Trust is a social phenomenon fundamental to relationships and a building block of our society. People experience it daily, such as in a borrowing between friends, in an e-commerce transaction, in a mother-son relationship, in a connection between autonomous agents, or to show faith in God (\"In God we trust\"). In the specific case of Biodiversity domain, trust is one of the pillars of the Citizen Science projects, which are helping to solve the lack of biodiversity data by engaging citizens to work as volunteers to address this problem. Measuring and simulating levels of trust on these projects might reveal or anticipate losses; for example, the disposal of data because a deficit of trust on the technical capacity of the volunteers, opening an opportunity to manage and improve it. However, trust is a hard concept to define. The word \'trust\' may carry different meanings, such as honesty, security, integrity, competence, etc. and this is an attribute of the \'suitcase words\'. Adopting the \'suitcase\' perspective would change the way as we define, model, and simulate trust, once people would identify, decode, and simulate many meanings of trust with a single approach. In this scenario, the main objective of our research was to verify the hypotheses 1) that trust is a suitcase word, and 2) that trust can be modeled and simulated under a suitcase word perspective. A network analysis of the Web of Science citation database was able to confirm the hypothesis that trust is a suitcase word, since a distribution analysis of articles showed that trust occurs across a wide range of disciplines, and since co-occurrence maps of keywords showed that trust meanings from these disciplines may be significantly different. To verify the second hypothesis, we proposed a framework to manage trust with three components: 1) a suitcase model to identify different meanings of trust, which is the main purpose of this work, 2) a procedure to detail trust situations in terms of the suitcase model, and 3) a behavioral decision model of confidence, which was required for our simulation, since trust and control play complementary roles in the development of confidence, and consequently, to generate a confident behavior to cooperate. In our suitcase model the decision to trust (or distrust) the trustee depends on the trustors\' general capacity to take risks (= trustfulness) and on the assessment of trustee\'s interests and capacity to behavior as the trustor expects (= trustworthiness). In a practical and workable way, trustworthiness was considered a function of the trustor\'s expectations (expected evidence) and the trustee\'s previous behavior (collected evidence) for each situation. We proposed a formalism to the suitcase model, and then replicated the PlayGround simulator to modify it and incorporate our model. The new simulator, the PlayGround 2.0, was used to run a case study using trust situations from Citizen Science projects. Our main goal with this case study was to test the hypothesis that trust can be simulated under a suitcase perspective. A successful simulation would plot agents in the field reacting differently according to each situation. Results were as expected, what demonstrated the comprehensive utility of our model, with potential to handle different meanings of trust in the context of Citizen Science in the Biodiversity domain. / Trust, que em português não possui uma tradução que reflita a sua complexidade, é um fenômeno fundamental para os relacionamentos e uma peça fundamental da nossa sociedade. Trust é vivenciada diariamente pelas pessoas, seja em um empréstimo entre amigos, em uma transação de comércio eletrônico, na relação entra uma mãe e um filho, na conexão entre agentes autônomos, ou para demonstrar a nossa fé. No caso específico da ciência da Biodiversidade, trust é um dos pilares dos projetos de Ciência Cidadã, que ajudam a resolver a falta de dados de biodiversidade engajando cidadãos para trabalhar como voluntários para solucionar o problema. Medir e simular trust nestes projetos pode revelar ou antecipar perdas, por exemplo, o descarte de dados devido à falta de trust na capacidade técnica dos voluntários, abrindo oportunidades para sua gestão e incentivo. Contudo, trust é um conceito difícil de definir. A palavra pode carregar muitos significados, tais como honestidade, segurança, integridade, competência, etc., e esta é uma característica das suitcase words (palavras-mala). Adotar uma perspectiva de suitcase pode mudar a maneira como definimos, modelamos e simulamos trust, pois as pessoas poderiam identificar, decodificar, e simular vários significados de trust com uma única abordagem. Neste cenário, o objetivo principal desta pesquisa foi verificar as hipóteses de que 1) trust é uma suitcase word e de que 2) trust pode ser modelada e simulada em uma perspectiva de suitcase com potencial para manipulação de diferentes significados. Uma análise de distribuição utilizando o banco de dados Web of Science foi suficiente para confirmar a primeira hipótese de que trust é uma suitcase word, pois uma análise dos seus registros de citações mostrou que trust é estudado por muitas disciplinas da ciência, e além disso, mapas de co-ocorrência de palavraschaves mostraram que os significados de trust nas disciplinas podem ser diferentes. Para verificar a segunda hipótese, nós propusemos um framework com três componentes: 1) um \'modelo suitcase\' para identificar diferentes significados de trust, que é o objetivo principal deste trabalho, 2) um procedimento para detalhar as situações de trust em componentes do modelo suitcase, e 3) um modelo de decisão comportamental sobre confiança, que foi necessário para nossa simulação, uma vez que trust e controle tem papéis complementares no desenvolvimento da confiança, e consequentemente, na exibição de um comportamento de confiança que pode levar à cooperação. No nosso modelo, a decisão de trust o trustee (aquele a quem trust é direcionada) depende da capacidade do trustor (aquele que direciona trust) em aceitar riscos (= trustfulness), e da avaliação do interesse e da capacidade do trustee em agir como o esperado (= trustworthiness). De uma maneira prática, trustworthiness foi considerada como uma função das evidências esperadas e coletadas em cada situação. Nós propusemos um formalismo para o novo modelo, e depois replicamos um simulador chamado PlayGround para depois modificá-lo e incorporar o modelo suitcase. O novo simulador, o PlayGround 2.0, foi utilizado para rodar um estudo de caso utilizando situações comuns em projetos de Citizen Science. Nosso maior objetivo foi testar a hipótese de que trust poderia ser simulada em uma perspectiva de suitcase. Uma simulação bem-sucedida plotaria os agentes em campo reagindo diferentemente de acordo com as situações apresentadas. Os resultados foram como esperados, o que demonstrou a utilidade abrangente do nosso modelo, com potencial para lidar com diferentes significados de trust no contexto dos projetos de Ciência Cidadã para Biodiversidade, ou em outros contextos.

