Dimensions Of Trust Research Articles

Exploring the role of cultural values, trust and empathy on satisfaction: Research on hotel customers

Hotels that serve customers having different cultural values should improve their service capabilities to achieve customer satisfaction. This study researches how empathy, trust and cultural values affect hotel customer satisfaction and looks at the combinations of these components that lead to high customer satisfaction. The current literature on Hofstede’s five-dimensional cultural values, cognitive and affective dimensions of empathy, trust and customer satisfaction were used to develop the research model and present recommendations. To ensure cultural diversity, a face-to-face survey was administered to 553 tourists from six countries. The data obtained were evaluated using partial least squares structural equation modelling and fuzzy set qualitative comparative analysis (fsQCA). According to the results, the effects of hotel customers’ empathy levels on their satisfaction occur through their trust in the business. The fsQCA revealed combinations of cultural values, empathy and trust that would generate high levels of satisfaction. The present study contributes to the relevant literature by addressing the relatively under-emphasized components that ensure that hotel customers are highly satisfied.

Three-dimensional trust: disentangling trust relations in the context of converted asylum seekers

ABSTRACT Forced migration always involves dramatic life changes, but with converted asylum seekers, these changes become especially devastating. Conversion entails building relationships with local religious groups while former social ties usually get severed. Typically, forced migrants seek support from friends, family and relatives. For converted asylum seekers, these bases of security often turn into sources of psychological violence and threats. We examine how converted asylum seekers and members of the congregations they join experience and make sense of trust. We have interviewed representatives of both groups to understand the role of trust in their relationships and in relation to other actors involved in the asylum process. Methodologically, we test Frederiksen’s distinction between three dimensions of trust (relations, objects and situations) on an empirical case and develop this analytical tool further. The findings emphasize the complex and dynamic role that proximity, affects and temporality play in relation to trust. Theoretically, we offer a definition of trust that emphasizes affects and ascribed moral agency instead of belief in the good will of another toward oneself.

3.X.2. Integrating trust as a key component of pandemic preparedness and resilience

Abstract Trust is a key component of pandemic preparedness, which impacts the success of response measures during the public health emergency. Trust is built during preparedness, however the drivers and dimensions of trust are complex and context-specific. What is required is a collaborative, inclusive approach that provides a platform for communities to express their questions and concerns. The proposed workshop will begin with a presentation from a global expert on trust in the content of epidemics and pandemics and the current knowledge about how trust can be built during preparedness. This will be followed by interactive group-work, designed to encourage collaborative discussions and decision-making. Finally, introducing the WHO Hive digital platform that provides a safe space for public health communities to share information and ask questions. Attendees will then reconvene in plenary to discuss these approaches and interventions that can be implemented to build and maintain trust prior to and during an epidemic or pandemic. This workshop has the following objectives: 1. To demonstrate how trust is an important determinant of successful pandemic response; 2. To enable attendees to explore how the implementation of public health and social measures, infodemic management and digital community partnerships and engagement can build trust during pandemic preparedness for both online and offline communities; 3. To provide opportunity for attendees to workshop how the different features of the Hive digital space can enhance trust building, and to develop actionable strategies for health emergency preparedness, response and resilience. The workshop will deliver these objectives through an interactive simulation activity. Attendees will be placed into small groups to work through a scenario, having to decide on the actions that need to be taken, considering budget constraints, other health priorities, and the current local context. The teams will co-create actionable strategies for building and maintaining trust. While there is not a one size fits all approach to trust building, this workshop will aim to increase understanding of the drivers and determinants of trust to encourage participants to consider how they can be applied in their local context. It will be interactive and hands-on requiring active participation from participants. Key messages • Trust as a construct is an important component of pandemic preparedness and readiness that impacts on response. • A multidimensional approach to building and sustaining trust needs to considered across a range of drivers and determinants, where actionable strategies are vital.

Research on the Influence of Anchor Influence on Consumers' Purchase Intention in Live Broadcast Room under the Background of Interest E-commerce

In the emerging shopping mode of interest e-commerce live streaming, anchors are the key factors influencing consumers' purchase intentions, and their personal characteristics and behaviors have a significant impact on consumer decision-making. Based on the stimulus-organism-response (S-O-R) model, this study constructed a structural equation model under the framework of influencer marketing theory to explore the internal mechanism between the various dimensions of anchor influence, consumer trust and identity, and its impact on consumers' purchase decision-making behavior. The results show that in different confidence intervals, the five dimensions of anchors' professionalism, interactivity, authenticity, popularity and innovation can significantly enhance consumers' trust and identity, and then significantly improve consumers' purchase intention. In addition, consumers' trust and recognition play a mediating role between the influence of anchors and consumers' purchase intentions. This study can enrich the theoretical discussion of consumer behavior decision-making in the live streaming environment of interest e-commerce, and provide a strategic reference for e-commerce anchors and interest e-commerce platforms.

