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Trust and its predictors within a cyber-physical system context

Trust and its predictors within a cyber-physical system context This paper aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service.Design/methodology/approachThe methodology comprises an innovative mixed methods design encompassing a videographic animated film portraying a potential “slice of life” household service-system scenario that was subsequently incorporated into a quantitative survey. A total of 400 responses were then used to examine trust dimensions and their hypothesised predictors.FindingsFindings suggest trust is two-dimensional, with “online networking competency”, “perceptions of risk”, “propensity to trust technology in general” and “concerns about security” being significant predictors. Surprisingly, “concerns about privacy” do not have a significant effect.Originality/valueThe contribution of this research is twofold. Firstly, from a theoretical perspective, the paper offers empirical insights into trust and its predictors within a cyber-physical system context of a household service. Secondly, and from a pragmatic perspective, the model derived from this study may aid practitioners in developing trust strategies and trust management systems within such contexts. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Trust and its predictors within a cyber-physical system context

Journal of Services Marketing , Volume 33 (4): 22 – Sep 18, 2019

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0887-6045
DOI
10.1108/jsm-01-2018-0007
Publisher site
See Article on Publisher Site

Abstract

This paper aims to provide empirically derived insights into trust and its predictors within a cyber-physical system context of a household service.Design/methodology/approachThe methodology comprises an innovative mixed methods design encompassing a videographic animated film portraying a potential “slice of life” household service-system scenario that was subsequently incorporated into a quantitative survey. A total of 400 responses were then used to examine trust dimensions and their hypothesised predictors.FindingsFindings suggest trust is two-dimensional, with “online networking competency”, “perceptions of risk”, “propensity to trust technology in general” and “concerns about security” being significant predictors. Surprisingly, “concerns about privacy” do not have a significant effect.Originality/valueThe contribution of this research is twofold. Firstly, from a theoretical perspective, the paper offers empirical insights into trust and its predictors within a cyber-physical system context of a household service. Secondly, and from a pragmatic perspective, the model derived from this study may aid practitioners in developing trust strategies and trust management systems within such contexts.

Journal

Journal of Services MarketingEmerald Publishing

Published: Sep 18, 2019

Keywords: Internet of things (IoT); Service systems; Trust; Cyber-physical systems (CPS)

References