Actionable trust in service organizations: A multi-dimensional perspective

Abstract

Purpose

The paper explores attitudinal and behavioral antecedents of trust and respective outcomes within the service industry at multiple levels of analysis.

Method

Data were obtained from academic and administrative service providers (n = 76) and clients (n = 868) using paper-and-pencil and on-line questionnaires.

Findings

Individual, dyadic and organizational factors throughout service delivery affect trust as a behavior. Value fit between service providers and clients contributed to trust as a behavioral action.

Implications

Our findings confirm that success of service delivery is a multi-dimensional phenomenon. It confirms that actionable trust is a dominant factor in service success, thus calls for the need to pay attention to the relational aspect of service encounters. Finally, value fit between clients and service providers is crucial in achieving trust throughout the service interaction.

Originality

The study provides a management tool for measuring action based trust within service organizational context.

Resumen

Objetivo

Este trabajo explora los antecedentes actitudinales y comportamentales de la confianza y sus consecuencias en el sector de servicios a diversos niveles de análisis.

Método

Se obtuvieron datos de proveedores de servicios académicos y administrativos (n = 76) y clientes (n = 868) mediante cuestionarios de papel y lápiz y online.

Resultados

Factores individuales, diádicos y organizativos afectan a la confianza como comportamiento en todo suministro de servicios. El ajuste de valores entre los proveedores de servicios y clientes contribuye a la confianza como acción comportamental.

Implicaciones

Nuestros resultados confirman que el éxito en el suministro de servicios es un fenómeno multidimensional. Confirma que la confianza como acción es un factor dominante en el éxito en los servicios, lo que plantea la necesidad de prestar atención al aspecto relacional de los encuentros de servicio. Por último, el ajuste de valores entre clientes y proveedores de servicios es fundamental para lograr la confianza en toda interacción en la prestación de servicios.

Originalidad

El estudio aporta una herramienta de gestión para medir la confianza centrada en la acción en el contexto de las empresas de servicios.

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