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Abstract

Trust is the enabler of social interaction. Although the origins of research on trust traditionally lie outside the Information Systems (IS) domain, the importance of trust for IS research rapidly grew in the late 1990s, and it is still growing with the increasing ubiquity and advancement of technology in organizations, virtual teams, online markets, and user-technology interactions. Theoretically, the central role of trust is tied to the growing social change that Information and Communication Technology (ICT) has always created, a trend increased by the introduction of electronic commerce, and with it the need to interact and commerce with total strangers. This trend is mirrored in major IS research fields, such as virtual teams and technology acceptance, and thus also naturally in the pages of MIS Quarterly. The importance of trust for IS research and its impact on the IS literature are also reflected by the fact that a trust-related paper (Gefen et al. 2003) is among the most highly cited articles published in MIS Quarterly, together with papers on TAM, knowledge management, and design science. Besides, two trust-related papers have won the MIS Quarterly Paper of the Year Award in 1998 (Kumar et al. 1998) and 2009, respectively (Cyr et al. 2009), and a Special Issue on trust was published in 2010 (Benbasat et al. 2010). Coupled with the facts that we have identified 33 papers relevant for this curation, and that these papers account for about 20,000 total citations, it is perhaps safe to argue that trust is one of the popular and well-cited areas of research in the IS literature, especially during the last 20 years.
Trust: An MIS Quarterly Research Curation 1
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Trust: An MIS Quarterly Research Curation
Research Curation Team:
Matthias Söllner (Universities of St. Gallen and Kassel)
Izak Benbasat (University of British Columbia)
David Gefen (Drexel University)
Jan Marco Leimeister (Universities of St. Gallen and Kassel)
Paul A. Pavlou (Temple University)
Trust is the enabler of social interaction. Although the origins of research on trust traditionally
lie outside the Information Systems (IS) domain, the importance of trust for IS research
rapidly grew in the late 1990s, and it is still growing with the increasing ubiquity and
advancement of technology in organizations, virtual teams, online markets, and user-
technology interactions. Theoretically, the central role of trust is tied to the growing social
change that Information and Communication Technology (ICT) has always created, a trend
increased by the introduction of electronic commerce, and with it the need to interact and
commerce with total strangers. This trend is mirrored in major IS research fields, such as
virtual teams and technology acceptance, and thus also naturally in the pages of MIS
Quarterly. The importance of trust for IS research and its impact on the IS literature are also
reflected by the fact that a trust-related paper (Gefen et al. 2003) is among the most highly
cited articles published in MIS Quarterly, together with papers on TAM, knowledge
management, and design science. Besides, two trust-related papers have won the MIS
Quarterly Paper of the Year Award in 1998 (Kumar et al. 1998) and 2009, respectively (Cyr
et al. 2009), and a Special Issue on trust was published in 2010 (Benbasat et al. 2010).
Coupled with the facts that we have identified 33 papers relevant for this curation, and that
these papers account for about 20,000 total citations, it is perhaps safe to argue that trust is
one of the popular and well-cited areas of research in the IS literature, especially during the
last 20 years.
Focus of the Research Curation
This curation adopts a broad definition of trust based on Gefen et al. (2003) who combined
the theoretical background of trust as a behavioral antecedent from the sociology literature
along with its antecedent beliefs about the trustworthiness of another party. This was
suggested by philosophers as early as Aristotle and also highlighted in management research.
According to that definition, trust is a willingness of one party (the trustor) to rely on another
party (the trustee), i.e., about setting aside concerns the trustor has about the trustee’s taking
advantage of the situation in cases that involve risk and potential loss to the trustor. This
willingness to rely is based on assessments about the trustee’s characteristics, mainly about
ability (competence), benevolence, and integrity.
This curation highlights all 33 articles published in MIS Quarterly that focus on the study of
trust (see Table 1 at the end of this curation). Since the goal of this curation is to provide a
starting point for future research on trust, it focuses on papers in which trust plays an
important role in the proposed model, hypotheses, or overall study. Thus, the curation
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excludes articles in which trust is merely used as part of another construct (e.g., Mithas et al.
2008) or in which trust is used as a synonym for other kindred concepts, such as friendship in
peer-to-peer lending (e.g., Liu et al. 2015). Due to the large number of articles on trust, the
curation, furthermore, excludes articles that deal with related topics such as risk, privacy and
security.
