Trust and distrust in information systems at the workplace.

Meinald T Thielsch,Sarah M Meeßen,Guido Hertel

doi:10.7717/peerj.5483

Abstract

Digitalization of work processes is advancing, and this is increasingly supported by complex information systems (IS). However, whether such systems are used by employees largely depends on users’ trust in these IS. Because there are few systematic studies on this topic, this research provides an initial exploration and validation of preconditions for trust in work-related IS. In Study 1, N = 30 professionals were asked to describe occupational incidents in which they had highly trusted or distrusted an IS. Content analysis of 111 critical incidents described in the in-depth interviews led to 12 predictors of trust and distrust in IS, which partly correspond to the structure of the established IS success model (Delone & McLean, 2003) but also exceed this structure. The resulting integrative model of trust in IS at work was validated in Study 2 using an online questionnaire with N = 179 professionals. Based on regression analyses, reliability (system quality) and credibility (information quality) of IS were identified as the most important predictors for both trust and distrust in IS at work. Contrasting analyses revealed diverging qualities of trust and distrust in IS : whereas well-being and performance were rated higher in trust events, experienced strain was rated higher in distrust events. Together, this study offers a first comprehensive model of trust in IS at work based on systematic empirical research. In addition to implications for theory advancement, we suggest practical implications for how to support trust and to avoid distrust in IS at work.

Highlights

Today, work processes are increasingly characterized by high complexity, multitasking, and time pressure
Participants were randomly assigned to a condition in which they were asked to remember a situation of trust or a situation of distrust in an information systems (IS) that they use at work
With respect to the persons involved, which comprised an additional group of factors not considered in the DeLone and McLean model but deemed important in Study 1, Ability was significantly associated with trust

Summary

Introduction

Work processes are increasingly characterized by high complexity, multitasking, and time pressure. As a growing number of businesses advance in the digitalization of workflows, the processing of information is more and more supported by complex computer-based information systems (IS). IS are combinations of hardware, software, and network services build to collect, process, organize, store, and disseminate information. Such systems support analysis, control, coordination, visualization, and decision-making in organizations. ‘‘In informal situations, during lunch break, I got information from my superior which made me aware that the implementation process was done seriously.’’ ‘‘Without relying on the system, I would not be able to accomplish my work.’’ ‘‘I feel sorry and embarrassed to give our clients false guarantees.’’. The problem are always the people in front of it.’’ ‘‘[The person responsible for data entry] is not always very reliable.’’

Methods

Results

Discussion

Conclusion