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While businesses seek to engage customers, their efforts are often met with varied results, as some customers are more predisposed to engage than others. Understanding customers’ dispositions to engage is central to understanding customer engagement, yet research examining customer engagement dispositions remains sparse and predominantly focused on personality traits. This paper aims to consider the general nature of a disposition and draws on qualitative findings to depict a framework for customer engagement dispositions.

To investigate customer engagement dispositions comprehensively and in-depth, an exploratory qualitative approach was adopted. In total, 20 semi-structured in-depth interviews were conducted with customers in ongoing relationships with financial planners residing in Australia.

Nine attributes reflecting customer engagement dispositions emerge from the data. These include the customer’s internal tendency to engage (confidence, desire for control, extroversion and enthusiasm); a tendency to engage determined in the interaction with the service provider (sense of similarity, sense of social connection and trust in the service provider); and the capacity to engage (expertise and knowledge and time availability).

This study provides a conceptual foundation for future empirical measurement of customer engagement dispositions and their nomological network.

This study establishes a foundation for managers to build distinct engagement disposition profiles and segments and target initiatives to maximize engagement activity.

This research challenges the view of customer engagement dispositions as largely personality factors, or exclusively cognitive and emotional dimensions of engagement, and offers a comprehensive framework reflecting a customer’s disposition to engage with a service provider.

This empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although trust is deemed to be important for managing service relationships there is a dearth of research looking at its multidimensional nature outside of Western markets.

The study is undertaken in three countries: UK, Hong Kong and India (September to November 2010). The sample consists of more than 300 sample members from across the three countries with an approximately even split between each.

The findings show that cognitive trust does not significantly impact affective trust, but the other relationships in the model are supported. Customer ' s disposition to trust impacts both cognitive and overall trust.

The research provides direction for services marketing scholars and practitioners, but there are limitations because not all types of financial institutions are evaluated.

The practical implications of this work are profound given that transnational operations of most retail banks. Understanding trust dimensions aids relationship managers to devise differentiated strategies to build/re-build and maintain long-term trust relationships with customers.

This work extends the understanding of relationships, but by rooting the work in retail banking it provides new insights for academics and practitioners. For service marketing scholars, this study calls into question some of the multi-dimensional nature of trust and for practitioners it can help aid strategy development.

Because of the importance of accounting information to a manager’s decision-making process, his/her working relationship with his/her supporting management accountant is used as a paradigm of a superior-subordinate working relationship. This paper aims to analyze the drivers of trust in this relationship.

Based on responses from 446 managers, the authors tested a structural equation model for various trust drivers.

The authors found that when management accounting generally has a powerful role in a company, it positively affects the manager’s perceptions of his subordinate’s trustworthiness. Although the absolute level of trust remains stable over time, the influences of the bases of the trust change significantly. Over the long run, perceived trustworthiness fully mediates other trust factors, such as the manager’s trust disposition and the organizational setting, which highlights the importance of the individual trust relationship even for strong and functional superior–subordinate relationships.

Consistent with other studies, the results contain the classic limitations of survey studies. This study investigates the drivers of trust and provides insights into the trust relationship between managers and management accountants. Future studies should verify these findings for other important work relationships.

Trust research has typically focused only indirectly on the relevance of the trust that a superior has in his supporting subordinate. The authors show how these trust drivers intertwine and how their influences shift over time.

This paper aims to analyze cognitive-based trust development during the beginning phase of virtual teams (VT) before any trustor’s firsthand, knowledge-based trust of a trustee can develop. At this phase, early cognitive trust development is largely an individual construct that can help set the tone for subsequent phases and may also influence final VT effectiveness and performance.

This study begins with an analysis of cognitive-based trust and trust in VT and then focuses on the models and antecedents of early trust development in VT.

The conclusion offers a precise visualization of the research on early trust development in VT that identifies new research opportunities, particularly valuable for new field research.

This literature review could be useful to both researchers of early trust formation in VTs and to organizations that use VTs as a part of their workforce. The figures and tables produced in this literature could be useful to researchers of early trust development in VTs in two areas. First, researchers can use this information to quickly identify the academic literature associated with each component of early trust models, the type of research conducted for each component. Second, new research opportunities based on this sample for each component of the early trust model is clearly identified.

Organizations need to ensure that members of VTs can form quickly and operate effectively within a short period. Identifying factors that may influence early trust formation could give managers and VT members an understanding of the importance of trust development in the early stages of VTs and how this may ultimately influence a VTs performance, effective teamwork and productivity.

The conclusion offers a precise visualization of the research on early trust development in VT that identifies new research opportunities, particularly valuable for new field research.

This study aims to examine two individual dispositions, propensity to trust and reciprocation wariness, as antecedents of team–member exchange (TMX) and how shared leadership moderates these relationships. It also investigates work engagement as a consequence of TMX.

Data were collected from 175 employees in 42 teams; a multilevel random slope model was used to test the moderating effect of shared leadership at the team level and across levels.

Shared leadership provides a boundary condition for the relationships from propensity to trust and reciprocation wariness to work engagement through TMX. At the individual level, the positive effects of propensity to trust and negative effects of reciprocation wariness on TMX, and their indirect effects on work engagement through TMX, were weaker at higher shared leadership. At the team level, the positive relationship between propensity to trust and TMX was unconditional on shared leadership, whereas the relationship between reciprocation wariness and TMX was moderated by shared leadership. At the team level, shared leadership had positive effects on TMX and work engagement.

Managers can adopt shared leadership to encourage social exchanges among team members to enhance TMX and work engagement.

