Managing the Trust Relationship in Financial Services Information Systems
Scholars in many disciplines have examined the importance of and the process of building various forms of trust.This paper studies the trust relationship in Financial Services Information Systems (FSIS),where trust plays an important role as it has a positive effect on customer satisfaction and leads to a higher level of customer loyalty.Certain system properties of FSIS create unique challenges for building trust relationship with the customers.To tackle these challenges,we propose a trust topology that consists of reputation,experience and communication to describe the dynamics of the trust relationship.Specifically,the trust relationship is first established based on the reputation of the associated and constituent agents of the FSIS,and is subsequently validated against the customers actual experience of the system.As with any dynamic variable,the quality and level of this relationship is subject to change and must be continuously rehabilitated through communication.
Trust Financial Services Information Systems (FSIS)
Weng Tat Chan Ying Fengwei
Division of Engineering & Technology Management National University of Singapore Singapore
国际会议
重庆
英文
207-211
2010-09-17（万方平台首次上网日期，不代表论文的发表时间）