Trust violation and repair: The information privacy perspective

Bansal, Gaurav; Zahedi, Fatemeh

doi:10.1016/j.dss.2015.01.009

Cited by 103 publications

(98 citation statements)

References 73 publications

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“…It has been shown that trust plays an important role not only in ecommerce [14,88], but also in online health care [138] and banking [41,62]. We focus on trust as the salient attitude in disclosing private information online, since trust determines the extent to which people are willing to reveal sensitive information [52] to the business entity that owns the website [8].…”

Section: Trust Attitudementioning

confidence: 99%

Do context and personality matter? Trust and privacy concerns in disclosing private information online

Bansal

Zahedi

Gefen

2016

Information & Management

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336

214

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Section: Trust Attitudementioning

confidence: 99%

Do context and personality matter? Trust and privacy concerns in disclosing private information online

Bansal

Zahedi

Gefen

2016

Information & Management

Self Cite

336

214

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“…They found that when there is weak evidence against the organization trust is restored more successfully with denial. Bansal and Zahedi (2015) Empirical study Shows the effect of intentional and unintentional trust violation from an online privacy perspective and the consequence on trust. Bozic (2017) Literature review Reviews the extant literature on trust repair.…”

Section: Trust Repairmentioning

confidence: 99%

An Empirical Examination of Organisational Trust Recovery: Influences and Implications

Kharouf

Lund

2018

European Management Review

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Building trust between organizations and their customers has attracted considerable academic research attention. However, research into the trust recovery process, following a trust violation has occurred is limited in comparison. This study investigates the trust recovery process by examining six recovery approaches which organizations can employ to repair trust. Six trust recovery approaches were first examined using canonical correlation. Our research investigates the impact of these six trust recovery approaches following two different types (integrity and competence) of trust violations. We assessed the influence of these approaches on customer loyalty, satisfaction and perceptions of organizational trustworthiness using structural equation modelling. Results suggest that apology and denial are the most effective approaches to repairing trust, and that the effect of these recovery approaches on customer satisfaction and loyalty are mediated by organizational trustworthiness.

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“…What is novel is how they apply brain imaging technologies-magnetic resonance imaging (fMRI) and electroencephalography (EEG) to explain selfcontrol as an inhibitor of desire for immediate gratification and how low self-control could short circuit moral judgement and rational choice. There were instances where scholarly work was coded for two or more theories used by scholars to explain information security policy violations (Aurigemma & Mattson, 2014;Bansal & Zahedi, 2015;Barlow et al, 2013;Browne et al, 2015;Cheng et al, 2013). An important consideration arising from the previous sections that have addressed various perspectives of scholarly work on IS security policy violation is the omission of the paradox perspective to problematize IS security violations.…”

Section: Interdisciplinary Perspectives In Is Security Policy Violationmentioning

confidence: 99%

“…Emotional displeasure and tensions are bound to occur on either choice of use. Bansal and Zahedi (2015) in their use of Attribution theory talk of emotional displeasures that result from changes in ways people have previously interacted with systems and this often becoming a cause for violations of these systems. The paradox is that unavoidably, change must happen, but change is not pleasurable.…”

Section: The Paradox Perspective In Is Security Policy Violation Learmentioning

confidence: 99%

Understanding Internal Information Systems Security Policy Violations as Paradoxes

Njenga

2017

IJIKM

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Aim/Purpose: Violations of Information Systems (IS) security policies continue to generate great anxiety amongst many organizations that use information systems, partly because these violations are carried out by internal employees. This article addresses IS security policy violations in organizational settings, and conceptualizes and problematizes IS security violations by employees of organizations from a paradox perspective. Background: The paradox is that internal employees are increasingly being perceived as more of a threat to the security of organizational systems than outsiders. The notion of paradox is exemplified in four organizational contexts of belonging paradox, learning paradox, organizing paradox and performing paradox. Methodology : A qualitative conceptual framework exemplifying how IS security violations occur as paradoxes in context to these four areas is presented at the end of this article. Contribution: The article contributes to IS security management practice and suggests how IS security managers should be positioned to understand violations in light of this paradox perspective. Findings: The employee generally in the process of carrying out ordinary activities using computing technology exemplifies unique tensions (or paradoxes in belonging, learning, organizing and performing) and these tensions would generally tend to lead to policy violations when an imbalance occurs. Recommendations for Practitioners: IS security managers must be sensitive to employees tensions. Future Research: A quantitative study, where statistical analysis could be applied to generalize findings, could be useful.

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Trust violation and repair: The information privacy perspective

Cited by 103 publications

References 73 publications

Do context and personality matter? Trust and privacy concerns in disclosing private information online

Do context and personality matter? Trust and privacy concerns in disclosing private information online

An Empirical Examination of Organisational Trust Recovery: Influences and Implications

Understanding Internal Information Systems Security Policy Violations as Paradoxes

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