Progression of Research in MIS Quarterly
Early research on trust in MIS Quarterly, starting mainly just before 2000, was closely tied to
research in the broader management literature. Perhaps because of those origins, trust research
in MIS Quarterly initially concentrated on trust relationships where an ICT is a conduit to
traditional trust-based relationships, such as buyer-seller relationships in electronic commerce,
or where trust is a defining characteristic of the software development process, such as
outsourcing relationships among organizations. Representative topics of this initial period
include studies of how ICT affects the performance of work teams (e.g., Piccoli and Ives
2003; Paul and McDaniel Jr. 2004), how online markets and channels change the way
transactions take place among consumers and businesses online (e.g., Ba and Pavlou 2002;
Gefen et al. 2003), and how groups collaborate in virtual settings (Nelson and Cooprider
1996). Parallel to that stream, also early on, there was conceptual research on how to increase
trust in technology (Gregor and Benbasat 1999). Importantly, right from this initial period on,
research tied trust directly to key constructs used in MIS theories, which is probably why trust
became a key theme in MIS research. Representative of this integration of trust into the heart
of existing theories utilized in MIS are Gefen et al. (2003) who integrated trust into TAM, and
Pavlou and Feygenson (2006) who added trust into the theory of planned behavior.
The study of trust in MIS Quarterly evolved toward the mid-2000s, showing an increase in
research on trust between organizations, especially in the context of IT/IS outsourcing. Trust
was shown to be a key construct in successful IT/IS outsourcing relationships (Ågerfalk and
Fitzgerald 2008; Gefen et al. 2008; Goo et al. 2009; and Rai et al. 2009).
Also beginning in the mid-2000s and lasting until today, there has been an increase in
research on trust and the IT artifact as well as a more nuanced look into the construct of trust.
This period saw a shift from understanding the importance of trust toward more interest in
how to design trustworthy systems (e.g., Komiak and Benbasat 2006) and better understand
how cultural and gender differences affect the relationships between trust and other constructs
(e.g., Cyr et al. 2009; Sia et al. 2009; Riedl et al. 2010). Another stream of research in this
period includes the application of neuroscience methods to better measure trust constructs
(Dimoka 2010; Riedl et al. 2010) and to investigate whether trust and distrust are distinct
constructs (Dimoka 2010).
The richness and diversity of the study of trust is reflected in the many methodologies used to
study trust (please see Table 1 for details). These methodologies include theoretical reasoning
(e.g., Gregor and Benbasat 1999), literature reviews (e.g., Xiao and Benbasat 2007), a single
case study (Kumar et al. 1998) or many case studies (e.g., Watson-Manheim and Bélanger
2007), different experimental approaches (e.g., Ba and Pavlou 2002; Piccoli and Ives 2003;
Sia et al. 2009), surveys and field studies (e.g., Gefen et al. 2003; Paul and McDaniel Jr.
2004; Kankanhalli et al. 2005; Kanawattanachai and Yoo 2007), fMRI (e.g., Riedl et al.
2010), archival data (e.g., Gefen et al. 2008; Burtch et al. 2014), as well as combinations of
these approaches, e.g., a lab experiment including qualitative interviews, quantitative surveys
and eye-tracking methods (Cyr et al. 2009), or lab and fMRI experiments (Dimoka 2010).
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Thematic Advances in Knowledge
Four overarching clusters of trust-based relationships were investigated in the studies listed in
Table 1: (1) between people or between groups, (2) between people and organizations, (3)
between organizations, and (4) between people and technology. Within each of these clusters,
different research themes were investigated.
The first cluster of studies focuses on trust relationships between people or between groups.
These studies can be further divided into studies that focus on trust within virtual teams
(Nelson and Cooprider 1996; Piccoli and Ives 2003; Paul and McDaniel Jr. 2004; Kankanhalli
et al. 2005; Stewart and Gosain 2006; Watson-Manheim and Bélanger 2007; Kanawattanachai
and Yoo 2007; Iacovou et al. 2009; Thomas and Bostrom 2010), and studies focusing on trust
in buyer-seller-like relationships in online markets (Ba and Pavlou 2002; Dimoka 2010; Riedl
et al. 2010; Burtch et al. 2014; Ou et al. 2014). With regards to trust in virtual teams, multiple
studies have shown the importance of trust among team members as an antecedent of team
success. Nelson and Cooprider (1996), for example, showed that mutual trust between
members of the IS group and line groups of an organization increases shared knowledge, and
thus performance. Paul and McDaniel Jr. (2004) showed a direct positive effect of trust
among team members on team performance in telemedicine, while Iacovou et al. (2009)
showed that the absence of trust between IS project managers and executives can lead to
biases in their communication. With regard to online markets, research shows that feedback
mechanisms have an impact on how buyers rate the trustworthiness of sellers and that buyers
were willing to pay price premiums to sellers they trust more (Ba and Pavlou 2002).
The second cluster focuses on trust relationship between people and organizations. These
studies focus mainly on (potential) customer trust in internet businesses (Gefen et al. 2003;
Pavlou and Fygenson 2006; Pavlou et al. 2007; Sia et al. 2009; Fang et al. 2014), with one
study focusing on trust in web-based channels in general (Choudhury and Karahanna 2008).
