Publikation - Ethische Führung & Vertrauen

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

The COVID-19 pandemic has accelerated trends of globalization and digitalization, making geographically dispersed teams a common practice in firms. Despite benefits derived from the members' diversity, such teams are also prone to trust deficiency. Advancing prior research, this study focuses on links between multiple referents of trust. We draw on halo and priming effects to suggest that employees' trust toward their organization could trickle-down to trust in their co-workers. Moreover, we highlight the moderating role of cultural dissimilarity and relationship length. Analyzing 317 relationships between Turkish employees and their co-workers of Turkish and German cultural background, we present evidence for a trickle-down effect of organizational trust on trust in co-workers. We also find that the trickle-down effect of trust is stronger when cultural dissimilarity is high than when it is low, suggesting that trust in the organizations may outweigh cultural barriers that could hamper trust between co-workers.

Citation:

Nienaber, A.-M.I., Holtgrave, M., Biron, M., Baumeister, V.M., Nayir, D.Z. & Schewe, G. (2023) Trickle-down effect of organizational trust on co-worker trust: The moderating role of cultural dissimilarity and relationship length. European Management Review, 20(1), 97–112. https://doi.org/10.1111/emre.12523

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

This study investigates in the healthcare sector how occupation influences the relationship between organizational procedural justice and employees’ trust in the supervisor and in the organization. Drawing on the dual hierarchy model in professional bureaucracies, we adopt a multi-level approach and pay close attention to the influence of the occupational group and its immediate organizational context. Our results from five healthcare organizations reveal that the relationship between organizational procedural justice and trust in the organization is mediated by employees’ trust in the supervisor for both health professionals and support staff. On the occupational group level, occupation type predicts organizational procedural justice and trust in the organization, but not trust in the supervisor. Based on these findings, we insist that communication between occupation groups deserves more attention for building trust in professional bureaucracies.

Citation:

Hartner-Tiefenthaler, M., Nienaber, A. M., & Yanagida, T. (2023). Occupation Matters! A Multilevel Analysis of Organizational Trust in Professional Bureaucracies in the Healthcare Sector. Public Performance & Management Review, 46(3), 512–535. doi.org/10.1080/15309576.2022.2128833

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

As with any relationships, those between buying firms and their major suppliers are likely to experience situations of conflict. When facing such situations, top managers tend to approach conflict either cooperatively or competitively. However, when and why top managers tend towards cooperation or competition is far from clear. This study proposes a novel link between the theory of cooperation and competition and the discounting principle of attribution theory to argue that it is top managers’ trust beliefs in their firms’ major suppliers that influences their intended approach to conflict. Using survey data from 140 C-level managers and business owners, the authors develop and test a model that differentiates between two attributional dimensions of trust (competence and goodwill) and the specific relational conditions that influence how these attributions operate. The results indicate that top managers’ trust in their suppliers’ competence and goodwill is, in fact, decisive in determining how they intend to approach conflict. Further, the authors demonstrate that a top manager's trust belief in the supplier's goodwill is of particular relevance in driving the top manager to cooperate in the face of conflict. However, this link seems to be contingent on the specific conditions of the buyer–supplier relationship in question.

Citation:

Holtgrave, M., Nienaber, A.-M., Tzafrir, S.S. and Schewe, G. (2020), Cooperation in the Face of Conflict: Effects of Top Managers’ Trust Beliefs in their Firms’ Major Suppliers. Brit J Manage, 31: 253-273. https://doi.org/10.1111/1467-8551.12350

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

This study examined how organizational control is related to employees’ organizational trust. We specifically focus on how different forms of control (process, outcome, and normative) relate to employees’ trust in their employing organizations and examine whether such trust in turn relates positively to employee job performance (task performance and organizational citizenship behavior). In addition, and in response to the recommendations of past research, we examined these relationships in a high control and compliance-based cultural context. Using data from 105 employee–supervisor dyads from professional services firms in Singapore, we find support for our hypothesized model. The implications of the results for theory and practice, and directions for future research, are discussed.

