Actionable trust in service organizations: A multi-dimensional perspective

Hila Chalutz Ben-Gal, Shay Tzafrir, Simon Dolan

Research output: Contribution to journalShort surveypeer-review

8 Scopus citations

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.

Original languageEnglish
Pages (from-to)31-39
Number of pages9
JournalRevista de Psicologia del Trabajo y de las Organizaciones
Volume31
Issue number1
DOIs
StatePublished - 1 Jan 2015
Externally publishedYes

Keywords

  • Fit
  • Justice
  • Service
  • Stakeholders
  • Trust
  • Values

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