Edited by Marika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad
Chapter 2: Trust and service innovation
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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