The research was multi-method as it combined qualitative semi-structured interviews with quantitative surveys. The thesis concludes by discussing cultural implications for the formation of trust among business people in the UK and China, and future research directions.

In the age of rapidly changing and competitive environments, companies are forced to build strong and long-lasting relationships with their customers. Over the last decades, marketing theory and practice developed a plethora of attempts to describe relevant factors, underlying correlations and complex constructs, explaining the relationship between buyer and seller. For several disciplines, which are part of, describe or influence the relationship between buyer and seller such as a) marketing, b) customer purchase behaviour and c) sales management and personal selling, it appears that trust has a strong impact and therefore is an important variable for building long-lasting relationships. Although there is an extensive source of literature available on appropriate response to trust and its influence on buyer seller relationships, few of these writings contain guidance specifically related to financial services. The objectives of this study are I) to determine general differences regarding the impact of trust in a finance and insurance advice setting, ii) to determine difference of the general importance of trust towards three dimensions, iii) to analyse through which antecedents client-trust is build towards these three dimensions and iv) to identify the role of trust in future interactions between a financial service company and its clients. To achieve these objectives, quantitative research was undertaken in Germany by conducting a mail survey to 1.394 existing clients of an independent financial advisory institution. The phases of research cover a broad literature review combined with informal background research to identify variables that build trustlinvoke the trust building process to examine differences and/or additional variables to the descriptions in the literature. Prospective clients seem to generally support variables provided by the literature findings. The main research phase involves a mail survey to 1.394 existing clients with 321 responses. It is aimed at identifying relevant answers to the issues i)-iv) as described above. The results of the mail survey suggest differences between different client segments according to e. g. their educational background as well as their stage on the life cycle of financial services. Additionally, to validate the empirical findings, interviews were performed with 20 independent financial advisors which are aimed at identifying relevant answers to the above mentioned issues ii)-iv) from an advisor's point of view. The results suggest differences within the group of advisors according to e. g. demographic criteria. The results indicate that trust seems to be an important factor for the relationship between client, advisor and financial service provider.N evertheless,d ifferencesc oncerningt he influenceo f trust on the interpersonal relationship between the client and the financial advisor as well as its influence on the organisational relationship between client and financial service organisation can be observed and have to be addressed in the future. Moreover, also the differences related to the relevance of trust for the internal relationship between the financial service advisor and its organisation needs further attention. A framework of three dimensions of relationship marketing activities is introduced which may assist financial service companies to Implement a trust based relationship marketing approach. This should cover 1) an internal relationship marketing dimension, ii) an external relationship marketing dimension and iii) an interactive relationship marketing dimension. As a result, the company should become more trustworthya nd further more be enabledt o build strongerr elationshipsw ith their clients.

Mandated collaboration networks are an overly studied topic in the field of public administration and management, with the emphasis on these studies however focused on the failures to accomplish its collaborative aims. The role that mandated collaboration networks play today in enabling societies and governments alike,  to realize insurmountable challenges through their  collaborative efforts is however not being paid as much attention as it should be, yet through it, huge socio and economic benefits are derived.  This study recognizes the part mandated collaboration network plays by seeking to further investigate the role, power and trust play in influencing managers towards attaining efficiency. Data was collected from 7 managers from the public sector, with some public managers, tasked with the responsibility of playing oversight role and disbursing funds and other public managers tasked with implementing the services, all working towards achieving a regional goal within Västerbotten region. By conducting semi-structured interviews with them, the aim was to find out the daily encounters they faced in implementing their activities and achieving their goals. In order to analyze this study adequately, theories were derived from governance, principal agency, structuration theory, Long & Sitkin integrated trust and control framework  that enabled me to come up with a conceptual framework. The findings of this framework were particularly insightful in regards to how managers in mandated collaboration network can use trust in ensuring that they achieve their desired efficiency goals. The findings show both power and trust in mandated collaboration network play a coordinative and regulative role in ensuring that the goals are realized. Calculative trust alongside formal controls can be used to address challenges that managers encounter in realizing their goals. Relational trust can also be nurtured, however at an interpersonal level or with peers that perform the same activities but not at an institutional level such as the mandated collaboration network. Attaining efficiency in the mandated collaboration network is however also further compounded by contextual matters both internal and external that hamper its attainment.

