Trust Transfer in a Complex Technology Configuration (Ctc)

61 Pages Posted: 18 Mar 2021

See all articles by David Agogo

David Agogo

Florida International University

Ryan Wright

University of Virginia - McIntire School of Commerce

Caroline Lancelot Miltgen

Audencia Business School

George R. Milne

affiliation not provided to SSRN

Date Written: January 1, 2020

Abstract

Many technologies today comprise distinct IT components, all operating together in the form of a complex technology configuration (CTC). Given how common it is for users to encounter CTCs today, there is a need for IS research to move beyond treating such IT as monoliths. Researchers must closely evaluate and understand how, why and when attitudes towards one component of a CTC may influence attitudes towards the other components, and how such attitudes influence trusting behavior towards the CTC overall. This paper examines how trust transfers between components of a CTC. Theoretical support is drawn from Trust Transfer Theory, which is extended with Social Exchange Theory (SET). To test hypotheses, a laboratory experiment is conducted featuring a highly realistic CTC. Participants play a game (focal IT) hosted on Facebook (platform IT) in which advertising is embedded (embedded IT), and the unique attitudes towards the separate components in the CTC are explored. We find that participants perceived each component in the CTC separately and the behavior of each component leads to distinct levels of perceived costs and rewards from each component. There is evidence of a transfer of trust from prior known components to the little-known component. Interestingly, trust towards the newest component in the CTC has the greatest influence on trusting behavior which affects the entire CTC. This work offers several theoretical and practical contributions to the study of CTCs and lays the foundation for future work that looks critically into the Blackbox of complex technologies.

Keywords: IT Ecosystem, Platform, Trust, Trust Transfer Theory, Social Exchange Theory, Complex Technology Configuration, Platform IT

Suggested Citation

Agogo, David and Wright, Ryan and Lancelot Miltgen, Caroline and Milne, George R., Trust Transfer in a Complex Technology Configuration (Ctc) (January 1, 2020). Available at SSRN: https://ssrn.com/abstract=3778739 or http://dx.doi.org/10.2139/ssrn.3778739

David Agogo (Contact Author)

Florida International University

Miami, FL 33199
United States

Ryan Wright

University of Virginia - McIntire School of Commerce ( email )

P.O. Box 400173
Charlottesville, VA 22904-4173
United States

Caroline Lancelot Miltgen

Audencia Business School ( email )

8 Road Joneliere
BP 31222
Nantes Cedex 3, 44312
France

George R. Milne

affiliation not provided to SSRN

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