Choudhury and Karahanna (2008) showed that informational trust is a driver of the relative
advantages of web-based channels. Research also embedded trust into well-established
models of human behavior, such as the technology acceptance model (Gefen et al. 2003) and
the theory of planned behavior (Pavlou and Fygenson 2006), showing that trust in web
vendors drives online shopping behavior.
The third cluster focuses on trust relationships between organizations. These studies can be
divided into studies focusing on IT/IS outsourcing (Ågerfalk and Fitzgerald 2008; Gefen et al.
2008, Goo et al. 2009; Rai et al. 2009), and studies focusing on trust in other forms of inter-
firm relationships (Kumar et al. 1998; Klein and Rai 2009). Comparable to the results about
virtual teams, research on IT/IS outsourcing highlights the necessity of trust as a basis for a
mutually beneficial outsourcing relationship across different types of outsourcing, such as
open sourcing (Ågerfalk and Fitzgerald 2008), IT outsourcing (Goo et al. 2009), and IS
offshoring (Rai et al. 2009). Furthermore, Gefen et al. (2008) showed that trust influences
what type of contract is used in software development outsourcing. Research also showed that
trust can often reduce the positive effects of new systems, leading to acceptance problems
(Kumar et al. 1998), and that trust is an important antecedent of strategic information flows
within inter-firm logistics relationships (Klein and Rai 2009).
The fourth cluster focuses on trust relationships between people and technology. These studies
can be divided into studies focusing on trust in systems, such as recommendation systems or
decision-support systems (Gregor and Benbasat 1999; Komiak and Benbasat 2006; Xiao and
Benbasat 2007; Han et al. 2015) and studies focusing on trust in websites (Cyr et al. 2009;
Xiao and Benbasat 2011). Also in this cluster is the study of trust in the nation-wide initiative
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to introduce identity smart cards in Nigeria (McGrath 2016). Studies focusing on user trust in
systems showed the importance of trust in the context of using or relying on those systems
(e.g., Komiak and Benbasat 2006; Han et al. 2015). Research in this stream also provided
insights into how systems should be designed so that their users perceive them as being more
trustworthy. In that regard, Gregor and Benbasat (1999) conceptualized the importance of
suitable explanations to increase trust in systems. Komiak and Benbasat (2006) highlighted
the need for personalization of systems to increase user trust. Cyr et al. (2009) showed how
user trust across different cultures can be influenced by varying image appeals and perceived
social presence in the context of building trust in websites. Finally, Xiao and Benbasat (2011)
propose that people perceive potential deception on an e-commerce website differently
depending on whether they interact with a trusted website or not.
Conclusion
The extensive research on trust and the broad range of methodological approaches in MIS
Quarterly shows the centrality and complexity of trust in contexts of interest to the MIS
community. It is our intent that this curation will contribute to the continued interest and
development of the study of trust in the MIS discipline through this curation.
MIS Quarterly References beyond the Papers Included in Table 1
Benbasat, I., Gefen, D., and Pavlou, P. A. 2010. “Introduction to the Special Issue on Novel
Perspectives on Trust in Information Systems,” MIS Quarterly (34:2), pp. 367–371.
Liu, D., Brass, D. J., Lu, Y., and Chen, D. 2015. “Friendship in Online Peer-to-Peer Lending:
Pipes, Prisms, and Relational Herding,” MIS Quarterly (39:3), 729-A4.
Mithas, S., Jones, J. L., and Mitchell, W. 2008. “Buyer Intention to Use Internet-Enabled
Reverse Auctions: The Role of Asset Specificity, Product Specialization and Non-
Contractibility,” MIS Quarterly (32:4), pp. 705–724.
Please cite this curation as follows: Söllner, M., Benbasat, I., Gefen, D., Leimeister, J. M.,
Pavlou, P. A. “Trust,” in MIS Quarterly Research Curations, Ashley Bush and Arun Rai, Eds.,
http://misq.org/research-curations, October 31, 2016.
Please feel free to contact Matthias Söllner (matthias.soellner@unisg.ch) if you have
comments on or questions regarding this curation.
