literature.

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Section: B Trust Repair and Hrimentioning

confidence: 99%

Do You Still Trust Me? Human-Robot Trust Repair Strategies

Esterwood

Robert

2021

2021 30th IEEE International Conference on Robot &Amp; Human Interactive Communication (RO-MAN)

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“…Trust theory (see Isaeva, Gruenewald, & Saunders 2020) provides a foundation for enabling customer trust for organizations. Isaeva et al (2020) propose three recommendations on how service organizations can work towards enabling customer trust. Their conceptualization of trust theory can be extended to organizations in other industries.…”

Section: Theoretical Background a Theory Of Consumer Trustmentioning

confidence: 99%

Trust Repair Efforts and Repurchase Intention after Negative Publicity of Milk Powder in Sri Lanka

Ranasinghe¹,

Shamil

2021

J. Bus. Technol.

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This paper aimed to examine the impact of trust repair efforts on consumers repurchase intention of milk powder products affected by negative publicity in Sri Lanka. Consumer response to business entity's effort to mitigate negative information are understudied in developing economies including Sri Lanka. A quantitative survey design was opted for this study. Data was collected from 140 consumers residing in the western province of Sri Lanka employing a questionnaire during the pandemic. The proposed hypotheses were analyzed using an OLS regression. Our findings revealed that functional repair efforts, affective repair efforts, and informational repair efforts have a significant and positive impact on repurchase intention. Among the three trust repair efforts, informational repair efforts were found to be the most important trust repair efforts that influence the repurchase intention. Based on the findings, milk powder producers in Sri Lanka should pay attention to strengthening ties with the consumers and consider trust repairing efforts to negate negative campaigns. The main limitation of the study is that data collection had to be limited among the urban consumers and collecting data randomly was challenging due to the pandemic. Nevertheless, our study contributes to the growing body of literature on trust repairing and trust theory from an under-explored economic and socio-cultural context.

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“…A trust violation can be the result of a specific event or on-going, repeated transgressions. The violations can be intentional or unintentional and may be due to incompetence or a failure in integrity (Isaeva et al, 2020). The nature of the transgression will affect the extent of trust erosion.…”

Section: Trust and Trust Erosionmentioning

confidence: 99%

“…Public enquiries are an example of sense-making. In the relational approach, customer affection takes a central role (Isaeva et al, 2020) as the firm looks to re-establish social order by resolving negative emotions and managing the trustee-trustor relationship (Gillespie and Siebert, 2018). Symbolic acts such as apologies, penance and resetting of expectations fall within this mechanism (Stevens et al, 2015;Dirks et al, 2009).…”

Section: Trust Repair Frameworkmentioning

confidence: 99%

Repairing political trust in Tunisia

Sghaier¹,

Skandrani²,

Robson

2021

QMR

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Purpose This study aims to identify the responses required to repair political trust in Tunisia and the differences between two key stakeholder groups, namely, politicians and voters. Design/methodology/approach A sequential mixed method study was adopted using two data sources: semi-structured interviews conducted with citizens and politicians; and media data from TV political talk shows. Data was collected over a three-year period following several key events that affected trust. Findings New responses were identified to repair political trust, and these were categorized using a trust repair framework. In addition to short- and long-term responses, a new category, swift response, was identified to resolve immediate political uncertainty. The role of the trustor (i.e. voters) in actively restoring trust was identified for the first time. Research limitations/implications This study focussed on trust repair responses suggested by voters and politicians and not necessarily responses that were implemented by government or political parties during the period of study. The effectiveness of the suggested responses in repairing trust was not evaluated. Practical implications Identification of the responses required to repair trust with voters, how these differ over time, and according to different trust violations will help Tunisian politicians rebuild trust more effectively during election and non-election periods. Notably, differences highlighted between the responses suggested by voters and politicians suggest that politicians may not understand how to repair voter trust. Originality/value Contrary to previous studies that assume a trustor (the voter) is a passive observer, this research identified the proactive role that citizens play in the trust repair process.

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Trust theory and customer services research: theoretical review and synthesis

Cited by 35 publications

References 171 publications

Do You Still Trust Me? Human-Robot Trust Repair Strategies

Do You Still Trust Me? Human-Robot Trust Repair Strategies

Trust Repair Efforts and Repurchase Intention after Negative Publicity of Milk Powder in Sri Lanka

Repairing political trust in Tunisia

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