This is a research on managerial behaviour and organizational culture. The research focuses on managerial behaviour dimensions of assertiveness and responsiveness, and organizational culture dimension of trust. The elements of assertiveness and responsiveness used in this research are based on the research by Darling and Fischer (1998), and the elements of trust are based on the research by Bijlsma and van de Bunt (2003). Survey questionnaires, sent to respondents through email as well as through the post, are used to determine the existing managerial behaviours and the level of trust in respondents' organisations. Respondents are employees of organisations that are members of the Federation of Malaysian Manufacturers (FMM). Correlations analysis of the responses shows that managerial behaviour of assertiveness is significantly correlated with organisational culture of trust in the organisation, while responsiveness is not significantly correlated. Further analysis shows that the following elements are significantly correlated with trust: thorough, systematic, pragmatic, determined, enthusiastic, outgoing, and persuasive. The results are in line with other studies that indicate that for employees to have trust in the organisation, managers must exhibit both control and supportive behaviours. The implications of the results of the results of the research are discussed in this report. If there is a high level of trust in the organisation, team work will be strong and initiatives can be implemented effectively. If management detects a high level of distrust in the organisation, it should study the managerial behaviours and take actions to institute changes. These actions are outlined in this report. The discussion on the implications of the results and the recommended actions provide practical applications of the results, which renders this research invaluable for managers seriously looking at instilling trust in their organisations. Other issues pertaining to questionnaire survey research are also discussed. These include problems associated with conducting survey through email. These discussions are useful for researchers wishing to conduct survey through email. There is also a discussion on egocentric bias response in questionnaire or interview survey. This refers to the tendency of respondents to put in self-interest when responding to questionnaire on interview survey. The paper ends with recommendations for further research on the subject. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005.

The main aim of this research is to investigate how elements of the dynamic and temporary team environment of construction project teams influence trust, commitment, satisfaction and learning in the teams. While much can be learnt from the current literature about teams, the theories have mainly derived and focused on teams from permanent environments such as manufacturing, hospitality, health care, education and technology sectors. The uniqueness of construction project teams (for example, temporariness and multi-organisations involvement) creates a team working environment different from common permanent work teams. As such, numerous questions arise when we consider how construction project teams function and how the members are influenced by the temporary and dynamic team environment. For example, how do the project team members establish trust and commitment in the project team environment? How does the interdependency on each other to accomplish their assigned tasks influence individual members?? attitudes and learning in the project teams? The research adopted a cross-sectional mixed method research design employing both quantitative and qualitative methods of data collection in Singapore construction industry. The quantitative method involved survey questionnaires collected from 136 construction practitioners from 47 project teams. The qualitative method involved in-depth interviews with 28 construction practitioners. Quantitative statistical analysis was performed on the survey data using Statistical Package for Social Scientists (SPSS) and qualitative thematic analysis was performed on the interview data using computer-assisted qualitative data analysis software - NVivo. Amongst other things the research findings indicated that individual team members?? perceived task interdependence and reward interdependence are positively related to their trust and commitment in the team. Additionally, their satisfaction in the team played a mediating role between the relationships. With respect to team learning, the research found that team goals, task interdependence and reward interdependence influence team learning, and team learning contributes to the performance of project teams. On a broad view, the circumstances in which how team members?? trust, commitment, satisfaction and team learning are influenced appear to be similar with other work teams. However, in-depth interviews with construction professionals revealed many complex and subtle factors relating specifically to construction project teams, such as, multi-projects and multi-organisations involvement, and degree of familiarity between the members before the team is set up. These factors are central to the team members. In conclusion, this study has brought insights into how temporary construction project team environment influence members?? team attitudes and team learning experience.

