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, España
https://doi.org/10.1016/j.rpto.2015.02.004
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.
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