What Builds System Troubleshooter Trust the Best: Experiential or Non-Experiential Factors?

Authors:
D. Harrison McKnight;Norman L. Chervany
Affiliations:
Michigan State University, USA;University of Minnesota, USA
Venue:
Information Resources Management Journal
Year:
2005

Citing 12
Cited 3

Building trust in user-analyst relationships

Building trust in user-analyst relationships
The contribution of shared knowledge to IS group performance

MIS Quarterly
Trust Transfer on the World Wide Web

Organization Science
Developing and Validating Trust Measures for e-Commerce: An Integrative Typology

Information Systems Research
Building Effective Online Marketplaces with Institution-Based Trust

Information Systems Research
Is anybody out there?: antecedents of trust in global virtual teams

Journal of Management Information Systems - Special section: Managing virtual workplaces and teleworking with information technology
The Role of System Trust in Business-to-Consumer Transactions

Journal of Management Information Systems
A Trust Model for Consumer Internet Shopping

International Journal of Electronic Commerce
Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model

International Journal of Electronic Commerce
Individual Trust in Online Firms: Scale Development and Initial Test

Journal of Management Information Systems
Perceived usefulness, perceived ease of use, and user acceptance of information technology

MIS Quarterly
Trust and TAM in online shopping: an integrated model

MIS Quarterly

An investigation of the role of trust in virtual project management success

International Journal of Networking and Virtual Organisations
A multitheoretical approach for solving trust problems in B2C e-commerce

International Journal of Networking and Virtual Organisations
Attributions of Trust in Decision Support Technologies: A Study of Recommendation Agents for E-Commerce

Journal of Management Information Systems

Quantified Score

Hi-index	0.00

Visualization

Abstract

System troubleshooters keep important organizational systems operating. This study examines factors influencing system troubleshooter trust in their supervisors, contrasting experiential and non-experiential factors. Traditional research suggests that trust forms through interactional experience. Recent research indicates that initial interpersonal trust develops through non-experiential factors that are dispositional individual differences-related or institutional structural/situational. We found that both institutional and dispositional factors affected troubleshooter trust in the supervisor even after parties gained experience with each other. Quality of experience with the supervisor affected interpersonal trust, while quantity of experience did not. Surprisingly, institutional trust predicted trusting beliefs as strongly as did quality of experience. The study shows that both experiential and non-experiential factors are important to troubleshooter trust when parties know each other well.