Intention to purchase sustainable food: the role of epistemic trust, credibility of science and scepticism about climate change

PurposeThis study investigated the role of epistemic trust in shaping consumers intentions towards purchasing sustainable food products by examining the relationships between epistemic trust, credibility of science, scepticism about climate change and intentions to purchase sustainable food.Design/methodology/approachData were collected using a survey. A total of 391 consumers participated in the study. Structural equation modelling was employed for data analysis.FindingsThe results showed that the trust dimension was significantly and positively associated with credibility of science (p = 0.004) and negatively with scepticism about climate change (p = 0.018); mistrust was significantly and negatively associated with credibility of science (p = ≤0.001); credibility of science had a significant negative effect on scepticism about climate change (p = ≤0.001) and scepticism about climate change had a significant direct and negative impact on intention to purchase sustainable food (p = ≤0.001). Furthermore, results indicated that the link between trust, mistrust and intention to purchase sustainable food was significantly mediated by the credibility of science and scepticism about climate change.Practical implicationsThe results can preliminarily suggest policies promoting transparency and direct consumer experiences in organisational practices, with implications extending to other sectors like education and public information.Originality/valueFor the first time, epistemic trust is specifically considered as an antecedent of intentions to purchase sustainable food, while also examining its relationships with scepticism about climate change and the credibility of science.

Perceptions of Artificial Intelligence and Its Impact on Academic Integrity among University Students in Peru and Chile: An Approach to Sustainable Education

In a context where artificial intelligence (AI) is transforming higher education, this study analyzes how students’ perceptions of AI influence their academic integrity (INA), with a focus on sustainable education. Through a correlational-explanatory analysis based on Structural Equation Models (SEMs) applied to a sample of 659 students from 13 universities in Chile and Peru, it is observed that AI has a significant and direct impact on academic integrity in both countries (β = 0.44). In Peru, the most influential dimension is trust in education (λ = 0.86), followed by social, economic, security, and risk implications (λ = 0.78), while attitudes towards AI also have a direct impact on integrity factors (β = 0.15). In Chile, the dimensions of trust in education (λ = 0.83) and social and economic impact (λ = 0.79) are most relevant, and the relationships between the dimensions of academic integrity such as justice, respect, and responsibility (λ = 0.71) are stronger. The study highlights the importance of incorporating AI literacy into educational curricula and developing regulatory frameworks that promote its ethical use, linking these actions to sustainable education. The findings highlight the need for sustainable educational approaches that enhance understanding of AI and ensure that its use in academia is beneficial, ethical, and contributes to sustainable development.

Development and validation of the ethnic trust scale in China.

Considerable research has shown that ethnic trust reflects the existence of friendly relations among all ethnic groups and ethnic individuals, and can help in resolving ethnic conflicts and contradictions, promoting exchanges among various ethnic groups, which is highly relevant to social stability. This research, including three studies, aimed to explore the conceptual structure of ethnic trust in China, and develop and validate a measurement of the ethnic trust scale. In the first study, we used free association and in-depth interview methodology, applied cluster analysis, multidimensional scaling analysis, and grounded theory to construct the theoretical framework of Chinese people's ethnic trust concept. In the second study, we constructed an initial inventory based on the concept dimensions of ethnic trust established in the first study. We screened items by item analysis and extracted common factors using exploratory factor analysis (EFA), thus determining a total of 48 items in the two subscales (interpersonal-oriented ethnic trust subscale and the intergroup-oriented subscale), which consisted of two dimensions including particular trust and universal trust. In the third study, we used first-and second-order confirmatory factor analysis (CFA) to test the scale's construct validity. The results indicated a good fit between the two-factor model and the data. And the ethnic trust scale showed very good internal consistency (Cronbach alpha >0.89) and test-retest reliability >0.70. Based on our results, have formed a ethnic trust scale by keeping 48 items, which can beused to measure the levels of interpersonal-oriented and group-oriented ethnic trust within the Chinese cultural context.

