Management of Cognitive and Affective Trust to Support Collaboration

2005 ◽  
pp. 1864-1869 ◽  
Author(s):  
Diane H. Sonnenwald
Keyword(s):  
Cognitive Trust ◽  
Affective Trust ◽  
Integral Role

Cognitive trust focuses on judgments of competence and reliability, and affective trust focuses on interpersonal bonds among individuals and institutions. Both cognitive and affective trusts play an integral role in organizations and institutions that rely on collaboration among individual members to achieve their goals and realize their vision.

Colleague guanxi intensity: Scale development and validation

2013 ◽  
Vol 19 (6) ◽  
pp. 756-778 ◽  
Author(s):  
Chen Huan Hong ◽  
Dauw-Song Zhu ◽  
Louis P. White
Keyword(s):  
Intensity Scale ◽  
Cognitive Trust ◽  
Affective Trust ◽  
Four Dimensions ◽  
Multidimensional Construct ◽  
Scale Development And Validation ◽  
Validation Tests ◽  
Development And Validation ◽  
Colleague Relationships ◽  
Nomological Validity

AbstractThis research reviews the constructs and measurements of guanxi and concludes that colleague guanxi is appropriately conceptualized as a multidimensional construct that describes Chinese colleague relationships. The development of a colleague guanxi scale with four dimensions is described. Two studies test the convergent, discriminant, and nomological validity of the guanxi scale. In validation tests guanxi intensity increases with cognition features (subjective fit and cognitive trust) and results in a positive affect (affective trust). Contributions of the colleague guanxi scale are offered.

Effects of cognitive and affective trust on online customer behavior

2019 ◽  
Vol 37 (1) ◽  
pp. 80-96 ◽  
Author(s):  
Plavini Punyatoya
Keyword(s):  
Consumer Trust ◽  
Equation Modeling ◽  
Online Retailing ◽  
Online Retailer ◽  
Cognitive Trust ◽  
Content Type ◽  
Affective Trust ◽  
Online Retailers ◽  
Indian Consumers ◽  
The Relationship

Purpose Although prior works in online retailing have addressed the influence of trust on customer responses, they conceptualized trust as a single dimension. Based on social-psychological literature and sociological literature, this study proposes that consumer trust in an online retailer has two principal forms: cognitive trust and affective trust. The purpose of this paper is to examine various factors influencing the development of each form of customer online trust and the subsequent effect on customer satisfaction (CS) and loyalty intention (LI). Design/methodology/approach Survey approach is employed to validate the research model. Data are collected from 334 Indian consumers and using structural equation modeling the causal pathways of the model are investigated. Findings The results show that cognitive trust and affective trust are empirically distinguished variables in online retailing context. Cognitive trust and affective trust are found to mediate the relationship between perceived website quality, security and privacy policy, prior-interaction experience, perceived e-tailer reputation and shared value and CS. CS also positively influences LI toward the online retailer. Practical implications The paper provides interesting insights about Indian consumers’ evaluation of online retailers. These useful insights would enable both international and national online retailers to develop and apply different strategies to improve customer trust, which is a key driver of CS and LI. Originality/value Drawing from signaling theory and organizational studies literature, this paper investigates the relationship between different antecedents and affect-based and cognition-based trust in online retailing context. In particular, this is the first study to examine multi-dimensional nature of consumer trust in online retailing context. Besides, this paper clearly shows that cognitive trust and affective trust are the mediating variables that positively affect CS toward online retailers and help in building strong customer LI.

scholarly journals Overcoming the liability of outsidership in institutional voids: Trust, emerging goals, and learning about opportunities

2016 ◽  
Vol 35 (3) ◽  
pp. 262-284 ◽  
Author(s):  
Antje Fiedler ◽  
Benjamin P Fath ◽  
D Hugh Whittaker
Keyword(s):  
Institutional Voids ◽  
Market Knowledge ◽  
Cognitive Trust ◽  
Affective Trust ◽  
Uppsala Model ◽  
Business Partners ◽  
Chinese Business ◽  
Business Market ◽  
Liability Of Outsidership

Building on the complementarity of the revisited Uppsala model and effectual logic, this article examines the role of affective and cognitive trust for developing knowledge in the context of small- and medium-sized enterprise (SME) internationalization in emerging markets. Drawing on qualitative interview data from New Zealand SMEs engaging with Chinese business partners, the article first shows that an overreliance on affective trust can result in a situation of ‘persistent mediation’, in which learning about opportunities is impaired. Second, utilization of the affordable loss principle and a focus on control facilitates relationship-specific knowledge, which may also lead to cognitive trust. However, cognitive trust does not necessarily transform in the substantive business market knowledge needed to overcome the liability of outsidership. Third, business market knowledge is advanced when partners mutually set goals and develop the opportunity, which potentially also fosters cognitive and affective trust.

scholarly journals Shopping value, trust, and online shopping well-being: a duality approach

