Approaches to trust and distrust in the service literature
| Authors | Service context | Ecosystem level and actor | Focus | Implicit approach | Support for approach | Dimensions |
|---|---|---|---|---|---|---|
| Calnan and Sanford (2004) | Healthcare | Macro (system) and micro (health-care providers) | Trust | Continuum | Not tested | Unidimensional |
| Benamati et al. (2006) | Banking | Meso – online banks | Trust and distrust | Independent | Supported | Ability, benevolence and integrity |
| Cho (2006) | Retail | Meso – online vendor | Trust and distrust | Independent | Supported | Competence and benevolence |
| Friend et al. (2010) | Retail | Meso – Retailers | Trust and distrust | Continuum | Not tested | Credibility and benevolence |
| Patterson et al. (2010) | Retail | Micro – retail employees | Distrust | Continuum | Not tested | Unidimensional |
| Chang et al. (2013) | Healthcare | Micro – health care providers | Trust | Continuum | Not tested | Unidimensional |
| Krot and Rudawska (2016) | Healthcare | Macro (market), meso (institution) and micro (doctors) | Trust | Continuum | Not tested | Competence, benevolence and integrity |
| van Pinxteren et al. (2019) | Artificial intelligence | N/A – Technology | Trust | Continuum | Not tested | Unidimensional |
| Latif et al. (2021) | Education | Meso – University | Trust | Continuum | Not tested | Integrity and reliability |
| Griffith et al. (2021) | Healthcare | Macro – whole system | Trust and distrust | Independent | Not tested | Competence, integrity, benevolence, predictability and assurance |
| Alzaidi and Agag (2022) | Retail | Meso – online retailer | Trust | Continuum | Not tested | Competence, integrity and compassion |
| Authors | Service context | Ecosystem level and actor | Focus | Implicit approach | Support for approach | Dimensions |
|---|---|---|---|---|---|---|
| Healthcare | Macro (system) and micro (health-care providers) | Trust | Continuum | Not tested | Unidimensional | |
| Banking | Meso – online banks | Trust and distrust | Independent | Supported | Ability, benevolence and integrity | |
| Retail | Meso – online vendor | Trust and distrust | Independent | Supported | Competence and benevolence | |
| Retail | Meso – Retailers | Trust and distrust | Continuum | Not tested | Credibility and benevolence | |
| Retail | Micro – retail employees | Distrust | Continuum | Not tested | Unidimensional | |
| Healthcare | Micro – health care providers | Trust | Continuum | Not tested | Unidimensional | |
| Healthcare | Macro (market), meso (institution) and micro (doctors) | Trust | Continuum | Not tested | Competence, benevolence and integrity | |
| Artificial intelligence | N/A – Technology | Trust | Continuum | Not tested | Unidimensional | |
| Education | Meso – University | Trust | Continuum | Not tested | Integrity and reliability | |
| Healthcare | Macro – whole system | Trust and distrust | Independent | Not tested | Competence, integrity, benevolence, predictability and assurance | |
| Retail | Meso – online retailer | Trust | Continuum | Not tested | Competence, integrity and compassion |