Trust is complicated: looking through a Service Dominant Logic, Complexity Theory Lens

Denise Jarrett, Arnela Ceric

Research output: Book chapter/Published conference paperConference paperpeer-review

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Trust has generally been presented in the literature as a phenomenon derived through cognitive and affective processes, and developing within specific, defined stages of a collaborative relationship. This process perspective has been enhanced through viewing relationships as interactions and exhibiting downwards competence trust spirals and trust-building loops. Service Dominant Logic positions value creation as central to ongoing interactivity between customers (individual buyers or client organisations) and providers. Framing trust within this interactivity, we offer a complexity explanation of trust as a self-organising, adaptive phenomenon, self-organising as a consequence of each interaction, and adapting in response to trust experiences and knowledge external to the relationship.
Original languageEnglish
Title of host publicationBAM2012
Subtitle of host publicationManagement Research Revisited: Prospects for Theory and Practice
Place of PublicationUnited Kingdom
Number of pages23
Publication statusPublished - 2012
EventBritish Academy of Management Conference - Cardiff Business School, United Kingdom
Duration: 11 Sept 201213 Sept 2012


ConferenceBritish Academy of Management Conference
Country/TerritoryUnited Kingdom


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