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.

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Tzafrir , Shay; Ben-Gal , Hila Chalutz; Dolan, Simon

Actionable trust in service organizations: A multi-dimensional perspective

04/2015
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.
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Actionable trust in service organizations: A multi-dimensional perspective
Tzafrir , Shay; Ben-Gal , Hila Chalutz; Dolan, Simon
Revista de Psicologa del Trabajo y de las Organizaciones = Journal of Work and Organizational Psychology
Vol. 31, n 1, 04/2015, p. 31 - 39

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