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Vol. 31. Num. 1. 2015. Pages 31-39

Actionable trust in service organizations: A multi-dimensional perspective

[La confianza como acción en las empresas de servicios: perspectivamultidimensional]

Hila Chalutz Ben-Gal1 , Shay Tzafrir2 , Simon Dolan3 1Afeka Tel Aviv Academic College of Engineering, Industrial Engineering and Management Dep., Israel ,2Univ. Haifa, Israel ,3ESADE Business School, Espa√Īa

Abstract

Objetivo. Este trabajo explora los antecedentes actitudinales y comportamentales de la confianza y sus consecuenciasen el sector de servicios a diversos niveles de análisis. Método. Se obtuvieron datos de proveedoresde servicios académicos y administrativos (n = 76) y clientes (n = 868) mediante cuestionarios de papely lápiz y online. Resultados. Factores individuales, diádicos y organizativos afectan a la confianza comocomportamiento en todo suministro de servicios. El ajuste de valores entre los proveedores de servicios yclientes contribuye a la confianza como acción comportamental. Implicaciones. Nuestros resultados confirmanque el éxito en el suministro de servicios es un fenómeno multidimensional. Confirma que la confianzacomo acción es un factor dominante en el éxito en los servicios, lo que plantea la necesidad de prestaratención al aspecto relacional de los encuentros de servicio. Por último, el ajuste de valores entre clientesy proveedores de servicios es fundamental para lograr la confianza en toda interacción en la prestación deservicios. Originalidad. El estudio aporta una herramienta de gestión para medir la confianza centrada en laacción en el contexto de las empresas de servicios. 

Resumen

Purpose. The paper explores attitudinal and behavioral antecedents of trust and respective outcomeswithin the service industry at multiple levels of analysis. Method. Data were obtained from academicand administrative service providers (n = 76) and clients (n = 868) using paper-and-pencil and on-linequestionnaires. Findings. Individual, dyadic and organizational factors throughout service delivery affecttrust as a behavior. Value fit between service providers and clients contributed to trust as a behavioralaction. Implications. Our findings confirm that success of service delivery is a multi-dimensionalphenomenon. It confirms that actionable trust is a dominant factor in service success, thus calls for theneed to pay attention to the relational aspect of service encounters. Finally, value fit between clients andservice providers is crucial in achieving trust throughout the service interaction. Originality. The studyprovides a management tool for measuring action based trust within service organizational context. 

Ajzen and Madden, 1986, Alter and Hage, 1993, Armenakis and Harris, 2009, Ashforth and Mael, 1989, Asing-Cashman et al., 2014, Auster and Freeman, 2013, Baruch and Holtom, 2008, Berry, 2002, Bettencourt et al., 2001, Bijslma-Frankema, 2008, Blau, 1964, Bromiley and Cummings, 1996, Brower et al., 2009, Brown and Lam, 2008, Butler, 1991, Cable and Edwards, 2004, Cameron and Quinn, 1999, Chalutz Ben-Gal and Tzafrir, 2011, Chandon et al., 1997, Chen and Chen, 2011, Chuang and Liao, 2010, Colquitt et al., 2001, Colquitt et al., 2013, Coulter and Ligas, 2004, Curral and Judge, 1995, Czarniawska and Mazza, 2003, Devos et al., 2002, Dietz and Den Hartog, 2006, Dolan and Garcia, 2002, Donovan et al., 2000, Edwards and Cable, 2009, Eisenberger et al., 1986, Fichman and Levinthal, 1991, Fricker et al., 2005, Gouldner, 1960, Gutek et al., 1999, Halbesleben and Wheeler, 2012, Harris and Goode, 2004, Harter et al., 2002, Hempel et al., 2009, Herscovitch and Meyer, 2002, Hitt et al., 2001, Hollenbeck et al., 2001, Humphrey, 1974, Jarillo, 1988, Johns, 2006, Johnson and Grayson, 2005, Kandampully, 2002, Kantsperger and Kutz, 2010, Keeley, 1984, Konovsky and Pugh, 1994, Korsgaard et al., 2015, Laroche et al., 2004, Lawler, 1993, Lepak and Snell, 1999, Liao et al., 2009, Liao et al., 2011, Lytle et al., 1998, Mach et al., 2010, Malvey et al., 2002, Mayer et al., 1995, downsizing, 2015, McAllister, 1995, Menguc, 2000, Mishra, 1996, Mishra and Mishra, 1994, Nadler and Tushman, 1980, Noor, 2008, O’Reilley et al., 1991, Park et al., 2012, Reynolds and Beatty, 1999, Roberts-Lombard and Du Plessis, 2012, Russo and Perrini, 2010, Rust and Huang, 2012, Savage and Bunn, 2010, Schwartz and Rubel, 2005, Simsarian Webber et al., 2012, Six, 2007, Tajfel and Turner, 1985, Tepper et al., 2008, Tzafrir et al., 2012, Tzafrir and Dolan, 2004, Van Buren and Greenwood, 2011, Van Quaquebeke et al., 2014, Verbeke and Tung, 2012, Webber and Payne, 2012, Williamson, 1993, Wu et al., 2012, Zaheer et al., 1998 and Zand, 1972.

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