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Table 1. MIS Quarterly Papers on Trust
ID Author(s) Title Year
Vol. (I.) Trust relationship
(Cluster-#) Methodological
approach(es) Key trust-related insights
1 Kay M. Nelson and Jay
G. Cooprider
The Contribution of Shared
Knowledge to IS Group
Performance
1996
20 (4) IS groups and line
customers (1)
Cross-sectional field
study (DC) & path
analysis (DA)
Mutual trust impacts shared
knowledge which impacts IS
performance
2 Kuldeep Kumar, Han G.
van Dissel and Paola
Bielli
The Merchant of Prato Revisited:
Toward a Third Rationality of
Information Systems
1998
22 (2)
Organizations of
the Prato textile
district (3)
Single case study
including interviews and
archival data
Existence of trust made a new IS
irrelevant, and lead to its failure
3 Shirley Gregor and Izak
Benbasat
Explanations from Intelligent
Systems: Theoretical Foundations
and Implications for Practice
1999
23 (4)
Users and
intelligent systems
(4) Theoretical reasoning Explanations that conform to
Toulmin’s model of argumentation
should lead to greater trust
4 Sulin Ba and Paul A.
Pavlou
Evidence of the Effect of Trust
Building Technology in Electronic
Markets: Price Premiums and
Buyer Behavior
2002
26 (3)
Buyers and sellers
on electronic
(auction) markets
(1)
Online field experiment
and field data (DC) &
regression analysis (DA)
Properly designed feedback
mechanisms can influence trust,
and trust impacts buyers'
willingness to pay price premiums
5 David Gefen, Elena
Karahanna and Detmar
W. Straub
Trust and TAM in Online
Shopping: An Integrated Model 2003
27 (1) Consumers and
online vendors (2) Field study (DC) &
CBSEM (DA) Trust impacts perceived usefulness
and intended use
6 Gabriele Piccoli and Ives
Blake Trust and the Unintended Effects of
Behavior Control in Virtual Teams 2003
27 (3)
Between members
of temporary virtual
student teams (1)
Longitudinal experiment
(DC) & Case and
statistical analyses (DA)
Behavior control mechanisms for
traditional teams have a negative
effect on trust in virtual teams
7 David L. Paul and
Reuben R. McDaniel Jr.
A Field Study of the Effect of
Interpersonal Trust on Virtual
Collaborative Relationship
Performance
2004
28 (2)
Between different
physicians in virtual
telemedicine teams
(1)
Interviews (DC) & case
analysis and POSAC
(DA)
Interpersonal trust among
physicians increases team
performance
8 Atreyi Kankanhalli,
Bernard C. Tan and
Kwok-Kee Wei
Contributing Knowledge to
Electronic Knowledge Repositories:
An Empirical Investigation
2005
29 (1)
Between users of an
electronic know-
ledge repository (1)
Survey (DC) &
moderated multiple
regression analysis (DA)
If there is no generalized trust
among users, codification effort
hinders system usage
9 Paul A. Pavlou and
Mendel Fygenson
Understanding and Predicting
Electronic Commerce Adoption:
An Extension of the Theory of
Planned Behavior
2006
30 (1) Consumers and web
vendors (2) Longitudinal study (DC)
& PLS (DA)
Trusting beliefs influence both, the
attitude to getting info and the
attitude to purchasing from a
vendor
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10 Katherine J. Stewart and
Sanjay Gosain
The Impact of Ideology on
Effectiveness in Open Source
Software Development Teams
2006
30 (2)
Between members
of large OSS
development teams
(1)
Two surveys and
archival data (DC) &
PLS (DA)
Cognitive trust impacts affective
trust and affective trust influences
both, team size and team effort
11 Sherrie Y. X. Komiak
and Izak Benbasat
The Effects of Personalization and
Familiarity on Trust and Adoption
of Recommendation Agents
2006
30 (4)
Users and
recommendation
agents (4)
Online experiment (DC)
& PLS (DA)
Personalization and familiarity
impact cognitive trust which
impacts emotional trust that has an
impact on intention to adopt
12 Paul A. Pavlou, Huigang
Liang and Yaijong Xue
Understanding and Mitigating
Uncertainty in Online Exchange
Relationships: A Principal-Agent
Perspective
2007
31 (1) Consumers and web
vendors (2) Two surveys (DC) &
PLS (DA) Trust mitigates uncertainty
antecedents
13 Bo Xiao and Izak
Benbasat
E-Commerce Product
Recommendation Agents: Use,
Characteristics, and Impact
2007
31 (1)
Users and
recommendation
agents (4) Literature review Different configurations of
recommendation agents are
proposed to influence trust
14 Mary Beth Watson-
Manheim and France
Bélanger
Communication Media Repertoires:
Dealing with the Multiplicity of
Media Choices
2007
31 (2)
Between members
of virtual sales
teams (1)
Multiple case study
including interviews and
archival data
Low trust can lead to decreased
communication effectiveness,
frustration, and wasted effort and
resources
15 Prasert Kanawattanachai
and Youngjin Yoo
The Impact of Knowledge
Coordination on Virtual Team
Performance over Time
2007
