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Siv E. Rosendahl Skard

The chapter presents the influential model of trust first introduced by Mayer, Davis, and Schoorman in 1995, in an article published in Academy of Management Review, that guides the conceptualization of key constructs regarding trust addressed throughout this book. The chapter distinguishes between three specific trusting beliefs that drive overall trust. These beliefs include the trustor’s perceptions of the trustee’s abilities, integrity, and benevolence. The author presents empirical findings from the literature regarding specific trusting beliefs as well as a discussion about the differences between trust and distrust. A key message is that the psychological mechanisms of trust are global and apply to all kinds of interactions involving humans. Hence, the chapter advocates that trust is key to all aspects and phases of any innovation process.

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Herbjørn Nysveen and Siv E. Rosendahl Skard

Self-service technologies have received a lot of attention in research. The purpose of the chapter is to look into the role of trust and risk in self-service technology research. The chapter starts with clarification of the three central constructs – self-service technologies, trust and risk. This is followed by a description of the procedure used in conducting a brief review of self-service technology literature discussing the role of trust and risk. Based on this procedure, the review identifies 42 articles of interest. The main body of the chapter discusses the characteristics of the literature revealed through the review and proposes suggestions for future research on the role of trust and risk in self-service technology research.

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Siv E. Rosendahl Skard and Herbjørn Nysveen

The chapter presents a conceptual model proposing a relationship between risk, trust, and benefits in self-service technology (SST). The authors make five propositions for future SST research. First, they argue that SST risk dimensions should be investigated as separate first-order factors that will have unique effects on SST acceptance. The next two propositions concern the moderating effect of customers’ perceptions of SST benefit on the relationship between SST risk and SST acceptance. The authors propose that higher levels of utilitarian benefit perceptions will increase the effect of risk on SST acceptance, whereas higher levels of hedonic benefit perceptions will reduce the effect of risk on SST acceptance. The fourth proposition suggests that the relationships between SST risk and SST acceptance will be moderated by corporate trustworthiness along three dimensions: ability, integrity, and benevolence. The final proposition argues that the nature of risk and trust is important when considering the interaction between the two constructs.