The effect of trust and social presence on consumer purchase interest in B2C e-commerce in Indonesia

This study aims to examine the impact of social presence and trust dimensions, including integrity, predictability, capability, and benevolence, on consumer purchase intentions in business-to-consumer (B2C) e-commerce, with a focus on Indonesian consumers. The research employs a quantitative methodology, gathering data through validated and reliable questionnaires distributed via Google Forms to individuals who have completed transactions through e-commerce websites or applications. The data is analyzed using Structural Equation Modeling (SEM) with AMOS version 22 software. The findings indicate that social presence has a significant positive effect on trust dimensions, such as integrity, predictability, capability, and benevolence. In addition, consumer purchase intentions are significantly influenced by their trust in the vendor's integrity, predictability, capability, and benevolence. The study suggests that e-commerce vendors can enhance their social presence by incorporating features such as personal chat options with customer service, as well as integrating multimedia elements like images, videos, or emoticons. These efforts can help create a warmer, more engaging online environment, reflecting the vendor's capabilities and boosting consumer trust and purchase intentions.

Toward the Dynamic Relationship Between AI Transparency and Trust in AI: A Case Study on ChatGPT

This study examines the relationship between transparency and trust in AI. Traditional interpersonal trust attributes are considered mediators between transparency and trust. However, in the context of AI, the role of trust attributes has been redefined. Transparency is divided into accuracy, clarity, and disclosure, whereas trust in AI is identified through functionality, helpfulness, and predictability. The survey analysis and experimental evidence revealed the dynamic relationships between these factors. Accuracy and clarity influence the overall trust in AI by alleviating distrust only when interacting with functionality and helpfulness, respectively. Furthermore, predictability serves as a mediator, diminishing the mistrust between AI transparency and the overall trust in AI. The human capability to interpret information provided by AI transparency enhances this mediation. This study not only enhances understanding within the AI domain but also contributes significantly to the nuanced comprehension of the complex relationship between AI transparency and trust in AI, expanding previous simplistic interpretations.

Social capital and postgraduate EFL students’ academic performance

PurposeThis study focuses on two aspects of academic performance, namely achievement in courses and research performance.Design/methodology/approachThe statistical population of the study consisted of all postgraduate English as a Foreign Language (EFL) students at Iranian national universities in the academic year 2022–2023. The research method used in this study was the survey method, and the data were collected through a questionnaire. The research sample included 360 Iranian postgraduate EFL students who were selected by proportional stratified sampling.FindingsThe results indicated that social capital had a significant, positive effect on the academic performance of postgraduate students. The dimensions of social trust, a subcategory of social capital, had a significant impact on academic performance in general and on course-related achievement and research performance in particular. Intimacy of network, size of social network, quality of network and access to network significantly affected academic performance from most to least, respectively.Social implicationsThe results suggest strengthening intimate relationships and trust in the university environment, fostering continuous interactions between professors and students in informal networks and enhancing social trust for higher achievements at university.Originality/valueThis work has not been submitted or published anywhere else. The value of the study lies in the fact that social capital could lead to stronger relationship, higher motivation, knowledge sharing, support networks, collaborative learning and engagement in learning.

Toward Better Customer Engagement: The Mediating Role of Cognitive and Behavioral Trust in Search and Social Media Platforms

ABSTRACT The increasing diversity in advertising options warrants more research on user engagement with advertisements across different digital platforms. Drawing on the elaboration likelihood model and consumer skepticism theories, we examine the central role of the three-dimensional construct of trust—cognitive, emotional, and behavioral—in overcoming advertisement skepticism (AS) and improving advertisement engagement (AE). Using survey data from a large sample in the United States (N = 841), we compare the effect of skepticism on engagement as mediated by trust, on social (Facebook) versus search (Google) platforms. In a multistage analysis, initial results indicated that trust is a significant mediator for both Facebook and Google. Subsequent testing revealed that for Facebook, the behavioral dimension of trust fully mediated the skepticism and engagement link, whereas for Google, all three dimensions of trust only partially mediated the skepticism and engagement link. This suggests that on social media platforms, behavioral trust is crucial for overcoming skepticism to achieve better engagement. Furthermore, when comparing all pathways in the model, we found that on search platforms, cognitive trust was significantly more influential in overcoming skepticism for better engagement.