2020 ◽  
Vol 38 (5) ◽  
pp. 545-558
Author(s):  
Ho Trong Nghia ◽  
Svein Ottar Olsen ◽  
Nguyen Thi Mai Trang
Keyword(s):  
Online Shopping ◽  
Well Being ◽  
Data Set ◽  
Cognitive Trust ◽  
Content Type ◽  
Affective Trust ◽  
Hedonic Shopping Value ◽  
Duality Approach ◽  
Hedonic Shopping

PurposeBased on a duality approach, this study examines the path from utilitarian value via cognitive trust versus hedonic value via affective trust in online shopping well-being. This study also explores the moderating role of extraversion in the relationships between shopping value and trust.Design/methodology/approachA data set collected from 648 online consumers in Vietnam was used to validate the measures employing confirmatory factor analysis (CFA) and to test the hypotheses using structural equation modelling (SEM).FindingsThe results show that online shopping well-being is determined hedonically and affectively rather than in an utilitarian manner and cognitively. Affective trust positively contributes to online shopping well-being, but cognitive trust does not. The dual-process associations between utilitarian shopping value and cognitive trust and between hedonic shopping value and cognitive trust were also confirmed. Finally, extraversion moderates the cognitive and affective associations between shopping values and trust.Originality/valueThis study contributes to the literature on online shopping by applying a dual perspective to confirm the role of hedonic shopping value and affective trust in positively determining online shopping well-being. As a result, this study provides a deeper understanding about if and why online shopping well-being is affect-based, instead of cognition-based.

scholarly journals Impact of Servant Leadership on Performance: The Mediating Role of Affective and Cognitive Trust

SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824401990056
Author(s):  
Farida Saleem ◽  
Yingying Zhang Zhang ◽  
C. Gopinath ◽  
Ahmad Adeel
Keyword(s):  
Servant Leadership ◽  
Task Performance ◽  
Leadership Style ◽  
Hierarchical Linear Model ◽  
Underlying Mechanism ◽  
Individual Performance ◽  
Leadership Studies ◽  
Cognitive Trust ◽  
Affective Trust ◽  
Mediating Role

Servant leadership style has drawn much attention in the last decade to leadership studies on account of its focus on serving others first. Extant literature calls for a better understanding of the underlying mechanism for servant leadership to positively influence performance within an organization. We position servant leadership to contribute to firms’ sustainable performance, by empirically studying the mediating mechanism of bi-dimensional trust, namely affective and cognitive trust, between servant leadership and individual performance. Our data comprised of dyadic samples of 233 pairs of subordinates and their supervisors. The results from hierarchical linear model (HLM) for clustered data showed that servant leadership strongly predicted affective trust, organizational citizenship behaviors (OCBs), and task performance of subordinates; affective trust fully mediated servant leadership’s effect on task performance while partially mediates servant leadership’s effect on subordinates’ OCB. In contrast, cognitive trust did not mediate servant leadership’s effect on either OCB or task performance. These findings reveal the relevance of affective trust as the underlying mechanism which mediates and deciphers servant leadership into positive individual performance.

To disclose or to falsify: The effects of cognitive trust and affective trust on customer cooperation in contact tracing

2021 ◽  
Vol 94 ◽  
pp. 102867
Author(s):  
Shijiao (Joseph) Chen ◽  
Donia Waseem ◽  
Zhenhua (Raymond) Xia ◽  
Khai Trieu Tran ◽  
Yi Li ◽  
...  
Keyword(s):  
Contact Tracing ◽  
Cognitive Trust ◽  
Affective Trust

The expatriate and local hotel general managers: differing approaches to employees’ loyalty

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yong-Ki Lee ◽  
Paresha N. Sinha ◽  
Soon-Ho Kim ◽  
Eric Melvin Swanson ◽  
Jae-Jang Yang ◽  
...  
Keyword(s):  
Knowledge Management ◽  
Structural Equation ◽  
Human Resources Management ◽  
Social Capital Theory ◽  
Equation Modeling ◽  
Employee Loyalty ◽  
Cognitive Trust ◽  
Content Type ◽  
Affective Trust ◽  
The Impact

PurposeHotels conducting international business are acknowledging the importance of an expatriate general manager (GM), to increase the effectiveness of their knowledge management system through the sharing of knowledge between expatriates and local employees. In the aspect of comparative leadership studies, this study attempts to compare and analyze the effects of knowledge sharing (KS) efforts, which are competencies of expatriate GMs and local GMs, on employee trust, organizational KS and employee loyalty.Design/methodology/approachData were collected from employees of 7 hotels managed by expatriate GMs among 16 franchising luxury (5-star) hotels, and from employees of 6 hotels operated by local GMs among 9 local luxury hotels located in Korea. Structural equation modeling method using SmartPLS 3.3.3 was used to analyze the data.FindingsExpatriate GM’s two-way KS influences affective trust but does not influence cognitive trust. Affective trust influences cognitive and organizational KS but does not influence employee loyalty. Cognitive trust does not influence organizational KS but influences employee loyalty. Finally, organizational KS significantly affects employee loyalty. In addition, in the analysis comparing the estimates between expatriate and local GM group, significant differences in groups were found for the impact of GM’s two-way KS on cognitive trust, for the impact of affective trust on organizational KS, for the impact of affective trust on employee loyalty and for the impact of cognitive trust on organizational KS.Practical implicationsThis study shows that knowledge management designs need to consider different effects of expatriate GMs’ and local GMs’ capabilities on employee attitudes and behavior considering cultural impacts. Expatriate GMs will greatly benefit their effort for KS by assuring employees that they are attentive to their needs, interests and problems.Originality/valueThis study not only contributes to the existing social capital theory but also provides managerial implications for human resources management in the hospitality field through a comparative study of KS efforts of expatriate and local GMs.

