Some Aspects of Trust in Service Activities

• Autorzy: Wojciech Downar
• Języki publikacji: EN

Abstrakty

EN

The issue of trust is rarely addressed in the context of service activities. The specificity of services, their diversity and the way they are produced make trust an important determinant of effective and efficient services provision. The simultaneity of production and consumption as well as the lack of transfer of ownership of the service in the process of its production result in the asymmetry of information between the customer and the service provider. Trust based on the perception of integrity and goodwill of the service provider is necessary. Relations between the customer and the employee of the service provider are based on the customer's trust to the individual skills and competencies of the employee. The features of the service delivery process determine the work design of the service provider based on empowerment replacing direct control with trust-based relationships. Also the type of service, in particular the intensity of contact with the customer and the degree of customisation, determine the strength of trust in relations with customer.(author's abstract)

Słowa kluczowe

EN

Services; Management; Trust; Organisational behaviour

PL

Usługi; Zarządzanie; Zaufanie; Zachowania organizacyjne

• Czasopismo: European Journal of Service Management
• Rocznik: 2018
• Numer: vol. 28/1, 4/2018
• Strony: 79--85

Twórcy

autor

Wojciech Downar

• Uniwersytet Szczeciński

Bibliografia

• Anderson, S., Smith, J. (2017). An empirical examination of the services triangle. Journal of Services Marketing, 31 (3), 236-246.
• Bhattacharya, R., Devinney, T.M., Pillutla, M.M. (1998). A Formal Model of Trust Based on Oucomes. Academy of Management Review, 23 (3), 459-472.
• Burke, C.S., Sims, D.E, Lazzara, E.H., Salas, E. (2007). Trust in leadership: A multi-level review and integration. The Leadership Quarterly, 18 (6), 606-632.
• Chase, R.B. (1981). The customer contact approach to services: Theoretical bases and practical extensions. Operations Research, 29 (4), 698-706.
• Gapiński, A.J. (2017). Trust in Project Management. The Journal of Management and Engineering Integration, 10 (2), 1-11.
• Grudzewski, W.M., Hejduk, I.K., Sankowska, A., Wańtuchowicz, M. (2007). Zarządzanie zaufaniem w organizacjach wirtualnych. Warszawa: Difin.
• Hollins, B., Shinkins, S. (2006). Managing Service Operations. Design and Implementation. Sage Publications.
• Humphries, A.S., Wilding, R.D. (2004). Long term collaborative business relationships: the impact of trust and C3 behavior. Journal of Marketing Management, 20 (9), 1107-1122.
• Karlsen, J.T., Græe, K., Massaoud, M.J. (2008). Building trust in project-stakeholder relationships, Baltic Journal of Management, 3 (1), 7-22.
• Kotler, Ph., Armstrong, G. (2010). Principles of Marketing. Pearson.
• Laing, A.W., Lian, P.C.S. (2005). Inter-organisational relationship in professional services: towards a typology of service relationships. The Journal of Services Marketing, 19 (2), 114-127
• Mills, P.K., Margulies, N. (1980). Towards a core typology of service organizations. Academy of Management Review, 5 (2), 255-265.
• Ng, S., Russell-Bennett, R., Dagger T. (2007). A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences. Journal of Services Marketing, 21 (7), 471-480.
• Nielsen, B.B. (2004). The Role of Trust in Collaborative Relationships: A Multi-Dimensional Approach, Management, 7 (3), 239-256.
• Oliver, R. (1997). Satisfaction: A Behavioral Perspective on the Consumer. MacGraw-Hill.
• Perri, P., Goodwin, N., Peck, E., Freeman, T. (2006). Managing Networks of Twenty-First Century Organisations. Palgrave Macmillan.
• Ring, P.S., Van de Ven, A.H. (1992). Structuring Cooperative Relationships between Organizations. Strategic Management Journal, 13 (7), 483-498.
• Ring, P.S., Van de Ven, A.H. (1994). Developmental Process of Cooperative Inter-organizational Relationships, Academy of Management Review, 19 (1), 90-118.
• Rousseau, D., Sitkin, S.B., Burt, R.S., Camerer, C. (1998). Not so different after all: a cross-discipline view of trust. Academy Management Review, 23 (3), 393-404.
• Singh, U., Srivastava, K.B.L. (2016). Organizational Trust and Organizational Citizenship Behaviour. Global Business Review, 17 (3), 594-609.
• Tae-Yeol Kim, Jie Wang, Junsong Chen (2018). Mutual Trust Between Leader and Subordinate and Employee Outcomes. Journal of Business Ethics, 149 (4), 945-958.
• Tomkins, C. (2001). Interdependencies, trust and information in relationships, alliances and networks. Accounting, Organizations and Society, 26 (2), 161-191.

Identyfikatory

DOI

10.18276/ejsm.2018.28/1-10