Using critical incident technique in trust research

Münscher, Robert; Kühlmann, Torsten M.

doi:10.4337/9781782547419.00029

Cited by 3 publications

(1 citation statement)

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“…We utilised the critical incident technique (CIT) (Münscher & Kühlmann, 2012) to identify critical factors in the process. The strength of the CIT method is arguably in collecting and analysing data that make visible the effects of certain behaviour on trust, including the creation, strengthening or destruction of trust (Münscher & Kühlmann, 2012). CIT was used to pinpoint situations where trust could be interpreted as either created, strengthened or diminished in relation to control efforts.…”

Section: Methodsmentioning

confidence: 99%

Contextualising the coevolution of (dis)trust and control – a longitudinal case study of a public market

Högberg

Sköld

Tillmar

2018

Journal of Trust Research

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Research into the dynamics of trust-control is still inconclusive. In this paper, we offer an in-depth understanding of how (dis)trust and control coevolve as embedded in multiple dimensions of context. The paper focuses on public markets, a context which is underrepresented in extant studies on trust and control. Our analysis is based on a longitudinal case study of interorganisational relationships (IOR) between boundary spanners representing purchaser and providers on a customer choice market for home care in a midsized municipality in Sweden. We identify, narrate and analyse critical incidents during seven years of the process. A conceptual framework contextualising the trust-control nexus of a public-private IOR is developed and utilised. We find that while the public-private IOR context requires control, control only enables deterrence trust from the municipal officers and only in individual providers. Interferential rather than symbiotic coevolution of trust and control is the dominating pattern. In addition, we find what we denote as mixed coevolution, where control simultaneously has positive and negative impact on trust. In our case in point, control enables trust in specific providers but this trust is not reciprocated due to experienced distrust on the category level.ARTICLE HISTORY

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Section: Methodsmentioning

confidence: 99%