Situações nas quais a compensação financeira pode ser eficaz na recuperação da confiança após o duplo desvio têm sido negligenciadas pela literatura de marketing. O objetivo principal desta dissertação foi identificar situações em que a compensação financeira imediata é mais eficaz do que táticas de recuperação não financeiras (i.e. pedido de desculpas, promessa de não ocorrência de mesma falha no futuro) na restauração da confiança após o duplo desvio. Especificamente, visou examinar a moderação do tipo de violação (se financeira ou não) no efeito de diferentes táticas de recuperação (i.e. pedido de desculpas, promessa de não ocorrência de mesma falha no futuro e compensação financeira) sobre a recuperação da confiança após o duplo desvio; e investigar a mediação das atribuições no efeito da compensação financeira sobre a recuperação da confiança após o duplo desvio. Os resultados encontrados através de dois estudos experimentais realizados com diferentes populações e contextos de serviços indicam que a compensação imediata é mais eficaz do que o pedido de desculpas e a promessa na recuperação da confiança após o desvio duplo somente quando a falha inicial implicou em perda financeira para o cliente. Quando a falha inicial não gera perdas monetárias, todas as três táticas possuem efeitos similares. Além disso, verificou-se que a atribuição de benevolência explica ao menos parte do efeito da compensação monetária sobre a recuperação da confiança na situação de falha monetária. / Situations in which financial compensation may be effective to rebuild trust after a double deviation have been neglected by the marketing literature. The main objective of this thesis was to identify situations in which immediate financial compensation is more effective than non-financial recovery tactics (i.e., apology, promise that the failure will not repeat in the future) in trust restoration after double deviation. It specially aimed to examine the moderation of the type of failure (whether financial or not) in the effect of different recovery tactics (ie apology, promise, and financial compensation) on trust recovery after double deviation; and investigate the mediation of attributions in the effect of financial compensation on trust recovering after the double deviation. The results found, through two experimental studies conducted with different populations and service contexts, indicate that immediate compensation is more effective than apology and promise to repair trust after double deviation only when the initial failure causes a financial loss for the client. When the initial failure does not refer to monetary losses, all three tactics had similar effects. In addition, it has been found that the attribution of benevolence explains at least part of the effect of monetary compensation on trust recovery in the situation of monetary failure.