Citation:

Verburg, R. M., Nienaber, A.-M., Searle, R. H., Weibel, A., Den Hartog, D. N., & Rupp, D. E. (2018). The Role of Organizational Control Systems in Employees’ Organizational Trust and Performance Outcomes. Group & Organization Management, 43(2), 179-206. https://doi.org/10.1177/1059601117725191

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

In this paper, we present the multidimensional Legitimate Monitoring and Control Questionnaire (LMCQ), which is based on social-exchange and institutional theory. Our aim was to develop and validate a widely applicable leadership inventory that accounts for comparable criterion variance as transformational leadership. While transformational leadership scales emphasize charismatic or visionary behavior, the basis for the LMCQ is the belief that perceptions of control legitimacy are essential and lead to high-quality social-exchange relationships between supervisors and subordinates. To build the dimensions comprising the LMCQ, an exploratory study (study 1, 38 respondents) was conducted to investigate which kinds of socioemotional benefits actually drive subordinates' perceptions of control legitimacy. The interview data were used to compile an initial item pool that was condensed as a subsequent step (study 2, 494 respondents). Lastly, the resulting measurement instrument representing six dimensions of legitimacy-enhancing supervisory behavior was validated (study 3, 936 respondents).

Citation:

Romeike, P. D., Nienaber, A.-M., & Schewe, G. (2017). Development and validation of the Legitimate Monitoring and Control Questionnaire (LMCQ). European Management Journal, 35(1), 46–59. https://doi.org/10.1016/j.emj.2016.08.003

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

“Worthless,” “money burning,” or “black holes” is how media and professionals describe compliance practices today. Practitioners are unenthusiastic about control systems, codes of conducts, and systems for compliance management that are increasing in volume but not in effectiveness. In order to help practitioners clarify what actually makes employees comply with their compliance program, this study examines intrinsic and extrinsic motivators of 119 employees from procurement and sales. We contribute to the existing motivation literature, testing the self-determination theory in low and high hierarchical levels. Our findings show that intrinsic motivators are more strongly and positively related to compliance intention on higher hierarchical levels than the lower ones. However, employees from higher hierarchies show overall less compliance intention than employees from lower hierarchies. © 2015 The Authors. Human Resource Management published by Wiley Periodicals, Inc.

Citation:

Hofeditz, M., Nienaber, A.-M., Dysvik, A. and Schewe, G. (2017), “Want to” Versus “Have to”: Intrinsic and Extrinsic Motivators as Predictors of Compliance Behavior Intention. Hum Resour Manage, 56: 25-49. https://doi.org/10.1002/hrm.21774

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Control and trust are the primary governance mechanisms buying organizations rely upon to organize and maintain their collaborative exchange relationships with foreign suppliers. But the question of how control and trust interrelate and should be pursued seems entangled and practical advice remains largely elusive. Based on empirical data on 212 recently- and long-established buyer-supplier exchange relationships in the textile industry, we test the relationship between three practices of interorganizational control (output, process, and normative controls), two dimensions of interorganizational trust (competence and goodwill trust), and relationship performance. Using structural equation modelling, we demonstrate the value of controls for building and validating trust to depend as much on the specific control practice deployed and dimension of trust observed, as on the temporal stage of the exchange relationship. Moreover, we reveal distinct performance effects of the different control practices and dimensions of trust. Herewith, this study allows for a comprehensive understanding of the trust-control nexus in collaborative exchange relationships between buyers and their foreign suppliers. Addressing managers, we reveal how normative controls can be used to build trust and promote performance at the start of the relationship, whereas output controls need time to reach their full potential. Process controls, in turn, are found to have adverse effects.

Citation:

Holtgrave, M., Nienaber, A.-M., & Ferreira, C. (2017). Untangling the trust–control nexus in international buyer–supplier exchange relationships: An investigation of the changing world regarding relationship length. European Management Journal, 35(4), 523–537. https://doi.org/10.1016/j.emj.2016.09.005

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Employees frequently engage in social comparison processes and tend to perceive their own performance as superior compared to that of their peers. We expect this to be particularly salient in virtual teams where employees receive few cues upon which the comparison with other members of their team can be based. With reliance on social comparison and social exchange theory, we propose that such “perceived overperformance” has negative effects on job satisfaction, which is mediated by trust in the team. We confirm this with a sample of field-service employees (n = 753) using structural equation modeling with bootstrapping. We corroborated our findings in focus groups, which suggest the need for performance indicators that are easily communicated to and comprehended by employees to maintain trust and satisfaction.