AI as decision aid or delegated agent: The effects of trust dimensions on the adoption of AI digital agents

AI digital agents may act as decision-aid or as delegated agents. A decision-aid agent helps a user make decisions, whereas a delegated agent makes decisions on behalf of the consumer. The study determines the factors affecting the adoption intention of AI digital agents as decision aids and delegated agents. The domain of study is banking, financial services, and Insurance sector (BFSI). Due to the unique characteristics of AI digital agents, trust has been identified as an important construct in the extant literature. The study decomposed trust into social, cognitive, and affective trust. We incorporated PLS-SEM and fsQCA to examine the factors drawn from the literature. The findings from PLS-SEM suggest that perceived AI quality affects cognitive trust, perceived usefulness affects affective trust, and social trust affects cognitive and affective trust. The intention to adopt AI as a decision-aid is influenced by affective and cognitive trust. The intention to adopt AI as delegated agents is influenced by social, cognitive, and affective trust. FsQCA findings indicate that combining AI quality, perceived usefulness, and trust (social, cognitive, and affective) best explains the intention to adopt AI as a decision aid and delegated agents.

EXPRESS: The impact of partially covered faces on trust attribution, sharing resources and perceived fairness of one's own choices in Ultimatum Game.

Covered faces has been linked with impaired emotion recognition, yet it is entirely unexplored how an occlusion due to face masks may affect individuals' behavior in economic decisions. Across two studies, we explored whether partially covered faces (due to mask wearing or a horizontal black bar), and emotion displayed by the Responder influence peoples' sharing behavior in the Ultimatum Game and perceived fairness of one's proposal.Study 1 showed participants were more willing to equally share their resources with a happy face (compared to a neutral one). In addition, they were more willing to make a fair proposal when the person displayed was not wearing a face mask. Our results also provide evidence that, when people had to judge how fair was their proposal, participants rated a fair proposal as fairer when when Responders showed happy faces without masks, while unfair proposals were rated as fairer with happy masked faces; similarly, angry faces led to fairer ratings for fair offers without masks and unfair offers with masks. Study 2 partially confirmed previous results, highlighting how a simple occlusion on the face does not have a direct effect on the proposal, but moderates the effect of the displayed emotions.These findings indicate that social interactions might be affected by face occlusion, especially when it is represented by a face mask. Indeed, people might judge the same behavior in different ways based on the fact that their counterpart has a partially covered face.

Ritual Reinforcement: Habit, Emotion, and Identity as Attributes of Trust in News

ABSTRACT Theory and research about trust in news typically draws on normative understandings of news as a conduit for information transmission in the service of the media’s role as the Fourth Estate in democratic systems. These approaches rely on a narrow top-down view of trust, and of how and why people use news in their daily lives. In this study, we offer a complementary audience-centric view of trust in news, which foregrounds three attributes beyond politics and professional practice, closer to Carey’s formulation of communication as ritual, which we argue is better aligned with how much of the public engages with news. Our qualitative analysis of focus groups and interviews in Brazil, India, the United Kingdom, and the United States identifies three attributes of trust in news that extend beyond the transmission view of communication—specifically those pertaining to habit, emotion, and identity. These findings show the importance of considering how trust operates through sociocultural levels sometimes in tandem with, but in other ways orthogonal to, political factors. We posit that journalists and reformer-advocates for journalism seeking effective strategies for rebuilding trust may need to look beyond politics and the professional practices in the industry to do so.

Trust and Risk: Evidence from Rural Banks in Emerging Market

Research Originality: This research is the first to discuss how rural bank risk-taking behaviour is affected by trust in particular when the poverty rate is high.Research Objectives: This research aims to investigate how risk in rural banks is shaped by the two dimensions of trust by taking into account different poverty levels across the regionResearch Methods: To thoroughly conduct our research, we use quarterly dataset of rural banks obtained from Otoritas Jasa Keuangan (OJK) for the period of 2010Q2 to 2016Q3 when the bail-out regime was still in effect. We employ a random effect model to account for individual heterogeneity.Empirical Result: Our evidence suggests that in-group trust is detrimental to rural banks’ risk. Conversely, out-group trust positively affects rural banks’ stability only if the region has a lower poverty level.Implications: To reduce risk, the rural bank has to use social capital and penetrate informally to the market where in-group trust is high to be able to compete with informal lending and to contribute better to society.JEL Classification: G21, G28, G32How to Cite:Trinugroho, I., Achsanta, A. F., Arifin, T., & Saputro, N. (2024). Trust and Risk Evidence from Rural Banks in Emerging Markets. Etikonomi, 23(2), 287 – 298. https://doi.org/10.15408/etk.v23i2.35775

