Concerning trust and information

被引:59
作者
Denize, Sara
Young, Louise
机构
[1] Univ Western Sydney, Sch Marketing, Penrith, NSW 1797, Australia
[2] Univ Technol Sydney, Sch Marketing, Broadway, NSW 2007, Australia
关键词
trust; information exchange; communication; interfirm relationships; relationship evolution;
D O I
10.1016/j.indmarman.2007.06.004
中图分类号
F [经济];
学科分类号
02 ;
摘要
Communication and the associated information exchanges are key drivers of the development of relationships and of the trust embedded within them. This paper considers the development of business relationships in terms of the continuing co-evolution of trust and information exchange and the issues associated with researching these processes. The interconnections of trust and information exchange are examined in a survey of business relationships involving information exchange (n=355). Analysis of variance shows few, if any, of the aspects of the standard conceptualizations of information exchange are associalted with increased levels of trust. It is information exchange norms that have the greatest (positive) association with the level of trust. These norms emerge as part of the long term co-production of the relationship itself. This has important managerial implications. We conclude there are few managerial actions involving managing communication that can "manufacture" trust and improve or develop relationships in the short term. The paper concludes with a discussion of alternative ways of envisaging communication and relationship management and the nature and future of research into the evolution of business relationships. (C) 2007 Elsevier Inc. All rights reserved.
引用
收藏
页码:968 / 982
页数:15
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