Trust is a social phenomenon fundamental to relationships and a building block of our society. People experience it daily, such as in a borrowing between friends, in an e-commerce transaction, in a mother-son relationship, in a connection between autonomous agents, or to show faith in God (\"In God we trust\"). In the specific case of Biodiversity domain, trust is one of the pillars of the Citizen Science projects, which are helping to solve the lack of biodiversity data by engaging citizens to work as volunteers to address this problem. Measuring and simulating levels of trust on these projects might reveal or anticipate losses; for example, the disposal of data because a deficit of trust on the technical capacity of the volunteers, opening an opportunity to manage and improve it. However, trust is a hard concept to define. The word \'trust\' may carry different meanings, such as honesty, security, integrity, competence, etc. and this is an attribute of the \'suitcase words\'. Adopting the \'suitcase\' perspective would change the way as we define, model, and simulate trust, once people would identify, decode, and simulate many meanings of trust with a single approach. In this scenario, the main objective of our research was to verify the hypotheses 1) that trust is a suitcase word, and 2) that trust can be modeled and simulated under a suitcase word perspective. A network analysis of the Web of Science citation database was able to confirm the hypothesis that trust is a suitcase word, since a distribution analysis of articles showed that trust occurs across a wide range of disciplines, and since co-occurrence maps of keywords showed that trust meanings from these disciplines may be significantly different. To verify the second hypothesis, we proposed a framework to manage trust with three components: 1) a suitcase model to identify different meanings of trust, which is the main purpose of this work, 2) a procedure to detail trust situations in terms of the suitcase model, and 3) a behavioral decision model of confidence, which was required for our simulation, since trust and control play complementary roles in the development of confidence, and consequently, to generate a confident behavior to cooperate. In our suitcase model the decision to trust (or distrust) the trustee depends on the trustors\' general capacity to take risks (= trustfulness) and on the assessment of trustee\'s interests and capacity to behavior as the trustor expects (= trustworthiness). In a practical and workable way, trustworthiness was considered a function of the trustor\'s expectations (expected evidence) and the trustee\'s previous behavior (collected evidence) for each situation. We proposed a formalism to the suitcase model, and then replicated the PlayGround simulator to modify it and incorporate our model. The new simulator, the PlayGround 2.0, was used to run a case study using trust situations from Citizen Science projects. Our main goal with this case study was to test the hypothesis that trust can be simulated under a suitcase perspective. A successful simulation would plot agents in the field reacting differently according to each situation. Results were as expected, what demonstrated the comprehensive utility of our model, with potential to handle different meanings of trust in the context of Citizen Science in the Biodiversity domain. / Trust, que em português não possui uma tradução que reflita a sua complexidade, é um fenômeno fundamental para os relacionamentos e uma peça fundamental da nossa sociedade. Trust é vivenciada diariamente pelas pessoas, seja em um empréstimo entre amigos, em uma transação de comércio eletrônico, na relação entra uma mãe e um filho, na conexão entre agentes autônomos, ou para demonstrar a nossa fé. No caso específico da ciência da Biodiversidade, trust é um dos pilares dos projetos de Ciência Cidadã, que ajudam a resolver a falta de dados de biodiversidade engajando cidadãos para trabalhar como voluntários para solucionar o problema. Medir e simular trust nestes projetos pode revelar ou antecipar perdas, por exemplo, o descarte de dados devido à falta de trust na capacidade técnica dos voluntários, abrindo oportunidades para sua gestão e incentivo. Contudo, trust é um conceito difícil de definir. A palavra pode carregar muitos significados, tais como honestidade, segurança, integridade, competência, etc., e esta é uma característica das suitcase words (palavras-mala). Adotar uma perspectiva de suitcase pode mudar a maneira como definimos, modelamos e simulamos trust, pois as pessoas poderiam identificar, decodificar, e simular vários significados de trust com uma única abordagem. Neste cenário, o objetivo principal desta pesquisa foi verificar as hipóteses de que 1) trust é uma suitcase word e de que 2) trust pode ser modelada e simulada em uma perspectiva de suitcase com potencial para manipulação de diferentes significados. Uma análise de distribuição utilizando o banco de dados Web of Science foi suficiente para confirmar a primeira hipótese de que trust é uma suitcase word, pois uma análise dos seus registros de citações mostrou que trust é estudado por muitas disciplinas da ciência, e além disso, mapas de co-ocorrência de palavraschaves mostraram que os significados de trust nas disciplinas podem ser diferentes. Para verificar a segunda hipótese, nós propusemos um framework com três componentes: 1) um \'modelo suitcase\' para identificar diferentes significados de trust, que é o objetivo principal deste trabalho, 2) um procedimento para detalhar as situações de trust em componentes do modelo suitcase, e 3) um modelo de decisão comportamental sobre confiança, que foi necessário para nossa simulação, uma vez que trust e controle tem papéis complementares no desenvolvimento da confiança, e consequentemente, na exibição de um comportamento de confiança que pode levar à cooperação. No nosso modelo, a decisão de trust o trustee (aquele a quem trust é direcionada) depende da capacidade do trustor (aquele que direciona trust) em aceitar riscos (= trustfulness), e da avaliação do interesse e da capacidade do trustee em agir como o esperado (= trustworthiness). De uma maneira prática, trustworthiness foi considerada como uma função das evidências esperadas e coletadas em cada situação. Nós propusemos um formalismo para o novo modelo, e depois replicamos um simulador chamado PlayGround para depois modificá-lo e incorporar o modelo suitcase. O novo simulador, o PlayGround 2.0, foi utilizado para rodar um estudo de caso utilizando situações comuns em projetos de Citizen Science. Nosso maior objetivo foi testar a hipótese de que trust poderia ser simulada em uma perspectiva de suitcase. Uma simulação bem-sucedida plotaria os agentes em campo reagindo diferentemente de acordo com as situações apresentadas. Os resultados foram como esperados, o que demonstrou a utilidade abrangente do nosso modelo, com potencial para lidar com diferentes significados de trust no contexto dos projetos de Ciência Cidadã para Biodiversidade, ou em outros contextos.