The study extends the TMX research by investigating dispositions as antecedents and work engagement as a consequence at both individual and team levels. It also identifies the moderating role played by team-level shared leadership, which provides a strong situation supporting reciprocal interactions.

A food delivery app (FDA) is a technological advancement connecting restaurants and consumers, making it possible to deliver food home conveniently. The current study seeks to identify the factors affecting consumers' continuance intention and sharing intention toward the FDA in the USA and Canada using an integrated framework built using trust transfer theory and a variety of constructs.

The authors collected data/inputs from 476 respondents in the USA and Canada who had used FDAs in the past and analyzed them using the structural equation modeling technique.

The results indicate that trust in FDA, trust in the user community and commitment affect continuance intention and sharing intention. Interestingly, trust in the seller does not influence commitment, continuance intention and sharing intention. Additionally, the trust disposition and reputation of the FDA play an important role in building trust in FDA.

The present study combines the trust transfer theory with various important constructs such as commitment, trust disposition and reputation of the FDA to build an integrated framework to elucidate the continuance intention and sharing intention toward FDAs.

This study facilitates the FDA providers to understand how trust disposition, the reputation of the FDA and trust in the Internet build trust among FDA consumers. The study also helps them to fine-tune their trust-building strategy by considering several trust targets. It further enables them to appreciate how commitment results in continuance intention and sharing intention toward FDA.

It is an original study investigating the role of various constructs and trust transfer theory in shaping the consumers' continuance intention and sharing intention toward the FDA.

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

This paper aims to assess the direct effects of antecedents of initial trust, the mediating effect of trust and the moderating effect of demographic variables on non-adopters’ behavioral intention to use mobile banking.

The study tested the models of theory of reasoned action and theory of planned behavior to evaluate potential antecedents of trust (diffusion of trust, infrastructure quality, perceived costs, privacy and security) moderators (demographic variables) and mediators (initial trust) that will influence behavioral intention to use mobile banking. The Hayes’ Process Macro developed by Andrew F. Hayes (2013) was used as a statistical analysis in SPSS to estimates the path coefficients using multiple regression. The tool provides insights on the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables.

The results show that the non-adopters of mobile banking asserted that the antecedents of initial trust played a significant influence on behavioral intention to use online banking services.

There is a dearth of literature addressing mobile banking in the Philippines. The first initial trust formation in internet banking using computer workstations and laptops in the Philippines was conducted by Chiu et al. (2016). This research fills in the gap by expanding and formulating a deeper understanding of the antecedents of initial trust that influence consumer behavioral intention that might be responsible for the slow diffusion of mobile banking services in the country. The results from this study will help financial institutions create a beneficial connection with consumers while alleviating the fears of non-adopters and enhancing their understanding of the benefits of mobile banking.

This paper aims to focus on online hospitality platforms in the collaborative consumption environment. In particular, this paper investigates the impact of trust on the obtainers’ intentions to “inquire about accommodations” and to “request a booking” on Airbnb.com.

This paper takes the perspective of a potential renter, respectively, obtainer and adopts Gefen’s (2000) research model, which incorporates familiarity and trust in the e-commerce industry. In this regard, the paper extends the work on two-sided markets of Mittendorf (2016-2017). To verify the modified research model, a survey was conducted, gathering results from over 426 participants of which 255 valid responses from the Millennials generation were obtained. This paper uses covariance-based structural equation modeling to analyze both measurement and structural relationships regarding the interaction framework.

The results show empirical evidence that both “trust in the intermediary” and “trust in providers” are decisive for the obtainers’ intentions on the online platform. In this regard, this paper advances the understanding of the collaborative consumption mechanisms by adapting trust literature to validate the obtainers’ intentions on contemporary collaborative consumption platforms.

While the unit of analysis of prior research comprises the general intention to share, this paper empirically validates a more deliberate decision of user intentions by focusing on the intention to inquire about accommodations (no registration necessary) and the intention to request a booking (registration necessary). However, this study is dependent on one setting and it is still unclear whether the results are generalizable to other collaborative consumption setups.

This paper is in line with the work of Mittendorf (2016-2017), thus, it uses a sophisticated statistical approach to analyze trust in the collaborative consumption environment, such as confirmatory factor analysis and structural equation modeling.

Despite the growing popularity of ride-sharing in China, our understanding regarding users' trust and behavioral intention toward this new type of hailing service is still limited. This study aims to examine the joint influences of institution-based, process-based and characteristic-based antecedents on customers' trust and continuance intention toward ride-sharing. Furthermore, the study aims to investigate if the relative influences of institution-based and process-based antecedents on trust are contingent upon customers' prior experience.

Drawing upon trust-building literature and the elaboration-likelihood model, we developed a research model and conducted an online survey to users of Didi, the largest ride-sharing platform in China. We used the structural equation modeling technique to analyze the collected data and examine the proposed research model.

Ther major research findings of the study suggest that structural assurance, government support, platform reputation and disposition to trust exhibit significant and different degrees of influences on customers' trust beliefs and continuance intention toward ride-sharing. A multi-group analysis further suggests that customers with less use experience focus more on government support and platform reputation, while customers with more use experience are more likely influenced by structural assurance.

The study contributes to the extant literature by identifying the joint influences of institutional-based, process-based and characteristic-based antecedents on users' continuance intention of ride-sharing service and uncovers the mediation mechanism of trust and perceived risk. Moreover, the study refines the boundary condition of the proposed research model by revealing the moderating effect of use experience.