Citation:

Romeike, P. D., Nienaber, A. M., & Schewe, G. (2016). How differences in perceptions of own and team performance impact trust and job satisfaction in virtual teams. Human Performance, 29(4), 291–309. doi.org/10.1080/08959285.2016.1165226

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Purpose

– Interpersonal trust is often considered as the “glue” that binds supervisors together with their subordinates, and creates a positive organisational climate. The purpose of this paper is to investigate factors affecting subordinates’ trust to their supervisor, and the consequences of such a trusting relationship.

Design/methodology/approach

– The authors conducted a qualitative meta-analysis of the trust literature between 1995 and 2011, to identify 73 articles and review 37 theoretical propositions, 139 significant model parameters and 58 further empirical findings.

Findings

– Four distinct clusters of trust antecedents are found: supervisor attributes; subordinate attributes; interpersonal processes and organisational characteristics. Similarly, the authors identify three categories of trust consequences: subordinates’ work behaviour; subordinates’ attitude towards the supervisor; and organisational level effects.

Research limitations/implications

– The authors find a bias towards studying supervisor attributes and interpersonal processes, yet a dearth of attention on subordinate attributes and organisational characteristics. Similarly, the conceptual attention on trust between supervisors and subordinates has been limited, with empirical work reporting predominantly significant findings. Social exchange has dominated as the theoretical perspective, and cross-section as the main research approach. In order to advance this important field more heterogeneity is needed, utilising a range of different theoretical schools and employing different methodologies.

Originality/value

– This seems to be the first qualitative meta-analysis explicitly directed to understanding trust between supervisors and subordinates. The authors contribute to the field of trust by revealing current gaps in the literature and highlighting potential areas of future research.

Citation:

Nienaber A, Romeike PD, Searle R, Schewe G (2015), "A qualitative meta-analysis of trust in supervisor-subordinate relationships". Journal of Managerial Psychology, Vol. 30 No. 5 pp. 507–534, doi: https://doi.org/10.1108/JMP-06-2013-0187

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Purpose

– Vulnerability is a concept that lies at the core of the most prevalent academic trust definitions. Accordingly, a vast amount of scholars refers to vulnerability when studying trust. Surprisingly, there is almost no conceptual nor empirical work explicitly directed at understanding vulnerability itself. The purpose of this paper is to summarize and critique the existing base of knowledge of vulnerability with a particular focus on the leader-follower relationship and to open avenues for future research.

Design/methodology/approach

– In the process of a very systematic literature search, the authors identified 49 studies that refer to vulnerability when studying trust at the interpersonal level. The authors coded the literature into conceptualizations, antecedents and consequences of vulnerability – with a particular focus on the leader-follower relationship.

Findings

– The authors introduce a theoretical framework which allows the authors to structure the rather fuzzy discussed concept of vulnerability. The development of such a theoretical framework allows the authors to distinguish between trusting beliefs and actual trusting behaviour so that it is possible to separate the constructs of willingness-to-be-vulnerable and actual vulnerability.

Research limitations/implications

– With the help of the developed framework, the authors point to the need for more work on vulnerability in order to take the study of trust to the next level. In this respect, the authors formulate several propositions that should be tested in future research.

Practical implications

– Practitioners are made aware of the need to risk willingness to be vulnerable as a base for trusting behaviour. There is no way around being willing to be vulnerable.

Originality/value

– This literature review provides a holistic understanding of the concept of vulnerability. The intention is to show the different understandings and interpretations of this term within the literature and identify which antecedents and consequences are related to the concept of vulnerability.

