•Consumers’ brand trust can be transferred from their trust in other consumers and marketers in social media brand community (SMBC).•Consumer engagement partially mediates the process of trust ...transfer.•Consumer engagement in SMBC has a positive effect on brand trust. This effect is moderated by consumers’ device preference to access SMBC.
Social media brand communities (SMBCs) provide firms with a potential tool to develop brand relationships. The goal of this study is to understand the value of an SMBC to that brand by examining how the community contributes to one of the central brand relationship variables—brand trust. From the perspective of trust transfer, this study considers whether and how consumer trust in a brand can be transferred from other trusted parties in the SMBC, and the mediation of consumer engagement in this process. Based on a survey of 279 SMBC participants, this study demonstrates that consumer-to-consumer trust and consumer-to-marketer trust have positive impact on consumer engagement, which subsequently influence brand trust. Also the device usage was found to moderate the impact of consumer engagement on brand trust.
Trust plays a fundamental role in facilitating social exchange, yet recent global events have undermined trust in many of society’s institutions and organizations. This raises the pertinent question ...of how trust in organizations and institutions can be restored once it has been lost. The emerging literature on trust repair is largely focused at the micro level, with limited examination of how these processes operate at the macro level and across levels. In this introductory essay, we show how the papers in this special issue each advance our understanding of macro-level trust repair. We draw on these papers, as well as the extant interdisciplinary literature, to propose an integrated conceptual model of six key mechanisms for restoring trust in organizations and institutions, highlighting the merits, limits and paradoxes of each. We conclude that no single mechanism can be relied on to rebuild organizational trust and identify a future research agenda for advancing scholarly understanding of organizational and institutional trust repair.
Trust in Social Relations Schilke, Oliver; Reimann, Martin; Cook, Karen S
Annual review of sociology,
07/2021, Letnik:
47, Številka:
1
Journal Article
Recenzirano
Trust is key to understanding the dynamics of social relations, to the extent that it is often viewed as the glue that holds society together. We review the mounting sociological literature to help ...answer what trust is and where it comes from. To this end, we identify two research streams-on particularized trust and generalized trust, respectively-and propose an integrative framework that bridges these lines of research while also enhancing conceptual precision. This framework provides the springboard for identifying several important avenues for future research, including new investigations into the radius of trust, the intermediate form of categorical trust, and the interrelationships between different forms of trust. This article also calls for more scholarship focusing on the consequences (versus antecedents) of trust, addressing more fully the trustee side of the relation, and employing new empirical methods. Such novel approaches will ensure that trust research will continue to provide important insights into the functioning of modern society in the years to come.
The contagiousness and deadliness of COVID-19 have necessitated drastic social management to halt transmission. The immediate effects of a nationwide lockdown were investigated by comparing matched ...samples of New Zealanders assessed before (Nprelockdown = 1,003) and during the first 18 days of lockdown (Nlockdown = 1,003). Two categories of outcomes were examined: (a) institutional trust and attitudes toward the nation and government and (b) health and well-being. Applying propensity score matching to approximate the conditions of a randomized controlled experiment, the study found that people in the pandemic/lockdown group reported higher trust in science, politicians, and police, higher levels of patriotism, and higher rates of mental distress compared to people in the prelockdown prepandemic group. Results were confirmed in within-subjects analyses. The study highlights social connectedness, resilience, and vulnerability in the face of adversity and has applied implications for how countries face this global challenge.
Public Significance Statement
This study describes the immediate effects of the COVID-19 pandemic and nationwide lockdown on levels of institutional trust and attitudes toward the nation and government and health and well-being in New Zealand, with implications for other nations. Our results suggest that a strong national response to COVID-19 may bolster national attachment and increase trust in the bodies determining and enforcing lockdown guidelines. Against a backdrop of general resilience, small increases in psychological distress serve as a warning about potential psychological consequences of lockdown and isolation.
