ABSTRACT: Trust is a vital relationship concept that needs clarification because researchers across disciplines have defined it in so many different ways. A typology of trust types would make it easier to compare and communicate results, and would be especially valuable if the types of trust related to one other. The typology should be interdisciplinary because many disciplines research e-commerce. This paper justifies a parsimonious interdisciplinary typology and relates trust constructs to e-commerce consumer actions, defining both conceptual-level and operational-level trust constructs. Conceptual-level constructs consist of disposition to trust (primarily from psychology), institution-based trust (from sociology), and trusting beliefs and trusting intentions (primarily from social psychology). Each construct is decomposed into measurable subconstructs, and the typology shows how trust constructs relate to already existing Internet relationship constructs. The effects of Web vendor interventions on consumer behaviors are posited to be partially mediated by consumer trusting beliefs and trusting intentions in the e-vendor. KEY WORDS AND PHRASES: Customer relationships, human issues in e-commerce, Internet consumers, trust.

theoretically grounded framework for trust in electronic environments. An overview of the research on trust is presented, examining the nature of the concept, its definition, and the factors and processes that contribute to trust. The result is an integrated model that provides a comprehensive framework for trust in a variety of settings. This general model of trust is then applied to four domains within electronic environments: information, information systems, electronic commerce, and online relationships.

Guided by interpersonal deception theory and the principle of interactivity, this investigation examined whether communication modalities differentially affect the extent to which group members develop trust or are vulnerable to manipulation and deceit, based on the degree of interactivity the modalities afford. According to the principle of interactivity, involvement and mutuality should increase as one moves from text, to audio and audiovisual (AV) modalities, to face-to-face (FtF) communication. Under nondeceptive circumstances, greater interactivity should elicit corresponding increases in trust and credibility; under deceptive circumstances, it should produce greater truth biases and inaccurate detection of deceit. This effect should be partly mitigated in text and audio modalities due to the presence of diagnostic deception indicators Pairs were assigned to a truthful or deceptive condition in one of three mediated conditions, or in a face-to-face condition. In the deceptive condition, one member of each pair was enlisted to deceive during the interaction. Following discussion, participants rated their communicative behavior and the credibility of the truthful or deceptive actor. Truth bias and accuracy in judging deceptive information was calculated. Results are compared to previous findings from face-to-face deception. Implications for collaborative technologies are advanced.

ABSTRACT: In hybrid situations where artificial agents and human agents interact, the artificial agents must be able to reason about the trustworthiness and deceptive actions of their human counterpart. Thus a theory of trust and deception is needed that will support interactions between agents in virtual societies. There are several theories on trust (fewer on deception!), but none that deals specifically with virtual communities. Building on these earlier theories, the role of trust and deception in virtual communities is analyzed, with examples to illustrate the objectives a theory of trust should fulfill. KEY WORDS AND PHRASES: Deception, multiagent systems, trust, virtual society. The inhumanity of the computer is in the fact that once programmed and put to work, it behaves in a perfectly honest way. —Isaac Asimov Trust and Deception in Artificial Agents and Societies Electronic commerce can only succeed if the general public trusts the virtual environment. Trust, therefore, is an important issue [20, 25, 29, 44]. As is well

Within the practitioner literature, trust has often been noted as a key component for the success of knowledge management practices; however, trust is a very complex construct that has many different facets and definitions. This paper reviews the trust literature to create an understanding of the different types and bases of trust. These types and bases of trust are then applied to the knowledge management processes (knowledge generation, knowledge codification, knowledge transfer, and knowledge application) to create better understanding of the possible relationships between trust and the knowledge management processes, and which processes require which type of trust for knowledge management success. Implications for practitioners and research are then discussed.

this paper by Bob Bies, Ronnie Goodstein and by our colleagues and students during a spring 1998 seminar. We also recognize the help we received from Stevan D. Mitchell on creating non-regulatory incentives for the private sector.

Significant work has been initiated on trust in ecommerce settings, but little research has addressed distrust. Because of its connection to the insecurities that are found in risky situations, disposition to distrust is particularly suited to addressing issues of high risk, while disposition to trust is better suited for low risk issues. High risk issues include: a) perceptions that the Web is risky and b) a willingness to depend on a specific unknown Web vendor in light of that risk.

Interpersonal relationships can be fragile. The mere perception of opportunistic behavior can lead to a breakdown in cooperation. Once damaged, the question then arises as to whether and how cooperation might be restored. Noncooperative game theory raises serious doubts about the possibilities, although interactional justice and impression management research have shown that verbal explanations can dampen reactions to aversive behavior. Philosophical, anthropological, and ethological research all suggest that genuine forgiveness may require something more tangible and substantive than an explanation. Thus, the current experiment investigated the effects of explanations and varying forms of substantive amends on the restoration of mutual cooperation. The results confirm that rebuilding cooperation is feasible. Apologies and simple explanations can be effective to a degree, though substantive amends have significantly more positive effects than explanations alone. In contrast to prior findings on interactional justice, acknowledgments were more effective than denials in repairing short interactions. This research demonstrates that, once breached, cooperation can be reestablished and that actions as well as explanations and apologies can augment the process in important and sometimes subtle ways. (Relationship; Talk; Forgiveness) To err is human, to forgive divine; to forget is stupid.

This study provides insights on the trust-related factors that influence consumer intentions to use online banking. Specifically, the study examines the relationships between trustworthiness, trust, distrust, and user intentions to use online banking services. Over 500 college students located across two different universities completed a survey designed to examine the effects of trustworthiness perceptions on trust and distrust, and the downstream influence of trust and distrust on intention to use. As hypothesized, results indicate that trust and distrust are distinct constructs, and that the established nomological network between trustworthiness, trust, and intention hold in the current context. Also supported is the new contention that trustworthiness is negatively related to distrust, and that distrust has a negative effect on intention to use. Finally, our hypothesis examining the relative contribution of trust and distrust on user intentions was not supported. In the context of this study, trust overwhelmed distrust.

Four studies support the development and validation of a framework for understanding the range of social psychological outcomes valued subjectively as consequences of negotiations. Study 1 inductively elicited and coded elements of subjective value among students, community members, and practitioners, revealing 20 categories that theorists in Study 2 sorted into 4 underlying subconstructs: Feelings About the Instrumental Outcome, Feelings About the Self, Feelings About the Negotiation Process, and Feelings About the Relationship. Study 3 proposed a new Subjective Value Inventory (SVI) and confirmed its 4-factor structure. Study 4 presents convergent, discriminant, and predictive validity data for the SVI. Indeed, subjective value was a better predictor than economic outcomes of future negotiation decisions. Results suggest the SVI is a promising tool to systematize and encourage research on subjective outcomes of negotiation.