Citation:

Nienaber A, Hofeditz M, Romeike PD (2015), "Vulnerability and trust in leader-follower relationships". Personnel Review, Vol. 44 No. 4 pp. 567–591, doi: https://doi.org/10.1108/PR-09-2013-0162

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Using a collection of data among 490 participants from different companies in the field of medical engineering market, we contribute to the role of contact intensity by a business partner when launching new products by introducing trust as a mediator to the concept of perceived risk reduction to enhance the relationship commitment. The findings show that the common concept of risk reduction to enhance the relationship commitment is overrated. In detail, the results show first, that the influence of trust on the relationship commitment is decisive instead of reducing perceived risk by the customer. The contact intensity is only important to enhance trust which influences the relationship commitment in a positive way. Hence, managers should concentrate on the development of trust and not on the reduction of perceived risk of the customer. Second, our findings demonstrate that the attitude whether the customer is averse of affine towards innovations has no influence on the relationship between contact intensity and relationship commitment. This is obviously the opposite of the findings of most researchers in literature who usually state customers need different contacts of the seller to purchase a new product depending on their attitude towards innovations.

Citation:

Nienaber, A.-M., & Schewe, G. (2014). Enhancing trust or reducing perceived risk, what matters more when launching a new product? International Journal of Innovation Management, 18(1), 1450005. https://doi.org/10.1142/S1363919614500054

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Most of the innovation management literature refers to the benefits of external knowledge. It follows then that companies invest a great deal of effort and resources in developing instruments to motivate people to submit ideas; however, external contributors are often not willing to submit their ideas because they are afraid that they will not be compensated for them afterwards. Thus, the question arises as to how companies can profit from the good ideas of external contributors without being accused of intellectual property (IP) theft in cases where it already knows about the ideas being presented. For this paper, we have taken the findings from trust research into account and discuss several practical methods for overcoming the obstacles that arise when both companies and idea contributors want to profit from ideas. Finally, we develop a trust-based intermediary model for knowledge transfer in the innovation management field.

Citation:

Harland, P. E., & Nienaber, A. M. (2014). Solving the matchmaking dilemma between companies and external idea contributors. Technology Analysis & Strategic Management, 26(6), 639–653. doi.org/10.1080/09537325.2014.919378

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Purpose

– Trust in financial institutions has been eroded through the collapse of mortgage-related securities, with confidence further denuded through well publicized cases of rogue traders and rate fixing cases, such as with the Lehman brothers, the Libor rate-fixing scandals, and the hypo real estate breakdown. In response to these events, governments have introduced a range of distinct policy initiatives designed to restore trust in this sector. Thus, the question arises: are these regulations and control mechanisms sufficient in isolation, or are there other elements that this sector needs to pay attention to in efforts to build and sustain customers’ trust? The paper aims to discuss these issues.

Design/methodology/approach

– There is a compelling agenda for both financial organizations and academics to understand better organizational trust in this context especially the role and impact of regulatory mechanisms in its development and repair. The paper therefore examines the special facets of the financial services sector in comparison to other sectors, such as manufacturing, to consider whether trust is fundamentally different in this context than others, and thus address how far there are special challenges concerning trust and the banking industry. The paper analyses, by using a meta-analytical design, 93 studies (N=38,631), of which 20 empirically investigate organizational trust in the financial sector with a combined N of 11,224 respondents.

Findings

– The paper shows that the banking sector is heavily affected by two distinct forces: first, customers’ perception of an organization's level of compliance and conformity with laws and regulations is a necessity for banks’ sociopolitical legitimization, and second it is also related to how non-compliance is dealt with. Importantly, this meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements of significance: customers require direct evidence, derived either from their own or others’ satisfaction with the goods or services provided, and customers do take note of the external endorsement of the firm, especially in Asia, where customers place huge emphasis on the firm's reputation.

Research limitations/implications

– First, meta-analysis is inherently reliant on the earlier studies and therefore retains their weaknesses. Some of the relationships included self-report variables collected at the same point in time and therefore may be inflated by common method bias. Second, due to the focus and because of the limited number of studies in this sector, and a paucity of attention on some key topics, such as perceptions of regulation, second-order sampling error may also be a limitation. Third, some relationships were not investigated frequently enough in studies to enable us to include them in the review, such as cooperation, opportunistic behaviour or quality. Finally, despite calls for trust scholars to include propensity to trust measures within their studies, many of these studies do not include this measure and therefore it is more difficult to identify and control individual difference factors.

