Zugl.: Erlangen, Nürnberg, Universiẗat, Diss., 2008.

This thesis examines what impact digitalization can have on the trustworthiness of the leader through the lens of managers and employees in Dutch start-ups. The study explores the intersection set of trust, leadership and digitalization. As there was no prior research on the research issue at hand, a model that incorporated a process of trust and its interaction with digitalization has been constructed by the authors. The model relied on previous research on models of the trust process and characteristics of digitalization in the light of leadership. First a theoretical framework is built through a literature survey. A qualitative inquiry through interviews was carried out in order to be able to analyze the trustworthiness of the leader. The objective of the authors during the research was to document how leaders and followers perceived a trustee (leader) in a trust process with digitalization involved. The analysis revealed that even though digitalization has pervaded our lives; its impact on the trustworthiness of the leader has remained limited so far. Empirical data from this research indicated that the impact of digitalization on the three attributes of trustworthiness of the trustee was the strongest: objectives and intentions, competence and integrity. There were also digitalization related implications that could be drawn from the accounts of the interviewees. Thesis findings contribute to a better understanding of the role of the leader in a trust process in digitalized organizational environments and encourage further research in the field of trust especially when digital technologies have become so pervasive in the work life.

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.

Esta tese focaliza como tema principal a representação social da confiança. Qual a importância da confiança para a sociedade contemporânea, para as organizações de produção e para as relações interpessoais. A fundamentação teórica é a Teoria das Representações Sociais tomada em sua equação: representação = figura/significado. A metodologia da pesquisa consistiu na realização de grupos focais e na expressão imagética e verbal da confiança. A análise dos textos visuais conjuntamente com os verbais possibilitou uma percepção bastante acurada desta representação social. / The main subject of this thesis is the social representation of trust. It studies the value of trust in the present society, in the social organization of production, and in interpersonal relationships, as well as how it is represented by Brazilians who have a higher education. The theoretical basis of this study is the Social Representation Theory in Moscovici formulation: representation = image / meaning. The research methodology consisted in creating focus groups in two steps: the imagery and the verbal expression of trust. The analysis of the imaged texts together with the verbal ones led to a very accurate view of this social representation.

abstract: With years of continuous Chinese economic growth and accelerating aging population, better serving the changing demands in wealth management has become the new market development directions. As evidenced in international experiences, the embedded nature of privacy and isolation of managed assets in the trust business have demonstrated built-in consistency with the needs of high-end wealth management and inheritance; hence, trust has become a very fitting vehicle for wealth management. By 2014, total assets under trust management have reached RMB14trillion. However, there is as yet a massive gap between the current service levels received by high net worth individuals and their requirements; a gap that is adverse in establishing a stable customer service relationship; which eventually hinders the vigorous development of the overall industry. With modeling the gaps in service levels as the basic foundation, this paper first and foremost starts with the discussion on the issues in listening to service needs. This paper conducted customer surveys in such categories as customer expected and perceived service quality, service level design and standards, service provided in accordance with the design, and service commitment actually fulfilled. By correlation and regression analyses, this paper analyzed the characteristics of high net worth population, concluding that high net worth individuals with different gender, profession, age exhibit varying needs, preferences and other determining factors in wealth management. This Paper has designed wealth management service standards and value-added asset allocation systems; the Paper has structured a systematic and disciplined framework in wealth management, which serves as a guideline in the implementation of leading wealth management and in the establishment of superior trust management services. It serves as an impetus for the trust industry to thrive as the leader in China’s wealth management domain, enhance industry brand image, accumulate stable customer segments and develop sustainable market core competencies. / Dissertation/Thesis / Doctoral Dissertation Business Administration 2015

Esta tese focaliza como tema principal a representação social da confiança. Qual a importância da confiança para a sociedade contemporânea, para as organizações de produção e para as relações interpessoais. A fundamentação teórica é a Teoria das Representações Sociais tomada em sua equação: representação = figura/significado. A metodologia da pesquisa consistiu na realização de grupos focais e na expressão imagética e verbal da confiança. A análise dos textos visuais conjuntamente com os verbais possibilitou uma percepção bastante acurada desta representação social. / The main subject of this thesis is the social representation of trust. It studies the value of trust in the present society, in the social organization of production, and in interpersonal relationships, as well as how it is represented by Brazilians who have a higher education. The theoretical basis of this study is the Social Representation Theory in Moscovici formulation: representation = image / meaning. The research methodology consisted in creating focus groups in two steps: the imagery and the verbal expression of trust. The analysis of the imaged texts together with the verbal ones led to a very accurate view of this social representation.

