Control, Affect and Cognition Trust in Determining IT Offshoring Outsourcing Service Quality

Abstract

Trust and control are essential in inter-organization collaboration. This paper extends existing literatures by empirically testing the different effects of formal and informal control on cognition and affection trust and their impacts on service quality in IT offshore outsourcing. The results show that formal control and affect trust contribute to service quality. However, informal control negatively impacts service quality. Additionally, although both informal and formal control positively relate to trust, the effect of informal control on affect trust is stronger than that of formal control.