31 (4)
Between members
of virtual student
teams (1)
Three surveys and
archival data (DC) &
PLS (DA)
Cognition-based trust impacts task-
knowledge coordination across all
time periods
16 Vivek Choudhury and
Elena Karahanna
The Relative Advantage of
Electronic Channels: A
Multidimensional View
2008
32 (1)
Consumers and web
channels in general
(2)
Survey (DC) & PLS
(DA)
Informational trust impacts the
relative advantage of web-based
channels
17 Pär J. Ågerfalk and
Brian Fitzgerald
Outsourcing to an Unknown
Workforce: Exploring
Opensourcing as a Global Sourcing
Strategy
2008
32 (2)
Commercial
companies and
open source
communities (3)
Multiple qualitative
sources and survey (DC)
& coding techniques and
Mann-Whitney tests and
regression (DA)
Trust is a key requirement for
building a successful opensourcing
relationship
18 David Gefen, Simon
Wyss and Yossi
Lichtenstein
Business Familiarity as Risk
Mitigation in Software
Development Outsourcing
Contracts
2008
32 (3)
Between
organizations in
software
development
outsourcing (3)
Archival data (DC) &
multiple linear and
logistic regressions (DA)
Trust reflected in business
familiarity leads to more time and
materials outsourcing contracts
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19 Jahyun Goo, Rajiv
Kishore, H. R. Rao and
Kichan Nam
The Role of Service Level
Agreements in Relational
Management of Information
Technology Outsourcing: An
Empirical Study
2009
33 (1)
Between
organizations in IT
outsourcing
relationships (3)
Survey (DC) & PLS
(DA)
Harmonious conflict resolution and
mutual dependence impact trust
and in interaction they impact
commitment
20
Choon Ling Sia, Kai H.
Lim, Kwok Leung,
Matthew K. O. Lee,
Wayne Wie Huang and
Izak Benbasat
Web Strategies to Promote Internet
Shopping: Is Cultural
Customization Needed?
2009
33 (3) Consumers and web
vendors (2)
Lab experiment (DC) &
standard and multigroup
PLS (DA)
The way trust in web vendors via
their websites can be built differs
across cultures (here Australia
versus Hong Kong)
21 Dianne Cyr, Milena
Head, Hector Larios and
Bing Pan
Exploring Human Images in
Website Design: A Multi-Method
Approach
2009
33 (3)
Users and e-
commerce websites
(4)
lab experiment including
eye-tracking, survey, and
interviews (DC) &
coding-based theory
building, PLS, eye-
tracking analysis (DA)
Image appeal and perceived social
presence impact trust, and human
figures with facial features foster
the highest level of trust among all
cultures
22 Arun Rai, Likoebe M.
Maruping and Viswanath
Venkatesh
Offshore Information Systems
Project Success: The Role of Social
Embeddedness and Cultural
Characteristics
2009
33 (3)
Between
organizations in IS
offshore
relationships (3)
longitudinal field study
(DC) & random
coefficient modeling
(DA)
Client trust leads to lower cost
overruns and higher satisfaction
23 Richard Klein and Arun
Rai
Interfirm Strategic Information
Flows in Logistics Supply Chain
Relationships
2009
33 (4)
Between organi-
zations in logistics
supply chain
relationships (3)
Interviews and survey (DC)
& PLS (DA)
Trust impacts strategic information
sharing
24 Charalambos L. Iacovou,
Ronald L. Thompson
and H. Jeff Smith
Selective Status Reporting in
Information Systems Projects: A
Dyadic-Level Investigation
2009
33 (4) IS project managers
and executives (1) Survey (DC) & PLS (DA)
Executive's knowledge and
communication impact trust in
executive which has a negative
impact on optimistic biasing
25 Dominic M. Thomas and
Robert P. Bostrom
Vital Signs for Virtual Teams: An
Empirically Developed Trigger
Model for Technology Adaptation
Interventions
2010
34 (1) Between members
of virtual teams (1)
Critical incident
technique including
interviews and survey
(DC) & interpretive
content analysis (DA)
Lack of trust among team members
as one trigger of technology
adaptations
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26 Angelika Dimoka What Does the Brain Tell Us About
Trust and Distrust? Evidence from
a Functional Neuroimaging Study
2010
34 (2)
Buyers and sellers
on electronic
(auction) markets
(1)
Lab and fMRI experiment
(DC) & EFA, CFA,
regression and fMRI
analysis (DA)
Trust
and distrust are different, since
different regions of the brain are
active, and both affect price
premiums as expected
27 René Riedl, Marco
Hubert and Peter
Kenning
Are There Neural Gender
Differences in Online Trust? An
fMRI Study on the Perceived
Trustworthiness of eBay Offers
2010
34 (2)
Buyers and sellers
on electronic
(auction) markets
(1)
fMRI experiment (DC) &
fMRI analysis and general
linear modeling (DA)
Assessment of trustworthiness
differs across genders (different
brain regions active), women
activate more regions
28 Bo Xiao and Izak
Benbasat
Product-Related Deception in E-
Commerce: A Theoretical
Perspective
2011
35 (1)
