• The Journal of Information Systems
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• v.19 no.3
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• pp.13-34
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• 2010

As consumers participate in sharing their experiences, they become a powerful information source in online shopping malls. Previous studies have investigated information service in the company-created information perspective and trust in the company perspective. This study extends the perspective of company-consumers to consumers-consumer perspective in information satisfaction and trust. Also, this study suggests loyalty as voluntary behaviors and adds helping behavior to the loyalty. Our results show that information satisfactions influence trust in the information sources such as company and consumers. Moreover, trust in company and trust in consumers influence loyalty differently. While trust in company influences recommending stronger than trust in consumers, trust in consumers influence helping and repurchasing stronger than trust in company.

• Korean Management Science Review
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• v.31 no.4
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• pp.117-134
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• 2014

Today the concept of corporate social responsibility has become an essential element for coexistence of corporations and the society. In this study the impact of four responsibilities of business organizations proposed by Archie Carroll (economic, legal, ethical, and discretionary) on customer loyalty through the mediating effect of trust and company-consumer identification is analyzed. A questionnaire survey was conducted for four well-known Korean companies (Dong Suh Food, LG Household and Health Care, Samsung Electronics, and Hyundai Motor). After factor analysis, legal and ethical responsibilities were grouped as the same factor, thus three social responsibilities were finally used for hypotheses testing. Major findings were as follows: First, economic responsibilities had positive impact on honesty trust, professionalism trust, favorableness trust, and company-consumer identification, Second, legal/ethical responsibilities were found to have significant effects on honesty trust, favorableness trust, and company-consumer identification. Third, in the case of discretionary responsibilities, professionalism trust, favorableness trust, and company-consumer identification were revealed to have a significant positive relationship. Fourth, only two trust variables (honesty and professionalism) and company-consumer identification had positive influence on the loyalty of customers. These findings are expected to help decision makers to set up corporate objectives and choose action items for corporate social responsibility. At the last part, implications of the study and future research directions were discussed.

• Journal of Global Scholars of Marketing Science
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• v.18 no.1
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• pp.1-31
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• 2008

Trust is central to human relationships, at all times and places. The importance of trust is fundamental in all areas of human life, not only in the area of business administration. 2,500 years ago in China, Confucius taught that the foundation of politics was the trust of the people, more important even than military strength or the supply of food. Shakespeare's play, "Much Ado about Nothing' is about trust and deception. These days, trust and transparency in a commercial organization's business culture form the basis of the 'social capital' by which that organization increases its productivity. A successful company raises productivity by the accumulation of social capital, derived from a trust relationship between business partners, and between the company and consumers. Trust is the crucial factor. At the national level, building trust determines a nation's competitiveness. For a company, long term trust relationships with customers are essential for its survival in a business environment of rapid change. Such relationships, based on trust, are important assets to ensure a company's competitive advantage, and need to be organic to that company's business culture. Because of this importance, trust relationships have been studied in diverse areas within business administration, and especially within marketing, where they form the basis of a successful relationship between producer and consumer. However, what has been lacking is a unified definition of trust. Research has been conducted on the basis of various definitions and models. The majority of researchers have not considered the multidimensional character of the concept of trust until now. Approaches based on a one dimensional model have undermined the value of research results. Furthermore, researchers have only considered trust and trustworthiness as a single component. The majority of research has explored the consequences of perceived trust for outcomes such as loyalty or cooperation, but has neglected the effects of trustworthiness upon the mechanisms of consumer trust. This study focuses on the dimension of trust from such a perspective. It seeks to verify the effect of trust on customer intentions by breaking it down into three separate components: 1) the salesperson, 2) the product/service, and 3) the company. The purposes of this paper are as follows: Firstly, we review the multidimensional nature of trust objects: the salesperson, the product/service, and the company. Secondly, we analyze the relationship between multidimensional trust and trustworthiness. Thirdly, we analyze the connection between trust and repeat purchase intentions for the maintenance of long term relationships. For these purposes the author has developed several hypotheses as follows: H1-1: The competence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H1-2: The benevolence of a salesperson is positively associated with the trust given by the consumer to the salesperson. H2-1: The competence of product/service is positively associated with the trust given by the consumer to the product/service. H2-2: The benevolence of product/service is positively associated with the trust given by the consumer to the product/service. H3-1: The reputation of a company is positively associated with the trust given by the consumer to the company. H3-2: The physical environment of a company is positively associated with the trust given by the consumer to the company. H4-1: Trust in a salesperson is positively associated with repeat purchase intentions. H4-2: Trust in a product/service is positively associated with repeat purchase intentions. H4-3: Trust in a company is positively associated with repeat purchase intentions. The data was compiled from 366 questionnaires. 500 questionnaires were collected, but some of the data was considered unsuitable and inappropriate. The subjects of the survey were male and female customers purchasing products at department stores in Seoul, Daegu and Gyeongbuk. It was carried out between Oct. 25 and 29, 2007. The data was analyzed by frequency analysis using SPSS 12.0 and structural equation modeling using LISREL 8.7. The result of the overall model analysis is as follows: Chi-Square=445.497, d.f.=185, p-value=0.0, GFI=.901, RMSEA=.0617, NNFI=.986, NFI=.981, CFI=.989, AGFI=.864, RMR=.0872. The results of the overall model analysis were coherent. It was found that trust is a multi-dimensional construct, that each of the dimensions of trust are meaningful influences on customer's repurchase intention. Trust in a company may be the most relevant, while trust in a product/service and a salesperson may be less relevant to repurchase intentions. The effective factors in determining trust in a salesperson and a company's product/service were found to be competence and benevolence. Factors in determining trust in a company were its reputation and physical environment, and the relationship of each effective trust factor has been verified in this research. As a result, it was found that competence and benevolence have a meaningful influence on trust in a salesperson and in product/service. It was also found that a company's reputation influences the overall trust in the company significantly but a company's physical environment does not have much effect.