Trust a few: Natural disasters and the disruption of trust in Africa

Individuals are at their most mental plasticity in their impressionable years (ages 18–25 years) forming long-term attitudes and behaviours essential to functioning in a society, such as trust. In this paper we ask how exposure to natural disasters within the impressionable years may affect the formation of trust by matching data from over 1,000 disaster occurrences with data from 88,670 individuals across 36 African nations. Exploiting the frequency of disaster exposure across the impressionable years, we show that disaster exposure has a negative and significant association with generalized trust. Additionally, we show that disasters experienced during the impressionable years have an impact on other dimensions of interpersonal and institutional trust. Our findings are robust to a battery of tests and add to the evidence base on the lasting impacts of natural disasters on individuals and societies.

Media influence on public trust during crises: A comparative analysis of different media types and trust dimensions

Media influence on public trust during crises: A comparative analysis of different media types and trust dimensions

The mediating effect of firm familiarity between corporate social responsibility and reputation, trust, and customer satisfaction

AbstractWhen assessing Corporate Social Responsibility (CSR) and its impact on company performance there may be an informational asymmetry caused by differences in Familiarity with the firm assessed. This study uses participants' ratings of six large UK retailers to establish the direct relationships between the CSR components of Economic, Legal, Ethical, and Discretionary, and the firm performance dimensions of Reputation, Trust, and Customer Satisfaction, then explores whether Familiarity mediates the relationships between the CSR and the performance dimensions. The findings show CSR Economic, Legal, and Discretionary are associated with firm Reputation and Trust, but not Customer Satisfaction, and that CSR Ethical is associated with Reputation, Trust, and Customer Satisfaction. Familiarity acts as a mediator between CSR Economic, Legal and Discretionary, and Trust and Customer Satisfaction. Familiarity also mediates the relationship between CSR Discretionary and Reputation. The link between CSR Economic and Legal, and Customer Satisfaction only emerges in mediation analysis. Managerial implications suggest increasing familiarity is vital through open and continuous communication about CSR programs is essential to keep customers aware. Methodological implications propose reevaluating the methods used to measure (CSR), taking into consideration its' multi‐faceted nature and the diverse impacts that different aspects have on familiarity and performance measures.

Exploring the Impact of Mobile App Quality on consumers' Online Intention to Transact

ABSTRACTThis study constructed a research framework for exploring the relationship between the three dimensions of app quality (system quality, information quality, and service quality), flow experience, brand trust, and intention to transact based on the business‐to‐consumer e‐commerce platform. The proposed model was tested by analyzing questionnaire survey data from a sample of 503 consumers with experience of mobile online shopping using the variance‐based structural equation modeling technique. The results showed that all three dimensions of app quality were positively associated with flow experience and brand trust. Flow experience was positively associated with intention to transact. The effect of brand trust on consumers' intention to transact was greater than that of flow experience, suggesting that when shopping on a mobile app platform, consumers may be more concerned about trusting the brand than about pleasure in making a purchase decision. The results enrich business‐to‐consumer e‐commerce theory and provide meaningful managerial implications.

Measuring trust in healthcare with instruments developed in different disciplines - A scoping review.

Trust is a key character at organizational level. Understanding the level of trust with timely relevant instrument is a significant process to capture the level of trust beyond organizational changes in healthcare. To gather, assess, and synthesize the items of instruments evaluating trust in healthcare organizations. Scoping review methodology. The literature search with deductive-inductive content analysis. The data were charted from articles that involved the use of trust instruments in healthcare organizations. Search from eight databases was updated in January 2024 and included peer-reviewed articles published between 2010 and 2023. A total of 13 instruments were found measuring trust in the organization, trust in the leader, and trust among peers in healthcare. The items of instruments about trust in the organization included strategic and operational cultures. The trust in the leader consisted of competence, consistency, openness, appreciative acceptance, and loyalty and risk, while instruments about trust among peers included dimensions of moral partnership, common interest, and competent peers. Comprehensively measuring trust in the leader, trust in the organization, and trust among peers is significant due to the multifaceted dimension of trust. Measuring trust offers a possibility to recognize the working relationships and cultures in healthcare organizations.