Users and e-
commerce websites
(4) Theoretical reasoning
Anomalies should less likely be
attributed to deception by users
with high prior or calculative-based
trust
29 Carol Xiaojuan Ou, Paul
A. Pavlou and Robert M.
Davison
Swift Guanxi in Online
Marketplaces: The Role of
Computer-Mediated
Communication Technologies
2014
38 (1)
Buyers and sellers
on electronic
(auction) markets
(1)
Longitudinal field study
including surveys and
archival data (DC) & PLS
(DA)
Interactivity and presence impact
trust, and trust impacts swift guanxi
and repurchase intention
30
Yulin Fang, Israr
Qureshi, Heshan Sun,
Patrick McCole, Elaine
Ramsey and Kai H. Lim
Trust, Satisfaction, and Online
Repurchase Intention: The
Moderating Role of Perceived
Effectiveness of E-Commerce
Institutional Mechanisms
2014
38 (2) Consumers and web
vendor (2) Survey (DC) & PLS (DA)
PEEIM moderators the
relationships
between satisfaction and trust as
well as trust and repurchase
intention
31 Gordon Burtch, Anindya
Gose and Sunil Wattal
Cultural Differences and
Geography as Determinants of
Online Prosocial Lending
2014
38 (3)
Borrowers and
lenders on peer-to-
peer lending
platforms (1)
Archival data (DC) &
Poisson pseudo-
maximum likelihood
estimator (DA)
Trust is a key mechanism in
lending decision, and third party
trust mechanisms can help to
overcome culture-related lender
concerns
32 Wencui Han, Serkan
Ada, Raj Sharman and
H. Raghav Rao
Campus Emergency Notification
Systems: An Examination of
Factors Affecting Compliance with
Alerts
2015
39 (4)
Students and
campus emergency
notification systems
(4)
Survey and focus group
(DC) & logistic
regression analysis (DA)
Information quality trust is the only
factor that impacts intention to
comply across all five scenarios
33 Kathy McGrath
Identity Verification and Societal
Challenges: Explaining the Gap
between Service Provision and
Development Outcomes
2016
40 (2)
Nigerian citizens
and identity smart
cards (4)
Comparative case study
analysis
Workable combination of trust and
distrust needs to be in place when
aiming to introduce identity smart
cards
Trust: An MIS Quarterly Research Curation 9
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Legend:
CBSEM = covariance-based structural equation modeling; CFA = confirmatory factor analysis; DA = data analysis; DC = data collection; EFA = exploratory factor analysis;
OSS = open
source software;
PEEIM = Perceived Effectiveness of E-Commerce Institutional Mechanisms; PLS = partial least square; POSAC = partial order scalogram analysis with base coordinates
... Trust can be defined as the readiness to rely on another party to perform a task based on uncertain expectations (Mayer et al., 1995). Conceptually rooted in interpersonal relationships, trust in technology became a prominent area for IS literature and related streams (Söllner et al., 2018). Trust is a multidimensional construct with three characteristics determining the trustee's trustworthiness: ability, benevolence, and integrity (Mayer et al., 1995). ...
... Thus, system performance and reliability strongly influence trust and positively or negatively affect reliance (Hoff and Bashir, 2015;Lee and See, 2004). IS literature highlights the link between trust, delegation decisions (Benbasat and Wang, 2005), IS use intentions, and adoption (Söllner et al., 2018). Trust has been integrated into the Technology Acceptance Model and its extensions, with multiple studies confirming trust as an antecedent for IS acceptance and use (Venkatesh et al., 2016). ...
... Trust is critical in adopting and relying on technological artifacts and automated decision aids across domains (Hoff and Bashir, 2015;Lee and See, 2004). Research has identified a positive effect on system use and reliance if individuals perceive them as trustworthy (Söllner et al., 2018;You et al., 2022). Trust's important role in and positive relationship with IS use is further demonstrated by its integration into the discipline's prominent Technology Acceptance Model and extensions (Benbasat and Wang, 2005;Venkatesh et al., 2016). ...
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Advances in big data analytics and machine learning facilitate the emergence of process mining tools to analyze business processes. Despite the potential for increased efficiency, mixed evidence on user aversion to or appreciation of intelligent systems prevails. Conflicting results raise doubts about users' reliance on algorithmic advice. Regarding process analysis, aversion behaviors may stem from skepticism towards advice from external sources, possibly linked to the not-invented-here syndrome. In this experimental study, we manipulate the source of process advice (human vs. automated) and its origin (internal vs. external) in the context of process analysis, i.e., conformance checking. The results indicate increased trust and reliance on automated advice with external origin. Our findings contribute to theory by identifying external origin as beneficial in process advice. Furthermore, we add to literature on algorithm appreciation and aversion by showing that people readily rely on algorithmic support in process optimization but exhibit human aversion.
