Norman L. Chervany

What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology

Trust is a vital relationship concept that needs clarification because researchers across disciplines have defined it in so many different ways. A typology of trust types would make it easier to compare and communicate results, and would be especially valuable if the types of trust related to one other. The typology should be interdisciplinary because many disciplines research e-commerce. This paper justifies a parsimonious interdisciplinary typology and relates trust constructs to e-commerce consumer actions, defining both conceptual-level and operational-level trust constructs. Conceptual-level constructs consist of disposition to trust (primarily from psychology), institution-based trust (from sociology), and trusting beliefs and trusting intentions (primarily from social psychology). Each construct is decomposed into measurable subconstructs, and the typology shows how trust constructs relate to already existing Internet relationship constructs. The effects of Web vendor interventions on consumer behaviors are posited to be partially mediated by consumer trusting beliefs and trusting intentions in the e-vendor.

Conceptualizing trust: a typology and e-commerce customer relationships model

A typology of trust concepts would enable researchers to compare results and communicate results more clearly. The typology would be especially valuable if the types of trust are shown to relate to each other. This paper justifies such an interdisciplinary typology and relates the trust constructs to e-commerce actions. It defines both conceptual level and operational level trust constructs. The conceptual level constructs consist of disposition to trust (from psychology), institution-based trust (from sociology), and trusting beliefs and trusting intentions (from social psychology). Each construct is further decomposed into two to four measurable subconstructs. Web vendor interventions designed to encourage customers to purchase goods/services or to share personal information with the vendor are posited to affect these behaviors by influencing customer trusting beliefs and trusting intentions in the vendor.

Trust and Distrust Definitions: One Bite at a Time

Researchers have remarked and recoiled at the literature confusion regarding the meanings of trust and distrust. The problem involves both the proliferation of narrow intra-disciplinary research definitions of trust and the multiple meanings the word trust possesses in everyday use. To enable trust researchers to more easily compare empirical results, we define a cohesive set of conceptual and measurable constructs that captures the essence of trust and distrust definitions across several disciplines. This chapter defines disposition to trust (and -distrust) constructs from psychology and economics, institution-based trust (and -distrust) constructs from sociology, and trusting/distrusting beliefs, trusting/distrusting intentions, and trust/distrust-related behavior constructs from social psychology and other disciplines. Distrust concepts are defined as separate and opposite from trust concepts. We conclude by discussing the importance of viewing trust and distrust as separate, simultaneously operating concepts.

Case Tool Use and Job Design: A Restrictiveness/Flexibility Explanation

The primary purpose of this study is to investigate the factors contributing to the success and failure of IS outsourcing relationships between client firms and vendors. The proposed research model is based on the relational exchange theory, communication behavior, and transaction cost theory. A survey study of 207 IS outsourcing relationships of U.S. firms indicates that (1) vendor capability, solidarity, continuity expectation, flexibility, and monitoring of the vendor are positively related to the success of IS outsourcing relationships, and that (2) role integrity and asset specificity are negatively related to the success of IS outsourcing relationships. The findings suggest that a strong formation of relational exchange attributes, as opposed to discrete exchange, is essential to successful implementation of IS outsourcing.

On the Estimation and Stability of Beta

Beta coefficients were initially defined by Sharpe [11] as the slope term in the simple linear regression function where the rate of return on a market index was the independent variable and a securitys rate of return was the dependent variable. As indicated by Brenner and Smidt [4], accurate estimation of beta coefficients is important for at least two reasons. First, they are important for understanding risk-return relationships in capital market theory. Second, they are important for use in making investment decisions. Some confusion has appeared, however, in recent research regarding both the optimal estimation interval and the intertemporal stability of beta coefficients. The purpose of this paper is to examine this confusion and present new evidence on the estimation and stability of beta.

An experimental investigation of factors influencing predicted success in DSS implementation

This paper describes the results of an experiment that examined the effects of four factors hypothesized to influence the predicted success at various stages of the implementation of a proposed Decision Support System (DSS). The setting for the experiment was the development of an interactive financial budget planning and expense tracking system. The experiment was framed using two basic models: the three-stage change process comprising unfreezing, moving, and refreezing; and second, a model for the management of technological change. The four factors studied were: (a) the time allowed for completion of the systems development and implementation effort; (b) the presence or absence of a champion; (c) the ease with which the managerial change required by the proposed system could be reversed; and (d) the level of success in the preceding stage or stages of the change process. The subjects were mid-level managers and staff attending evening MBA classes at the University of Minnesota.

What matters when introducing new information technology

Focusing on the right issues at the right time increases the likelihood of success.

The use of CASE tools

1. rnSTRA@T Computer-Aided Software Engineering (CASE) technologies are tools that provide automated assistance for software development [3]. The goal of introducing CASE tools is the reduction of the time and cost of software development and the enhancement of the quality of the systems developed [3], [2Q This paper explores the use of CASE tools. We ask several questions. Are CASE tools being used? If yes, what features within the tool are being used? Next, we explore PWQ potential reasons for the expected low use. Do CASE tools change the job of the Systems developer in an Unattractive way? And are the people who are expected to use CASE took motivated to use them? 233 systems developers were surveyed to answer these questions. We found that CASE tooh are being used but IPQt in many CQmptiC!S. Within the companies that have adopted CASE ~QQ, few people are acfuahy us-mg tbe took. The systems developers who use CASE tOQk are using formal m&bQdQ~Qgk InQre Often than SyStemS developers who do not use CASE took Systems developers allocate their time differently depending on whether they are Norman L. Chervany University of Minnesota Information and Decision Sciences, 271 19 th Avenue South Minneapolis, MN 55455 (612) 624-l 520

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

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.

CASE tools: understanding the reasons for non-use

Computer-Aided Software Engineering (CASE) technologies are tools that provide automated assistance for software development [3]. The goal of introducing CASE tools is the reduction of the time and cost of software development and the enhancement of the quality of the systems developed [3], [20]. This paper explores the use of CASE tools. We ask several questions. Are CASE tools being used? If yes, what features within the tool are being used? Next, we explore two potential reasons for the expected low use. Do CASE tools change the job of the systems developer in an unattractive way? And are the people who are expected to use CASE tools motivated to use them?233 systems developers were surveyed to answer these questions. We found that CASE tools are being used but not in many companies. Within the companies that have adopted CASE tools, few people are actually using the tools. The systems developers who use CASE tools are using formal methodologies more often than systems developers who do not use CASE tools. Systems developers allocate their time differently depending on whether they are using a CASE tool or not. Those who use the tools are using few of the functions within the tools. Finally we found that people were basically neutral on whether they enjoyed using the tool and whether the tool was useful.