Conferencing is a Restorative Justice practice operating in juvenile justice systems in Australia. Some conferences are convened by police, despite research demonstrating that ethnic minority youth often view police as biased or untrustworthy. Justice research in evaluative legal procedures indicates that perceived third party bias and outcomes delivered by a third party affect fairness judgments. Many disputants regard conferences as more fair than court. However, psychological mechanisms underlying fairness judgments in conferences, where offenders participate in outcome decisions, have not been directly investigated. This research program examined the effects of outcome and perceived convenor bias on procedural and distributive justice ratings in conferencing. Past research indicates that people high and low on Hofstede??s power-distance dimension differ in their emphases on outcome and third party bias when forming fairness judgments. This thesis investigated whether power-distance moderated the interactive effect of trust and outcome on fairness judgments in conferences. Study 1 established power-distance variation in a university sample, and similarity with a community sample on perceived police bias. Study 2 confirmed that high power-distance people who consider police biased against them may nonetheless choose to participate in police-convened conferences. Studies 3 and 4 extended previous research examining interactive effects of trust and outcome on justice judgments in evaluative procedures, investigating whether power-distance moderated this effect. No significant effects of power-distance and trust emerged, but the findings demonstrated the importance of outcome fairness (correspondence between outcomes and beliefs) in determining procedural justice. Studies 5, 6 and 7 extended this investigation to conferencing procedures. Studies 6 and 7 employed a computer-simulation, allowing participants to interact with a conference transcript and select outcomes, thereby investigating the effects of trust and power-distance on outcome choice, as well as the effects of trust, power-distance, and outcome on justice evaluations. Studies 5 and 6 were unsuccessful in manipulating bias by varying convenor identity (police versus civilian). Study 7 successfully manipulated bias according to convenor behaviour and revealed that third party bias in conferencing affected outcome choices but not fairness judgments. Results are discussed in terms of implications for culturally-relevant police practices, procedural justice theory and conferencing policy.

Research Doctorate - Doctor of Philosophy (PhD) / Mobile agents are programs that travel autonomously through a computer network in order to perform some computation or gather information on behalf of a human user or an application. In the last several years numerous applications of mobile agents have emerged, including e-commerce. However, mobile agent paradigm introduces a number of security threats both to the agents themselves and to the servers that they visit. This thesis gives an overview of the main security issues related to the mobile agent paradigm. The first part of the thesis focuses on security of mobile agent itself. In this part, we propose a new coupling technique based on trust as a social control to work together with existing traditional security mechanisms. It relies on the “reputation” of the hosts in the itinerary and ensures that the agent succeeds in accomplishing its task with a high probability. Due to the fact that the coupling technique requires an agent’s itinerary to be known in advance, we introduce two new concepts: a “Scout mobile agent”, whose primary purpose is to determine the itinerary required for accomplishing a given task, and a “Routed mobile agent”, which operates with an itinerary known in advance. This enables the Routed agent to incorporate various security mechanisms, including our new coupling technique. Our Routed agent technique is also applicable independently of the Scout agent, whenever the itinerary and the trust values of the platforms in the itinerary are known. We also proposed a Petrol Station as an entity that would provide a service to other entities, in the form of certifying mobile agents and equipping them with safe itinerary based on trust score and applying the Routed agent. In the second part of the thesis, we shed some light on the security of mobile agent platforms as it is considered more critical than the security of agents. In particular, we consider a scenario where a platform hosts a database containing confidential individual information and allows mobile agentstoquery the data base. This mobile agent maybe behave maliciously which is similar to an intruder in the Statistical Disclosure Control(SDC), where measuring disclosure risk is still considered as a difficult and only partly solved problem[111]. We introduce a scenario that is not adequately covered by any of the previous discloser risk measures. Shannon’s entropy can be considered a satisfactory measure for the disclosure risk that is related to the exact compromise. However, in the case of approximate compromise, we argue that Shannon’s entropy does not express precisely the intruder’s knowledge about a particular confidential value. We introduce a novel disclosure risk measure that is based on Shannon’s entropy but covers both exact and approximate compromise. The main advantage of our measure over previously proposed measures that it gives careful consideration to the attribute values in addition to the probabilities with which the values occur. We use a dynamic programming algorithm to calculate the disclosure risk for various levels of approximate compromise. Importantly, our proposed measure is independent of the applied SDC technique. Finally, we show how this measure can be used to evaluate the security mechanisms for protecting privacy in statistical databases and data mining. We conduct extensive experiments and apply our proposed security measure to three different data sets protected by three different SDC techniques, namely Sampling, Query Restriction, and Noise Addition.