Practical implications

– The results show the merit of multi-strand trust development strategies. There is a striking paucity of financial institutions, which have examined how far their trust deficit may be related to their internal culture, and whether recent corporate corruption could be the product of bonuses and the internal short-term individualized reward systems. The analysis reveals that although external regulations and controls are an effective and powerful devise for organizational trust, over the last two periods of significant crisis, their impact appears to be warning; Yet reassuring customers of their expectations of the other party's future behaviour is central to trust. Alternative remedies need to be considered, such as the establishment of a more effective regulator, or board of governors who oversee and assure compliance. Monitoring and surveillance offer a further external means of reducing the possibility of future misbehaviours. However, as the analysis indicates, other strands are required to build trust, including greater attention by firms on customers’ direct experiences, which in turn would enhance the third part endorsement of their competence and goodwill intentions of organizations.

Social implications

– Significantly, the results indicate the potentially partial erosion of credence factors, and thus confidence, in this sector over the last 20 years, during what has been a period of repeated exposure to trust breaches. The paper shows that single strand solutions, such as improvements to customer communication, are no longer sufficient, nor, more importantly, do they have the same impact. Instead, the paper shows the necessity to utilize more effectively and target attention towards three distinct antecedents: external regulations and their enforcement; third party and expert endorsements, and therefore external reputations; and customer satisfaction in terms of the effective delivery of customer expectations.

Originality/value

– Organizational trust has been shown as critical in positively affecting and repairing broken relationships through uncertainty reduction and confidence enhancement. In the past, different meta-analyses of trust have been undertaken, but this, to the authors knowledge, is the first meta-analytic study measuring trust on an organizational level in the context of the financial services sector and its regulatory environment. This meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements: customers require direct evidence, and do take note of the external endorsement of the firm.

Citation:

Nienaber A, Hofeditz M, H. Searle R (2014), "Do we bank on regulation or reputation? A meta-analysis and meta-regression of organizational trust in the financial services sector". International Journal of Bank Marketing, Vol. 32 No. 5 pp. 367–407, doi: https://doi.org/10.1108/IJBM-12-2013-0146

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Verhandlungen zwischen chinesischen und deutschen Unternehmen stellen aufgrund ihrer kulturellen Unterschiede schon seit jeher eine große Herausforderung dar. Guanxi wird dabei von deutschen Managern als der entscheidende Faktor für den Erfolg von Verhandlungen mit chinesischen Geschäftspartnern gesehen. Dennoch kommt es immer wieder zu Schwierigkeiten, weshalb nach wie vor nach Lösungen für ein erfolgreiches Management der Geschäftsbeziehungen zwischen China und Deutschland gesucht wird. Könnte Vertrauen der entscheidende Faktor sein? Zur Überprüfung dieser Vermutung wurden anhand von 82 Geschäftsbeziehungen die Wirkungsbeziehungen von Guanxi und Vertrauen auf den Verhandlungserfolg empirisch untersucht. Es zeigt sich, dass entgegen zahlreicher Annahmen nicht Guanxi der zentrale Schlüssel für erfolgreiche Verhandlungen mit chinesischen Geschäftspartnern ist, sondern Vertrauen.

Citation:

Nienaber, A.-M., Zhang, Y., Kleist, S., & Schewe, G. (2013). Vertrauen oder guanxi — was ist entscheidend für den Verhandlungserfolg in deutsch-chinesischen Geschäftsbeziehungen?. Zeitschrift Führung und Organisation (zfo), 82, 9–14.

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Die vorliegende Replik setzt sich mit den Anmerkungen von Thieme und Kröll zum Beitrag von Lütke-Wenning, Nienaber und Schewe in Sciamus – Sport und Management, Heft 3/2011, auseinander. Dabei wird die kritische Auseinandersetzung in zwei Punkten gesucht. Zum einen wird die Sinnhaftigkeit des Arguments der unterkomplexen Forschung betrachtet und zum anderen die Eigenständigkeit ökonomischer Analyse im Sport und insbesondere im Profisport betont.