scholarly journals Affective and Cognitive Dimensions of Trust in Communication

2020 ◽  
Vol 7 (1) ◽  
pp. 13-24
Author(s):  
Barna Kovács
Keyword(s):  
Positive Attitude ◽  
Good Faith ◽  
The Other ◽  
Cognitive Trust ◽  
Affective Trust ◽  
Illocutionary Acts ◽  
The Difference ◽  
The One ◽  
The Relationship ◽  
Cognitive Dimensions

Abstract Based on the complexity of communication acts, the paper presents how affective and cognitive aspects are intertwined. First of all, the context of trust and the conditions of its appearance are examined. It is followed by an analysis of trust as an attitude which reveals the difference between contractual approaches and alliances. The relationship between communication and trust is presented by the illocutionary acts. As a result of the analysis, trust can be conceived as a positive attitude of expectation, where one person relies on the assumed good faith, suitability, and sensitivity of the other person, where, although vulnerable, the one who trusts counts on the fact that the trusted person will not abuse his/her position but rather provide assistance to his/her best knowledge in a given area. Cognitive trust is reinforced if the proper data are available, understandable, fit into prior knowledge, and anticipate the possible forms of operation. With affective trust, the issue is not data quality and quantity but rather the way how they are presented.

The benefit of a trustworthy face to a financial services provider

2017 ◽  
Vol 31 (7) ◽  
pp. 771-783 ◽  
Author(s):  
Dwane Hal Dean
Keyword(s):  
Financial Services ◽  
Social Information ◽  
Favorable Effect ◽  
Facial Appearance ◽  
Cognitive Trust ◽  
Content Type ◽  
Affective Trust ◽  
Customer Interface ◽  
Financial Advisor ◽  
The Face

Purpose The purpose of this paper is to investigate three information sources for their influence on trust and patronage intent toward an unmet financial services advisor. The sources were facial appearance, credentials and social information about the provider. Trust in an unmet provider is believed to be important because financial services are transitioning to an online customer interface. Design/methodology/approach In the two experiments, facial appearance (trustworthy versus less trustworthy), credentials (high versus low) and social information (cooperative versus less cooperative) were tested for their influence on cognitive trust, affective trust, patronage intent and amount of money to entrust to an unmet financial advisor. Findings In Study 1, both facial appearance and credentials significantly affected patronage intent. The effect of facial appearance was mediated through affective trust, and the effect of credentials was mediated through cognitive trust. In Study 2, both facial appearance and social information significantly affected patronage intent. Unexpectedly, respondents’ gender exhibited a highly significant main effect and interaction (ordinal) with the face cue for patronage intent. Research limitations/implications The experimental context was restricted to an unmet financial advisor. Interaction with an actual provider would likely change the perception of affective trust. Also, all depicted and described advisors were men; the effect of provider gender was not investigated. Originality/value Findings indicate that a personal photo on a business card may either increase or decrease patronage intent. Conversely, communicating credential achievement or an evidence of civic engagement to prospective clients has a favorable effect on patronage intent.

scholarly journals Linking bank advertising to customer attitudes: The role of cognitive and affective trust

2021 ◽  
pp. 1083-1092 ◽  
Author(s):  
Nursultan Bilisbekov ◽  
Christian Sarfo ◽  
Ala’ Omar Dandis ◽  
Mohammad Al-Haj Eid
Keyword(s):  
Significant Relationship ◽  
Positive Relationship ◽  
Sem Analysis ◽  
Future Research ◽  
Cognitive Trust ◽  
Affective Trust ◽  
Managerial Implications ◽  
Customer Attitudes ◽  
Potential Customers

The main objective of this paper is to investigate the effect of affective and cognitive trust in bank advertising toward its potential customers. An advertising experiment was conducted by creating two bank advertisements focusing on affective and cognitive trust in bank advertising. SEM analysis is conducted with a sample of 254 customers who banked with the Central Bank of Ghana using STATA 14.1. Results showed that customers of a bank are more drawn to affective advertising than cognitive advertising. Results also showed that cognitive trust is a stronger predictor of anticipation towards future interactions with a bank than affective trust. Uncertainty and commitment had insignificant relationships with affective trust. Cognitive trust had a positive relationship with commitment, while affective trust had no significant relationship with commitment. Managerial implications and future research of the findings are discussed.

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