Exploring the impact of communication effectiveness on service quality,trust and relationship commitment in IT services

Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service provider's viewpoint, it is important to raise the level of clients’ relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients’ trust.     

Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation

Mobile banking (m-banking) has emerged dynamically over the years due to consumers' increased use of mobile technologies, their ever-growing lifestyle choices and also the several different economic factors. This paper proposes a new research model by extending the DeLone & McLean information systems (D&M IS) success model to understand users’ actual usage of m-banking. The research model was tested and validated using data collected by survey from 227 Omani residents. This study employed a two-staged analytical approach by combining structural equation modeling and neural network analysis. The results divulge that satisfaction and intention to use stand as two important precedents of actual usage, and the satisfaction also mediates the relationship between service quality, information quality and trust with intention to use m-banking and negates with that of system quality. We have provided the theoretical as well as practical implications of the findings.     

基于信任的结构洞信息收益获取机制:一个嵌入式案例分析

在回顾结构洞理论和信任理论的历史溯源和发展历程后,以浙江某办公服务公司与四家企业的合作关系为例,分析信任演变对信息收益三种来源的作用,进而对信息收益的效率和效益产生的影响。对结构洞理论中难以理解的部分做分析,提高了结构洞理论的解释力,并建立了基于信任视角的结构洞占有者信息收益理论模型。     

Understanding trust influencing factors in social media communication: A qualitative study

Based on five types of trust, this research explores trust influencing factors in peer-to-peer interpersonal communication, group communication and mass communication. Previous research has mainly focused on trust and the corresponding antecedents in electronic commerce communication and online collaboration. This study extends the literature on trust influencing factors in social media communication. A trust traffic light model is used to illustrate the importance of keywords, drawn from interviews with 115 participants who use WeChat frequently. Salient trust factors were found and further elaborated through qualitative analysis. Furthermore, we developed a trust cognitive onion model to illustrate the interactions of trust factors.     

The role of trust in e-Government effectiveness,operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B

Electronic government (e-Government) systems are becoming an essential strategic tool in the delivery of e-Government-to-Business services (e-G2B). The purpose of this research is to explore direct and indirect effects of trust in online services on the satisfaction of the e-Government service users and other perceptions such as e-G2B system effectiveness and the operational effectiveness of organizations. Based on a sample of e-G2B service users from Saudi Arabia, our preliminary findings suggest that the effects of trust on user satisfaction are mediated by e-G2B system effectiveness measures (e.g., System Quality, Service Quality, and Information Quality) and by operational effectiveness. In addition, we find that operational effectiveness and information quality are the most important drivers of user satisfaction. In contrast to previous research, our results show a negative relationship between trust in online services and service quality and suggest that this finding may have important implications for theory and practice.     

Defining key drivers of online impulse purchasing: A perspective of both impulse shoppers and system users

With the proliferation of e-commerce, a large part of online shopping is attributed to impulse buying. Hence, there is a particular necessity to understand impulse buying in the online context. Impulse shoppers incline to feel unable to control their tendencies and behaviors from various stimuli. Specifically, online consumers are both the impulse shoppers and the system users of websites in the purchase process. Impulse shoppers concern individual traits and system users cover the attributes of online stores. Online impulse buying therefore entails two key drivers, technology use and trust belief, and the mediator of flow experience. Grounding on flow experience, technology-use features, and trust belief, this study proposes a novel research model to examine impulse buying behavior in a complete manner. Data were collected from an online survey. Data analysis considers structural equation modeling technique with formative structure. Empirical results showed that flow experience is an important factor to affect impulse buying from its original drivers. Trust belief is also critical to impulse buying as perceived usefulness is not. Implications for managers and scholars are further discussed.     

Information Technology and Social Transformation: GIS for Forestry Management in India

In this article, we examine an in-depth case of the introduction of geographical information systems (GIS) in the Indian forestry sector and associated social transformations. Our study is informed by Giddens's recent theoretical developments on globalizing influences at the institutional level and their interconnectedness to new trust systems and self-identity at the individual level. We examine how some elements of our case analysis are illuminated by Giddens's theoretical concepts, and also highlight some potential areas for further theoretical development. In particular, our case suggests that there are ongoing processes of stability as well as reflexivity, and we also develop the concept of trust systems to support interactions with new groups of people. Finally, our analysis notes some limitations of Giddens's ideas, especially the somewhat homogeneous form of his theory in suggesting the nature of social transformations in current times. Instead, the case emphasizes the need to examine more closely cultural and other sociocultural characteristics in particular contexts, and how they play out with global influences.     

Trust or mistrust in algorithmic grading? An embedded agency perspective

Artificial Intelligence (AI) has the potential to significantly impact the educational sector. One application of AI that has increasingly been applied is algorithmic grading. It is within this context that our study takes a focus on trust. While the concept of trust continues to grow in importance among AI researchers and practitioners, an investigation of trust/mistrust in algorithmic grading across multiple levels of analysis has so far been under-researched. In this paper, we argue the need for a model that encompasses the multi-layered nature of trust/mistrust in AI. Drawing on an embedded agency perspective, a model is devised that examines top-down and bottom-up forces that can influence trust/mistrust in algorithmic grading. We illustrate how the model can be applied by drawing on the case of the International Baccalaureate (IB) program in 2020, whereby an algorithm was used to determine student grades. This paper contributes to the AI-trust literature by providing a fresh theoretical lens based on institutional theory to investigate the dynamic and multi-faceted nature of trust/mistrust in algorithmic grading—an area that has seldom been explored, both theoretically and empirically. The study raises important implications for algorithmic design and awareness. Algorithms need to be designed in a transparent, fair, and ultimately a trustworthy manner. While an algorithm typically operates like a black box, whereby the underlying mechanisms are not apparent to those impacted by it, the purpose and an understanding of how the algorithm works should be communicated upfront and in a timely manner.     

Can winning take care of everything? A longitudinal assessment of post-transgression actions on repairing trust in an athlete endorser

A celebrity athlete’s transgression damages the public’s trust in that celebrity. However, little is known about whether demonstrating an outstanding performance after the transgression mitigates the negative consequence of that transgression. It also remains unexplored whether engaging in reparation can restore consumer trust and generate forgiveness. Taking a longitudinal approach, we found that post-transgression performance slightly increased competence-based trust but had no impact on increasing integrity-based trust and forgiveness. However, post-transgression reparation efforts enhanced both integrity-based trust and forgiveness over time. Findings also suggest that performance has little impact on generating forgiveness, countering the popular notion that winning takes care of everything.     

文化遗产数字叙事信任模型:概念与框架

信任是数字环境下文化遗产数字叙事的基础。文化遗产数字叙事是一种具有重构和演绎特质的叙事方式,在数字化、数据化和艺术化阶段会产生不同的信任问题。作为一种特殊的信息系统,文化遗产数字叙事的人机交互特征体现出系统、信息和用户之间的相互连通和协同影响,系统叙事的可信度和用户体验的信任感构成了信任模型的双向动态互动,涉及文化遗产信息资源、叙事性架构、数字化呈现、系统本身的功能建设和知识服务,以及用户的意图和行动。文化遗产数字叙事信任模型不仅有助于提升文化遗产的数智化活化利用水平,促进对文化遗产信息资源的深度挖掘、叙事内容的创意演绎、文化内涵的有效阐释与呈现,而且有望为可信的文化遗产数字叙事提供理论和实践指导,助力文化遗产数字化转型发展。图3。参考文献46。