Citation:

Schewe, G., & Nienaber, A. (2012). „Mit Heynckes gewinnen wir Spiele für 12,50 Euro“ oder wider die wissenschaftliche Diskriminierung der Ökonomie in sportökonomischen Untersuchungen. Sciamus — Sport und Management, 5.

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Im Rahmen einer empirischen Analyse wird untersucht, ob sich die Arbeitsqualität eines Trainers im Profifußball wirklich in der Höhe seines Gehaltes widerspiegelt. Dabei wird die Arbeitsqualität nicht wie üblicherweise anhand der erzielten Punkte am Ende einer Spielzeit bzw. Am erzielten Tabellenplatz gemessen, sondern das strategische Verhalten in Form von Spielerverbesserungen und die Güte der Spielerwechsel zu Grunde gelegt. Daher lautet die Forschungsfrage: Sind hoch bezahlte Trainer auch die qualitativ besten Trainer? Grundlage der Untersuchung bilden statistische Daten der IMPIRE AG und des Kicker online zu Trainern und Spielern der ersten Fußball-Bundesliga der Spielzeiten 2007/2008 und 2008/2009. Die Analyse zeigt überraschende Ergebnisse. Sie belegt, dass Trainer im niedrigen Einkommenssegment durchaus qualitativ bessere Arbeit leisten als Spitzenverdiener. Somit ist eine Beurteilung der Trainer anhand ihrer vergangenen Leistung, wie es bislang gehandhabt wird, sehr in Frage zu stellen.

Citation:

Lütke-Wenning, T., Nienaber, A.-M., & Schewe, G. (2011). Spiegelt sich die Arbeitsqualität eines Trainers im Gehalt wider? Vom Setzen falscher Anreize bei der Personalentlohnung. SCIAMUS — Sport und Management, 29–46.

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Trust is very important and essential for relationships. Such statements can be observed in scientific as well as practically-oriented journals. But what is trust and how can it be developed or strengthened? To date, information on this is rather vague. Therefore, this study analyses the different characteristics of trust in a business relationship. In order to answer the research question, an empirical survey has been developed here. The Kano-analysis is used as the methodological approach. It can be shown that three different dimensions of trust can be identified: basic factors are a prerequisite of any relation and have a fundamental character in long-term relationships. The customers expect such factors to be an unquestionable part of any business relationship (e.g. honesty), while attractive factors always strengthen the stability of trust in the relationship (e.g. sympathy). One-dimensional factors not only stabilise trust if implemented, but can cause the relationship to deteriorate if ignored (e.g. timeliness).

Citation:

Nienaber, A.-M., & Schewe, G. (2011). What’s Important for Trustful Communication with Customers?: An Empirical Analysis. Journal of General Management, 37(2), 1-21. https://doi.org/10.1177/030630701103700201

Beteiligung der Abteilung: Prof. Dr. Ann-Marie Nienaber

Abstract:

Vertrauen kommt in der Wirtschaftswelt höchste Bedeutung zu, da es sich gut als Instrument zur Unsicherheitsreduktion eignet. Dieser Beitrag ermittelt auf Basis einer empirischen Untersuchung (Kano-Methode) der Medizintechnik-Branche (60 % Rücklaufquote) die Merkmale einer vertrauensvollen Kommunikation zum Erhalt langfristiger Geschäftsbeziehungen zwischen Organisationen. Die Ergebnisse zeigen, dass sich drei Arten von Merkmalen identifizieren lassen. Während Basismerkmale wie Ehrlichkeit vom Kunden erwartet werden und damit Grundvoraussetzung für eine vertrauensvolle Geschäftsbeziehung sind, bewirken Begeisterungsmerkmale eine Stabilisierung des Vertrauensverhältnisses (z. B. Sympathie). Die Leistungsmerkmale (z. B. Beständigkeit) führen zwar bei Erfüllung zu einer Vertrauensstabilisierung, jedoch bei einer Nichtbeachtung zu einer Abschwächung des bestehenden Vertrauensverhältnisses.

Citation:

Nienaber, AM., Schewe, G. Merkmale einer vertrauensvollen Kommunikation zwischen Organisationen – eine empirische Analyse. Z Manag 6, 3–28 (2011). doi.org/10.1007/s12354-011-0138-0