abstract: Reading partners’ actions correctly is essential for successful coordination, but interpretation does not always reflect reality. Attribution biases, such as self-serving and correspondence biases, lead people to misinterpret their partners’ actions and falsely assign blame after an unexpected event. These biases thus further influence people’s trust in their partners, including machine partners. The increasing capabilities and complexity of machines allow them to work physically with humans. However, their improvements may interfere with the accuracy for people to calibrate trust in machines and their capabilities, which requires an understanding of attribution biases’ effect on human-machine coordination. Specifically, the current thesis explores how the development of trust in a partner is influenced by attribution biases and people’s assignment of blame for a negative outcome. This study can also suggest how a machine partner should be designed to react to environmental disturbances and report the appropriate level of information about external conditions. / Dissertation/Thesis / Masters Thesis Human Systems Engineering 2019

Workers in modern teams that perform tasks over computer-mediated communication channels encounter challenges in building trust and performing effectively. Finding interventions to mitigate such losses could improve team performance. Collaborative critical thinking (CCT) training has the potential to improve trust, monitoring, and effectiveness in virtual teams. Using a simulated search-and-rescue task, the effects of CCT training, as compared with a control training, were evaluated in 105 three-member teams. No effects of CCT training were found on team positive or negative monitoring, team cognitive or affective trust, team efficacy, or team viability. However, teams trained in CCT reported consistently higher levels of team cooperation. Directions for future research are discussed so as to maximize the possibility that CCT might yet be an effective intervention.

Service-oriented architectures (SOA), and in particular Web services, have quickly become a popular technology to connect applications both within and across enterprise boundaries. However, as services are increasingly used to implement critical functionality, security has become an important concern impeding the widespread adoption of SOA. Trust negotiation is an approach to access control that may be applied in scenarios where service requesters are often unknown in advance, such as for services available via the public Internet. Rather than relying on requesters' identities, trust negotiation makes access decisions based on the level of trust established between the requester and the provider in a negotiation, during which the parties exchange credentials, which are signed assertions that describe some attributes of the owner. However, managing the evolution of trust negotiation policies is a difficult problem that has not been sufficiently addressed to date. Access control policies have a lifecycle, and they are revised based on applicable business policies. Additionally, because a trust relationship established in a trust negotiation may be long lasting, their evolution must also be managed. Simply allowing a negotiation to continue according to an old policy may be undesirable, especially if new important constraints have been added. In this thesis, we introduce a model-driven trust negotiation framework for service-oriented applications. The framework employs a model for trust negotiation, based on state machines, that allows automated generation of the control structures necessary to enforce trust negotiation policies from the visual model of the policy. Our policy model also supports lifecycle management. We provide sets of operations to modify policies and to manage ongoing negotiations, and operators for identifying and managing impacts of changes to trust negotiation policies on ongoing trust negotiations. The framework presented in the thesis has been implemented in the Trust-Serv prototype, which leverages industry specifications such as WS-Security and WS-Trust to offer a container-centric mechanism for deploying trust negotiation that is transparent to the services being protected.