This research aimed to develop a deeper understanding of trust and non-profit agency website design, and specifically focussed on the ‘Donate Now’ button. Two experiments investigated the effects of varying levels of consumer certainty, manipulated by providing varying levels of donation relevant information on the web homepage donation buttons, on aid agency trust and donation compliance. Both experiments were based on Study 1, a preliminary survey of website donation button design. Experiment 1 investigated the effects of iconic manipulation of the ‘Donate Now’ button. Results suggested that varying levels of consumer certainty through iconic manipulation of the website donation button design did not effect aid agency trust and donation compliance. Experiment 2 extended the research of Burt and Dunham (2009) to investigate the effects of varying consumer certainty levels through the provision of crisis/need and response photographs on the donation buttons. Results suggested that whilst there was no effect of level of certainty on donation compliance, there was an effect on aid agency trust. Participants’ rated aid agency trust was increased to the greatest extent in the level of greatest certainty, when the donation button contained photographs of both the crisis/need and agency response. Collectively, these results suggest that aid agency trust can be enhanced through the considered manipulation of donation button design. Subsequently photographic images may be a more effective means with which to portray donation-relevant information and reduce uncertainty. Furthermore, in both experiments results showed that those individuals who reported higher aid agency trust also reported significantly higher donation intention. Thus, the current research has implications for the non-profit sector, suggesting that whilst the internet is a viable fundraising tool, the commercially driven process of online donation generation should not be isolated from the psychological concept of trust.

The overall aim of the present study was to contribute to the argument put forward by Burt, Chmiel and Hayes (2009) that trust in the context of employee selection and training can be negative for safety. The present study builds on these authors argument that new employees pose a safety risk and any effort to build trust in the safety behaviours of new team members and/or to reduce perceptions of the safety risk of new employees (e.g. through selection and training) could likely have negative consequences. The research was conducted in eight organisations from the manufacturing, construction, engineering and rail industries which are characterised by high accident rates (Statistics New Zealand, 2008). There were 118 participants which completed an anonymous occupational safety questionnaire. The participants were employees who worked in teams in high risk industries characterised by a history of turnover. The results supported past findings in that trust in selection and training was positively correlated with immediate trust in new team members. There were mixed results regarding the hypothesis that trust in selection and training is negatively correlated with perceived risk from new team members. In particular there was some support for this hypothesis at the highest job risk level. The results supported the hypothesis that there is a positive correlation between the number of selection and training processes used by organisations and immediate trust in new team members. The results also indicated that the previous safety outcomes of new team members acts as a mediator between trust in selection and training, and immediate trust in new team members. Results are discussed in terms of the concerns and implications for organisations aiming to reduce accident rates.

Trust is a complex concept and our understanding of what creates, sustains and builds trust within organisations is variable. The purpose of this study was to examine the antecedent factors influencing employee perceptions of trust in organisations, and this was achieved by aggregating qualitative trust data gathered from four surveys conducted in two related mining companies. Analyses of questions that referred to trust in the 'company', produced one set of factors which described generalised leader behaviours and characteristics that influence employee perceptions of trust in leaders throughout their employing company. Analyses of questions that referred to employees' trust in their immediate managers produced factors that described behaviours and characteristics influencing their perceptions of trust in the leader with whom respondents had the most intimate supervisory relationship. Many factors were common to both phases of analysis, but the most frequently described was Open and Honest Communication. Some factors were unique to the company analysis, including Managers' Competencies, Provides Benefits, Safety Obligations, Stability of Managerial Personnel and Profit Motives. Others were unique to the immediate manager analyses and included Confidentiality, Consistency and Predictability, and Role Limitations. Similarities and differences in factors described within company analysis and immediate manager analysis were reconciled to produce six factor groupings. The different factor structure found in the company and immediate manager analyses reflect, to some extent, the impact of hierarchical distance on the basis for trust. Mayer, Davis and Schoorman's (1995) Integrative Model of Organisational Trust was used as a starting point for factor identification and grouping because of its links to previous antecedent factor research. Several factors not represented in that model were extracted. Four factors described leaders' behaviours associated with employee trust: Managers' Competencies, Benevolence, Integrity, and Investment of Role and Task Responsibilities. Propensity to trust was present, but had two subtly different forms. Contextual Factors not represented in Mayer et al.'s, model were also extracted. These factor groups formed the components of an elaborated model of the antecedents of organisational trust. Exploring trust at the company level as well as the immediate manager level provided important insight into trust behaviours attributed to managers and leaders of the company and those attributed to the immediate manager. Similarities and differences in company and immediate manager analysis provided a strong argument for future trust research making this distinction.