Publication Cover
The Design Journal
An International Journal for All Aspects of Design
Volume 27, 2024 - Issue 1
412
Views
0
CrossRef citations to date
0
Altmetric
PhD Article

Can we build trust by service design? A theoretical approach on multidisciplinary integration

References

  • Chen, Jessie Y. C., and Michael J. Barnes. 2014. “Human–Agent Teaming for Multirobot Control: A Review of Human Factors Issues.” IEEE Transactions on Human-Machine Systems 44 (1): 13–29. https://doi.org/10.1109/THMS.2013.2293535
  • Cheng, Xusen, Shixuan Fu, Jianshan Sun, Anil Bilgihan, and Fevzi Okumus. 2019. “An investigation on online reviews in sharing economy driven hospitality platforms: A viewpoint of trust.” Tourism Management 71: 366–377.
  • Choi, Jong Kyu, and Yong Gu Ji. 2015. “Investigating the Importance of Trust on Adopting an Autonomous Vehicle.” International Journal of Human-Computer Interaction 31 (10): 692–702. https://doi.org/10.1080/10447318.2015.1070549
  • de Wilde, Mandy, and Gert Spaargaren. 2019. “Designing Trust: How Strategic Intermediaries Choreograph Homeowners’ Low-Carbon Retrofit Experience.” Building Research & Information 47 (4): 362–374. https://doi.org/10.1080/09613218.2018.1443256
  • Denize, Sara, and Louise Young. 2007. “Concerning Trust and Information.” Industrial Marketing Management 36 (7): 968–982. https://doi.org/10.1016/j.indmarman.2007.06.004
  • Diekhöner, Philipp Kristian. 2017. The Trust Economy: Building Strong Networks and Realising Exponential Value in the Digital Age. Singapore: Marshall Cavendish Business.
  • Doney, Patricia M., and Joseph P. Cannon. 1997. “An Examination of the Nature of Trust in Buyer–Seller Relationships.” Journal of Marketing 61 (2): 35–51.
  • Ert, Eyal, Aliza Fleischer, and Nathan Magen. 2016. “Trust and Reputation in the Sharing Economy: The Role of Personal Photos in Airbnb.” Tourism Management 55: 62–73. https://doi.org/10.1016/j.tourman.2016.01.013
  • Fei, Hu, and Li Wanqiang. 2019. “Definition of “service design”.” Packaging Engineering 10: 37–51.
  • Gan, Jia, and Gui-jiang Duan. 2012. “Method of Cloud Manufacturing Service Trust Evaluation.” Computer Integrated Manufacturing System 18 (7): 1527–1535.
  • Ganesan, Shankar. 1994. “Determinants of Long-Term Orientation in Buyer-Seller Relationships.” Journal of Marketing 58 (2): 1–19. https://doi.org/10.1177/002224299405800201
  • Gefen, David, Elena Karahanna, and Detmar W. Straub. 2003. “Trust and TAM in Online Shopping: An Integrated Model.” MIS Quarterly 27 (1): 51–90. https://doi.org/10.2307/30036519
  • Giffin, Kim. 1967. “The Contribution of Studies of Source Credibility to a Theory of Interpersonal Trust in the Communication Process.” Psychological Bulletin 68 (2): 104–120. https://doi.org/10.1037/h0024833
  • Glikson, Ella, and Anita Williams Woolley. 2020. “Human Trust in Artificial Intelligence: Review of Empirical Research.” Academy of Management Annals 14 (2): 627–660. https://doi.org/10.5465/annals.2018.0057
  • Haihong, E. 2010. “Research on Several Key Technologies of Service Engineering and Service System in SSME.” Doctoral diss., Beijing University of Posts and Telecommunications.
  • Hoff, Kevin Anthony, and Masooda Bashir. 2015. “Trust in Automation: Integrating Empirical Evidence on Factors That Influence Trust.” Human Factors 57 (3): 407–434. https://doi.org/10.1177/0018720814547570
  • Kantsperger, Roland, and Werner H. Kunz. 2010. “Consumer Trust in Service Companies: A Multiple Mediating Analysis.” Managing Service Quality: An International Journal 20 (1): 4–25. https://doi.org/10.1108/09604521011011603
  • Liang, Lena Jingen, Hwansuk Chris Choi, and Marion Joppe. 2018. “Exploring the Relationship between Satisfaction, Trust and Switching Intention, Repurchase Intention in the Context of Airbnb.” International Journal of Hospitality Management 69: 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