E-commerce success, especially in the business-to-consumer area, is determined in part by whether consumers trust sellers and products they cannot see or touch, and electronic systems with which they ...have no previous experience. This paper describes a theoretical model for investigating the four main antecedent influences on consumer trust in Internet shopping, a major form of business-to-consumer e-commerce: trustworthiness of the Internet merchant, trustworthiness of the Internet as a shopping medium, infrastructural (contextual) factors (e.g., security, third-party certification), and other factors (e.g., company size, demographic variables). The antecedent variables are moderated by the individual consumer's degree of trust propensity, which reflects personality traits, culture, and experience. Based on the research model, a comprehensive set of hypotheses is formulated and a methodology for testing them is outlined. Some of the hypotheses are tested empirically to demonstrate the applicability of the theoretical model. The findings indicate that merchant integrity is a major positive determinant of consumer trust in Internet shopping, and that its effect is moderated by the individual consumer's trust propensity.
E-governments have become an increasingly integral part of the virtual economic landscape. However, e-government systems have been plagued by an unsatisfactory, or even a decreasing, level of trust ...among citizen users. The political exclusivity and longstanding bureaucracy of governmental institutions have amplified the level of difficulty in gaining citizens' acceptance of e-government systems. Through the synthesis of trust-building processes with trust relational forms, we construct a multidimensional, integrated analytical framework to guide our investigation of how e-government systems can be structured to restore trust in citizen-government relationships. Specifically, the analytical framework identifies trust-building strategies (calculative-based, prediction-based, intentionality-based, capability-based, and transference-based trust) to be enacted for restoring public trust via e-government systems. Applying the analytical framework to the case of Singapore's Electronic Tax-Filing (E-Filing) system, we advance an e-government developmental model that yields both developmental prescriptions and technological specifications for the realization of these trust-building strategies. Further, we highlight the impact of sociopolitical climates on the speed of e-government maturity.
Trust is vital yet vulnerable in economic exchange relations. In these relations, a widely used strategy in response to distributive harm consists of having the transgressor pay a financial ...compensation to the victim. This research examines whether financial compensations can increase trust towards a transgressor, and whether the size of the compensation is relevant to this process. We hypothesized and found that whether larger compensations will elicit more trust, depends on how clear the perpetrator’s intention to transgress was. Experiment 1 revealed that trust perceptions increased more by a slight overcompensation of the inflicted harm as compared to an exact or a partial compensation, but not if the transgressor’s bad intentions became clear through the use of deception in the violation. In Experiments 2 and 3, we replicated these findings and further showed that it is not the use of deception per se, but rather the attribution of bad intent that moderates the effect of compensation size. Experiment 4, using a trust game paradigm revealed that this effect not only occurs for small overcompensations, but also for larger overcompensations.
This paper examines the phenomenon of trust spirals in small groups. Drawing on literature on the spiral reinforcement of trust, we theorize that diversity in propensity to trust has affective and ...cognitive consequences related to trust (i.e., feelings of frustration and perceptions of low similarity), reducing the level of experienced intragroup trust early in a group's development. Reduced experienced trust then fuels relationship conflict and lowers trust even further over time, ultimately having a negative effect on group performance. These ideas are tested using a sample of MBA student groups surveyed at 3 time periods over 4 months. Results confirm our hypothesis that diversity in propensity to trust is sufficient to trigger a downward trust spiral and poor performance in small groups.
RESTORING TRUST IN THE INDUSTRY Messer, Robert
The RMA Journal,
03/2018, Letnik:
100, Številka:
6
Journal Article, Trade Publication Article
Recenzirano
The most important folks, though, were responsible for those all-important aspects of small town life: the school superintendent, the high school football coach, the mayor, and, of course, the ...banker. ...according to the 2018 Edelman Trust Barometer-a widely recognized measure of how people feel these days about our institutions-financial services is the least trusted sector of our economy. The credentials available through RMA, such as our Credit Risk Certification, are another way you can help restore banking's reputation by ensuring that your employees have the right knowledge and judgment.
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