Understanding the Development of Trust: Comparing Trust in the IT Artifact and Trust in the Provider
Type
conference paper
Date Issued
2016
Author(s)
Research Team
IWI6
Abstract
The importance of trust has been shown in numerous studies in the IS discipline, including but not limited to IT adoption and diffusion. Although researchers agree that trust is not only relevant for one-time interactions, but that trust develops gradually during an interaction and needs to be maintained over time, most studies rely on research designs that only capture a cross-sectional snapshot of trust development. We aim to address this gap in the trust literature by conducting a five-wave longitudinal field study to investigate how trust in a new IT artifact – a new student information system – and trust in the provider of the system emerges. The results of our latent growth modeling analysis indicate that trust in a new IT artifact develops as follows. First, the users confirm whether their level of initial trust was correct and adapt their level of trust accordingly. Next, the users start to build trust, resembled by a linear growth in trust. Finally, trust stops to increase and remains stable. Furthermore, this development does not vary comparing new and experienced users. For trust in the provider, the results differ between new versus experienced users. New users also confirm whether their level of initial trust was correct and adapt their level of trust in the provider accordingly. Next, new users start building trust, but the trust-building process is characterized by a quadratic growth. In contrast, for experienced users, we observed a constant linear growth throughout the study. Based on our results, a sixth stage called confirmation of initial trust should be added into the trust lifecycle in between the stages of initial trust building and trust building.
Language
English
Keywords
Confirmation of Initial Trust
Field
Five-wave Longitudinal
Latent Growth Modeling
Study
Trust
Trust Lifecycle Trust in IT Artifacts
Trust in the Provider
HSG Classification
contribution to scientific community
Book title
ACAD MANAGE PROC January 2016 2016 (Meeting Abstract Supplement) 17518
Publisher
Academy of Management
Event Title
76th Academy of Management Annual Meeting (AOM) 2016 "Making Organizations Meaningful"
Event Location
Anaheim, CA, USA
Event Date
05.-09.08.2016
Subject(s)
Division(s)
Eprints ID
248198
File(s)![Thumbnail Image]()
Name
JML_574.pdf
Size
122.92 KB
Format
Adobe PDF
Checksum (MD5)
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