  • Ling-Yee Li, Esther, Ben Shaw-Ching Liu, and Sherriff T. K. Luk. 2017. “Customer Participation Behavior in High-versus Low-Contact Services: The Multiple Roles of Customer Trust.” Journal of Global Marketing 30 (5): 322–341. https://doi.org/10.1080/08911762.2017.1343886
  • Mahendrawathi E. R., Carola Funke, Michael Rosemann, Franziska Goetz, and Tabitha Marie Wruck. 2022. “Trust-Aware Process Design: The Case of GoFood.” Business Process Management Journal 28 (2): 348–371. https://doi.org/10.1108/BPMJ-10-2021-0663
  • McAllister, Daniel J. 1995. “Affect-and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations.” Academy of Management Journal 38 (1): 24–59. https://doi.org/10.2307/256727
  • McKnight, D. Harrison, Vivek Choudhury, and Charles Kacmar. 2002. “The Impact of Initial Consumer Trust on Intentions to Transact with a Web Site: A Trust Building Model.” The Journal of Strategic Information Systems 11 (3-4): 297–323. https://doi.org/10.1016/S0963-8687(02)00020-3
  • Mittendorf, Christoph, and Uwe Ostermann. 2017. “Private vs. Business Customers in the Sharing Economy–The Implications of Trust, Perceived Risk, and Social Motives on Airbnb.” In Proceedings of the 50th Hawaii International Conference on System Sciences, Hilton Waikoloa Village, Hawaii.
  • Moorman, Christine, Gerald Zaltman, and Rohit Deshpande. 1992. “Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations.” Journal of Marketing Research 29 (3): 314–328. https://doi.org/10.1177/002224379202900303
  • Morgan, Robert M., and Shelby D. Hunt. 1994. “The Commitment-Trust Theory of Relationship Marketing.” Journal of Marketing 58 (3): 20–38. https://doi.org/10.1177/002224299405800302
  • Rosenbaum, Mark S., and Carolyn Massiah. 2011. “An Expanded Servicescape Perspective.” Journal of Service Management 22 (4): 471–490. https://doi.org/10.1108/09564231111155088
  • Schultz, Carsten D. 2006. “A Trust Framework Model for Situational Contexts.” Paper presented at the Proceedings of the 2006 International Conference on Privacy, Security and Trust: Bridge the Gap Between PST Technologies and Business Services, Markham, Ontario.
  • Shankar, Venkatesh, Glen L. Urban, and Fareena Sultan. 2002. “Online Trust: A Stakeholder Perspective, Concepts, Implications, and Future Directions.” The Journal of Strategic Information Systems 11 (3-4): 325–344. https://doi.org/10.1016/S0963-8687(02)00022-7
  • Tao, Fei, Ye Fa Hu, and Zu De Zhou. 2009. “Application and Modeling of Resource Service trust-QoS Evaluation in Manufacturing Grid System.” International Journal of Production Research 47 (6): 1521–1550. https://doi.org/10.1080/00207540701551927
  • Thielmann, Isabel, and Benjamin E. Hilbig. 2015. “Trust: An Integrative Review from a Person–Situation Perspective.” Review of General Psychology 19 (3): 249–277. https://doi.org/10.1037/gpr0000046
  • Turley, Lou W., and Ronald E. Milliman. 2000. “Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence.” Journal of Business Research 49 (2): 193–211. https://doi.org/10.1016/S0148-2963(99)00010-7
  • Uche, Dickson Ben, Oby Blessing Osuagwu, Samuel Ngozichikanma Nwosu, and Udoka Stephen Otika. 2020. “Integrating Trust into Technology Acceptance Model (TAM), the Conceptual Framework for E-Payment Platform Acceptance.” Marketing 4 (4): 34–56.
  • Xu, Wei. 2019. “User-centered design (IV): Human-centered Artificial Intelligence.” Applied Psychology 25 (4): 291–305.
  • Yang, Sung-Byung, Kyungmin Lee, Hanna Lee, and Chulmo Koo. 2018. “In Airbnb we trust: Understanding consumers' trust-attachment building mechanisms in the sharing economy.” International Journal of Hospitality Management 83: 198–209.
  • Zucker, Lynne G. 1986. “Production of Trust: Institutional Sources of Economic Structure, 1840–1920.” Research in Organizational Behavior 8: 53–111.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.