... Trust plays a major role in settings where individuals interact with technological systems (Söllner et al., 2016). The level of trust identifies how much a system user is willing to rely on the system. ...
... Third, our results about the relations among trust, perceived usefulness, and intention to adopt are in line with previous findings for technological artifacts (Söllner et al., 2016) in the context of ADM systems. Trust is shown to have a medium-level impact on perceived usefulness, and both trust and perceived usefulness are found to strongly affect the intention to adopt an ADM system. ...
... Thus, despite the differences between ADM systems and other technological artifacts and controversies about ADM systems, perception of usefulness seems to be a prominent factor also for the adoption of ADM systems. Our study indicates furthermore that relations among the factors of trust, perceived usefulness, and intention to adopt are applicable for ADM systems as they are for other technological artifacts (Söllner et al., 2016;Tamilmani et al., 2021). ...
... According to Söllner et al. [31], four clusters of trust-based relationships are central to studies in IS research: ...
... Our study is positioned in the latter cluster, which focuses on trust in IT artifacts. This line of literature encompasses many facets and approaches regarding how trust influences the mechanisms of technology adoption, thereby improving our understanding of how to enhance the design of trustworthy artifacts [31]. To this end, trust is often embedded as an external variable in the TAM, with a variety of studies examining its nomological validity for different technologies and contexts [12]. ...
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With their human-like nature, conversational agents (CAs) introduce a social component to human-computer interaction. Numerous studies have previously attempted to integrate this social component by incorporating trust into models such as the technology acceptance model (TAM) to decipher the adoption mechanisms related to CAs. Given the heterogeneity of these previous works, the aim of this paper is to integrate empirical evidence on the role and influence of trust within the nomological network of the TAM. For this purpose, we conduct a meta-analytic structural equation modeling approach based on 45 studies comprising k = 155 correlations, and N = 13,786 observations. Our findings highlight the multifaceted role of trust as a mediator transmitting the effects of the technology-related perceptions that drive the intention to use CAs. Our results present a comprehensive overview in a thriving research field that can guide both future theory building and the designs of more trustworthy CAs.
... From a quality perspective, as online reviews mainly serve customer's product evaluation and decision-making purpose [1], we thereby propose that the information quality of reviews refers to whether the specific review can help customers to evaluate the products when they encourter uncertainties (e.g., product quality and fit uncertainty) during online shopping from a functional view [46,47]. From a credibility perspective, prior studies have repeatedly established the link between trust among different parties and interested outcomes [48]. In the online shopping context, whether the reviewer is credible acts as another important factor that determines helpfulness evaluation. ...
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Images generated by customers have become a critical component of product reviews. For fashion goods, some customers would embed review images in product reviews and disclose their faces when describing their product experiences, while how facial features affect other customers' perceived helpfulness of reviews remains largely unexamined. Drawing upon Information Adoption Model, this paper proposes that face disclosure and positive emotions revealed by facial expressions in product review images positively affect review helpfulness through increased credibility and emotion contagion effect. Specifically, deep convolutional neural networks are deployed to extract facial features from review images, and negative binomial model with product fixed effect is chosen to conduct empirical analyses based on a large-scale review dataset. We conducted propensity score matching to further deal with the selection problem, and the bias of coefficient caused by algorithm classification error is properly addressed. The empirical results and extensive robustness checks strongly support the positive effects of face disclosure and positive emotions. These findings enrich our understanding of how review images affect people’s information adoption behavior and provide viable guidance for visual content management on e-commerce platforms.
... The importance of trust in the Information Systems discipline at large-and, hence, in the online shopping context in particular-has been widely studied (see, e.g., Gefen, 2000;McKnight et al., 2002a;Gefen et al., 2008;Riedl et al., 2010;Söllner et al., 2016). Given the vast body of literature on the subject, we refer below only to those studies that specifically considered the direct effects of TP (also called "disposition to trust" or "trust disposition") and EVT (or "trust in the e-vendor") on online or in-store purchase intentions. ...
