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Actions that Build Interpersonal Trust: A Relational Signalling Perspective

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  • Frederique Six
  • Bart Nooteboom
  • Adriaan Hoogendoorn

Abstract

A priority in trust research is to deepen our understanding of trust processes: how does trust develop and break down? This requires further understanding of what actions have what effects on trust in interpersonal interactions. The literature offers a range of actions that have effects on trust, but gives little explanation of why they do so, and how the actions “hang together” in their effects on trust. The question is what different classes of trust building actions there may be. Using a “relational signalling” perspective, we propose hypotheses for classes of action that trigger the attribution of mental frames (by the trustor to the trustee), and trigger the adoption of those frames by the trustor. A survey-based empirical test of trust building actions among 449 managers in 14 European countries confirms the hypotheses.

Suggested Citation

  • Frederique Six & Bart Nooteboom & Adriaan Hoogendoorn, 2010. "Actions that Build Interpersonal Trust: A Relational Signalling Perspective," Review of Social Economy, Taylor & Francis Journals, vol. 68(3), pages 285-315.
    • Handle: RePEc:taf:rsocec:v:68:y:2010:i:3:p:285-315
    DOI: 10.1080/00346760902756487
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    References listed on IDEAS

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    1. Frédérique Six, 2005. "The Trouble with Trust," Books, Edward Elgar Publishing, number 3778.
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    Cited by:

    1. Aaron C. Elkins & Douglas C. Derrick, 2013. "The Sound of Trust: Voice as a Measurement of Trust During Interactions with Embodied Conversational Agents," Group Decision and Negotiation, Springer, vol. 22(5), pages 897-913, September.
    2. Shao, Bingjia & Cheng, Zhendong & Wan, Lijuan & Yue, Jie, 2021. "The impact of cross border E-tailer's return policy on consumer's purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Julien Etienne, 2013. "Ambiguity and relational signals in regulator–regulatee relationships," Regulation & Governance, John Wiley & Sons, vol. 7(1), pages 30-47, March.
    4. Oghazi, Pejvak & Karlsson, Stefan & Hellström, Daniel & Hjort, Klas, 2018. "Online purchase return policy leniency and purchase decision: Mediating role of consumer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 190-200.
    5. Ruixia Song & Shuzhuo Li & Marcus W. Feldman, 2021. "Public Participation and Governance Performance in Gender-Imbalanced Central Rural China: The Roles of Trust and Risk Perception," Social Sciences, MDPI, vol. 10(7), pages 1-20, June.
    6. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    7. Könsgen, Raoul & Schaarschmidt, Mario & Ivens, Stefan & Munzel, Andreas, 2018. "Finding Meaning in Contradiction on Employee Review Sites — Effects of Discrepant Online Reviews on Job Application Intentions," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 165-177.
    8. Urvashi Tandon & Amit Mittal & Sridhar Manohar, 2021. "Examining the impact of intangible product features and e-commerce institutional mechanics on consumer trust and repurchase intention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 945-964, December.
    9. Quick, Reiner & Gauch, Kevin, 2021. "Is assurance on risk management systems relevant for bankers’ decisions?," Advances in accounting, Elsevier, vol. 55(C).
    10. Akrout, Houcine & Mrad, Mona, 2023. "Measuring brand hate in a cross-cultural context: Emic and Etic scale development and validation," Journal of Business Research, Elsevier, vol. 154(C).
    11. Siegwart Lindenberg, 2013. "Cognition and governance: why inventices have to take a back seat," Chapters, in: Anna Grandori (ed.), Handbook of Economic Organization, chapter 3, Edward Elgar Publishing.
    12. Tiéfigué Pierrette Coulibaly & Jianguo Du & Daniel Diakité & Olivier Joseph Abban & Elvis Kouakou, 2021. "A Proposed Conceptual Framework on the Adoption of Sustainable Agricultural Practices: The Role of Network Contact Frequency and Institutional Trust," Sustainability, MDPI, vol. 13(4), pages 1-12, February.
    13. Griffith, Aisha N. & Johnson, Haley E., 2019. "Building trust: Reflections of adults working with high-school-age youth in project-based programs," Children and Youth Services Review, Elsevier, vol. 96(C), pages 439-450.

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