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.

This article attempts to observe the existence of certain similarities between trust that can be established between individuals and their local political institution, with habitual ways of relating that adjoin political clientelism. Certain similarities that point to question whether clientelism can be accommodated as a way to build relationships, create links and bring the individual to the political institution. The local political institution will be studied, and observe how relations have been builtin two districts of the same geographical area, through qualitative and quantitative tools. It will be noted that the usual way of relating learned still present and mobilizes the ways of acting individuals / therefore links with clientelistic characteristics are plausible to generate trust relationships. / El presente artículo trata de observar la existencia de ciertas similitudes entre las relaciones de confianza que puedan establecerse entre los individuos y su institución política local, con formas habituales de relacionarse que lindan con el clientelismo político. Se observarán ciertas semejanzas que apuntan a cuestionar si el clientelismo puede tener cabida como una forma de establecer relaciones, crear vínculos y acercar la institución política al individuo. Se observará la construcción de relaciones y vínculos en dos distritos de un mismo estrato zonal en Lima Metropolitana, a través de herramientas cualitativas y cuantitativas. Se notará que la forma habitual de relacionarse aprendida sigue presente y moviliza las formas de actuar a los individuos / por tanto los vínculos con características clientelaresson plausibles de generar relaciones de confianza.

Trust is a concept used throughout our daily lives. We give trust to friends, colleagues and strangers. We also give trust to the technical artifacts we use in our everyday lives. We must also rely on the services we use to work the way we expect them to. There is plenty of research on trust in e-commerce and online banking on website based platforms. What is missing is research on how we give trust to mobile map applications (and mobile applications in general), and how this trust, or lack of trust, affect our use of map applications in everyday life. We will also use a model of trust to see if we can get a deeper understanding of this trust.

More than three decades ago the notion of trust was introduced into the management accounting (MA) literature, and a growing stream of empirical papers elaborating on the relation between MA controls and trust signals the importance andvitality of this research area. However, a closer look at the literature shows that while major insights have been made, there is also considerable confusion around both research models and the meanings of key concepts. Accordingly, the time seems opportune to conduct an extended and critical review of the legacies of this literature. More precisely, the aims of the study are to (i) analyze how MA and trust have been conceptualized and related to each other; (ii) identify weaknesses andknowledge gaps in the literature; and, (iii) based on these, suggest how the literature may be synthesized and developed in the future. In so doing, this thesis analyses 37 empirical studies focusing specifically on the association between MA and trust. Overall, two key findings emerge from the analysis. A first key finding is that the area can be characterized as fragmented. More specifically, many different terms are used to denote similar concepts, and vice versa. The literature is also characterized by different levels of analysis, and different, potentially conflicting research models. The literature is also underpinned by different theoretical perspectives, of which some have conflicting assumptions. The second key finding is that there are several knowledge gaps and weaknesses in th eliterature. For example, while a majority of studies shows that MA is a factor affecting trust, MA itself is oftentimes left unexplained. Also, many studies conceptualize trust from the perspective of only one party in a relationship, and the questions of how and why MA and trust (co)develops and emerges over time are largely unaddressed. Furthermore, while researchers have empirically studied both personal trust and system trust, respectively, no one has modelled how they may be interrelated. Based on these findings, a model is proposed which not only synthesizes the extant literature, but also indentifies new, potentially important associations between different MA and trust factors. The model—consisting of twelve propositions—also theorizes how these factors affect each other over time. The thesis concludes with a number of suggestions for how to develop this research area in the future.