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

Denise Jarrett; Arnela Ceric

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

Research output: Book chapter/Published conference paper › Conference paper › peer-review

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Abstract

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 language	English
Title of host publication	BAM2012
Subtitle of host publication	Management Research Revisited: Prospects for Theory and Practice
Place of Publication	United Kingdom
Publisher	BAM
Pages	1-23
Number of pages	23
Publication status	Published - 2012
Event	British Academy of Management Conference - Cardiff Business School, United Kingdom Duration: 11 Sept 2012 → 13 Sept 2012

Conference

Conference	British Academy of Management Conference
Country/Territory	United Kingdom
Period	11/09/12 → 13/09/12

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Conference paper BAM 2012Accepted author manuscript, 1.05 MB

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abstract = "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.",

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AB - 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.

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

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