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Nowadays, customers can utilize both online and in-store retail channels. Consequently, it is crucial for retailers to understand the possible drivers of retail channel selection, including customers’ personalities, degrees of trust, and product touch preferences. Unfortunately, current omnichannel research only scarcely addresses the effects of personality, trust, and desire to touch a product before purchasing it on willingness to purchase and how those effects vary between online and in-store shopping. Thus, we conducted an exploratory study. Our analysis of survey data (N = 1,208)—which controls for respondents’ age, gender, and education—reveals that across both the willingness to purchase in-store and online, a higher level of e-vendor trust is a significant, positive predictor. However, we also identify several channel-related differences, including that Trust Propensity, as well as the Big Five traits of Extraversion, Agreeableness, and Conscientiousness are significantly positively related to in-store, but not online, purchase willingness. We also find that Instrumental Need for Touch (defined as goal-motivated touch of a product) is positively related to in-store, but negatively related to online, purchase willingness. Finally, we highlight opportunities for future research and discuss how retail managers might enhance customer experiences in their physical and online stores.
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When cybersecurity units conduct vulnerability assessments to evaluate the security of organizations, they can have unintended consequences for employees. Although cybersecurity personnel may view tactics such as fake phishing attacks and email scanning as protective measures, employees may view them as threats because being singled out as a security risk can harm their standing in the organization. To understand the implications of vulnerability assessments, we examine how organizations’ use of different tactics to identify user vulnerabilities can lead employees to feel betrayed by the cybersecurity unit, resulting in negative cybersecurity outcomes. Drawing on the theory of betrayal aversion, we develop a model that shows that when employees perceive these tactics as harmful, they can lead to an affective state of cybersecurity betrayal, resulting in a damaged relationship with the cybersecurity unit. In collaboration with an organization’s cybersecurity unit, we evaluated our model using an experimental vignette survey, post hoc interviews, and a crosssectional survey with two samples (i.e., employees in the organization and employees from a panel). We found that when organizations conduct vulnerability assessments to enhance cybersecurity, they often induce an affective state of betrayal and increase employees’ active resistance to cybersecurity (i.e., abandonment, avoidance, and sabotage of cybersecurity policies, technologies, and units). The paper concludes with implications for research and practice that explain the unintended consequences of vulnerability assessment and betrayal.
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Den svenska #metoo-rörelsen samlade under sina första två år (2017–2019) mer än 100 000 deltagare från över 70 olika yrken och samhällsområden. I Maktordningar och motstånd belyser en grupp forskare rörelsen ur olika perspektiv och tecknar en flerdimensionell bild av hur #metoo-aktivismen i Sverige utvecklades i samspelet mellan teknik och kultur, sociala och traditionella medier, och enskilda aktörers initiativ. Genom nedslag i olika miljöer visar forskarna hur ett strukturellt förtryck i form av sexism, sexuella trakasserier och sexuellt våld uttrycks och förklaras. De visar även hur förtrycket normaliseras och förstärks i sammanhang som kännetecknas av gränslösa beteenden, maskulinitetsgörande och en utbredd tystnadskultur. Inte minst viktigt framkommer i studien att sexuella trakasserier handlar om maktutövning. Förtrycket blir särskilt tydligt i branscher där många arbetar under prekära omständigheter och där bristen på utvägar ökar risken för de som vågar säga ifrån. Forskningsresultaten visar också hur olika diskriminerande grunder, som till exempel kön, ålder och anställningsform samverkar. Boken ger en överblick över den svenska #metoo-rörelsens utveckling samt ger en större kunskap om särskilda riskfaktorer. Författarna pekar även ut strategier för att motverka förtryck och möjliggöra förändring. Antologin är del av forskningsprojektet #metoo-aktivism i Sverige: Utveckling, konsekvenser, strategier, som finansieras av Vetenskapsrådet (nr 2018-01824).
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I kapitlet analyseras berättelserna från #närmusikentystnat som arkiverats för att besvara frågan hur genus och feministisk politik föreställs i dem.
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Networked online environments can effectively support political activism. In Sweden, the #metoo movement resulted in over 100,000 people participating in activities challenging sexual harassment and abuse, including collecting testimonies via social media and drafting and discussing petitions published in print news media. Participation involved many risks, such as social stigma, losing one’s job, or misogynist terrorism, which meant that participation required a high level of trust among peers. Human-computer interaction (HCI) research on trust generally focuses on technical systems or user-generated data, less focus has been given to trust among peers in vulnerable communities. This study, based on semi-structured interviews and surveys of participants and organizers of 47 petitions representing different sectors in society, found that trust was aggregated over networks of people, practices, institutions, shared values, and technical systems. Although a supportive culture based on a feeling of solidarity and shared feminist values was central for safe spaces for participation, when activism was scaled up, social interaction had to be limited due to increased risk. HCI research views trust as a process of crossing distances, increasing over time; however, our results reveal that trust decreased over time as the movement grew and public exposure increased, a trend most evident when the participants actually came from a tightly knit community. Therefore, this study points out the significance to balance the need for transparency and community with the need for anonymity and distance in the development of tools to support large-scale deliberative processes that involve conflicts and risks.
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