I en förändrad försvarsmakt där officerarna inte längre alltid har störst erfarenhet förändras också relationerna mellan soldaterna och officerarna. Erfarna soldater innebär att officeren måste förändra sitt sätt att instruera, leda, trupputbilda och truppföra. Hur tar soldaterna emot den kunskap som lärs ut av officeren? Gör det skillnad ifall officeren gjort utlandstjänst? Syftet med denna uppsats är att utifrån Försvarsmaktens nya organisation bestående av anställda soldater skapa förståelse för anställdas soldater tillit till officerare med och utan erfarenhet av utlandstjänst. Enkätundersökning nyttjades som tillvägagångssättet för att undersöka huruvida soldater känner mer tillit till officerare som gjort utlandstjänst och i så fall varför, 79 soldater från olika förband valde att svara på enkäten. Resultatet visade att tilliten till officerare som gjort utlandstjänst är högre och att personliga egenskaper i större grad än faktorn sakkunskap påverkade ökningen av tillit avseende utlandstjänstgöring. / The Armed Forces has changed and the officers are no longer always the most experienced. This is changing the relations between the soldiers and the officers. Experienced soldiers means that the officer must change the way they instruct and lead. Does the soldiers learn when the officer teaches? Does it make a difference if the officer have served abroad? The purpose of this paper is that by the Swedish Armed Forces new organization composed of professional soldiers investigate soldiers trust in officers with respect to the officers experience of serving abroad. A questionnaire survey was used to reach an answer to the question whether the soldiers feel more trust in an officer whos served abroad and in that case why. 79 soldiers from various units chose to answer the survey. The results showed that trust increases for officers who served abroad. The factor refered to as “personal haracteristics” were identified as the lead factor rather than the factor “expertise” in affecting trust linked to overseas service.

A large body of research has identified that one of the major factors influencing decisions about automation use is operator's trust. Studies have shown that operator trust can be affected by individual differences in expectancy. The purpose of this study was to investigate whether operators with an expectancy that automation is trustworthy are better at calibrating their trust to changes in the capabilities of the automation. We also investigated why this individual difference affects calibration. In a baggage screening task 176 participants searched for weapons in 200 x-ray images of luggage. Participants were assisted by an automated decision aid exhibiting different levels of reliability. Measures of expectancy that automation is trustworthy were used in conjunction with subjective measures of trust and of perceived reliability to identify individual differences in trust calibration. We found that operators with high expectancy that automation is trustworthy were more sensitive to changes (both increases and decreases) in automation reliability, and that this difference was caused by attributing errors to the situation rather than the automation.

Master Thesis in Business Administration and Marketing, School of Economics at Linnæus University, 4FE02E, Spring 2011  Authors: Viktor Petersson and Markus Svensson  Tutor: Åsa Devine  Examiner: Sarah Philipsson  Title: Electronic Commerce - In Customer Service We Trust  Background: Technological innovations have changed the business environment, and using E-commerce has increased in importance over the last decade. Two aspects that have been discussed within E-commerce are the possibilities and concerns of offering customer service and communicate trust towards customers.  Purpose: Increase the understanding of how companies use E-commerce, to provide customer service and trust.  Delimitation: During theory funneling many different aspects and theories discussing problems, opportunities and risks within E-commerce was found. After evaluating this existing material, it was concluded that the whole E-commerce phenomenon was a huge task to study. Therefore, this study is limited to focus on customer service and trust aspects within E-commerce.  Research question: What web site attributes are used to provide both customer service and trust, within E-commerce?  Method: The empirical material was gathered through semi-structured interviews and web site observations of three Swedish hotels. Follow-up phone interviews and email conversation with the hotels was made to get deeper understanding of the subject.  Conclusion: This research shows that especially three web site attributes for these hotels were used to provide both customer service and trust through E-commerce. The three attributes were (1) interacting with customers, (2) an easy to use and navigate web site, and (3) offering updated and relevant information.  Keywords: customer service, customer service online, E-commerce, electronic-commerce, trust, trust online.

The trust for online vendors is something that is really important for e-commerce to function. For a long time the user interface has long been thought of as the main solution for solving the problem with unprofitable online stores. Even though a better usability for a online store will improve it and perhaps lead to some success. Usability will not alone be the one solution to the problems that a online store might have. However the low credibility for Web sites doesn't stop us from going online and making transactions with online vendors. In this thesis it is shown how a cross media concept could enhance the trustworthiness for e-commerce and online vendors. Based on the findings form two empirical studies and literature, four elements are presented that I believe would assist in making e- commerce feel more safe and secure.