• The Journal of the Korea Contents Association
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• v.12 no.9
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• pp.468-478
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• 2012

It is essential to have a trust with customer, especially in the airline context which provide the best service and movement to particular destinations. However, previous researches were performed only within restricted variables regarding this topic. Thus the purpose of this research was to investigate the relationship among trust's antecedents, trust and loyalty. A convenience sample of 298 travelers from airline customers was surveyed and 286 usable questionnaires were analyzed. According to the literature review, trust's antecedents were divided into the following variables: 'competence', 'benevolence' and 'problem solving ability'. Trust objects were divided into 'company trust' and 'front line service employee(FLSE) trust' accordingly. The findings of the study are as follows. First, company trust's antecedents which are 'competence', 'benevolence' and 'problem solving ability' yielded positive effects on company trust. Specifically, 'competence' has the strongest influence among variables. Second, as far as FLSE trust's antecedents are concerned, only 'competence' and 'problem solving ability' have positive effects on FLSE trust. Third, both company trust and FLSE trust influenced each other. Lastly, both company trust and FLSE trust have positive effects on loyalty.

• Journal of Global Scholars of Marketing Science
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• v.17 no.3
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• pp.21-37
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• 2007

This research investigates relationships between a company's corporate image and consumer attitudes toward brands in the company. It also examines the fit between a company and its individual products and consumer-company identification as intervening variables between the relationships. Data for this research were collected from 347 undergraduate students through a survey. They were asked to provide their perceptions on two brands for each of 8 large Korean companies. The results indicate that corporate image directly influences brand trust, whereas it does not affect brand trust indirectly, through company-product fit. Also, the results indicate that corporate image does not directly influence brand affect, whereas it does influence brand affect indirectly, through consumer-company identification.

• Journal of the Korean Society of Safety
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• v.32 no.5
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• pp.76-87
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• 2017

This study examined the role of safety climate, organizational trust, job satisfaction, and organizational commitment. In addition, the study verified the mediating effect of organizational trust between safety climate, and job satisfaction and organizational commitment. Targeting population were the workers in the manufacturing sector. First, it was figured out that employees' recognition of organizations' safety climate has an effect positively on both job satisfaction and organizational commitment. Second, it turns out that individuals' safety awareness has a positive effect on the both job satisfaction and organizational commitment. Third, it was figured out that organizational trust plays a role as mediation when employees' recognition of organizations' safety climate has an effect positively on both job satisfaction and organizational commitment. Fourth, the result revealed that foreign investment company moderated the relationship between safety climate and organizational climate. Fifth, organizational trust mediates the relationship that the individuals' safety awareness are positively affected on the both job satisfaction and organizational commitment. Finally, The results of four hypotheses using intermediary variable in which organizational trust mediates the relationship between the safety climate and "work attitude" such as job satisfaction and organization commitment demonstrate significance of trust in organization in connecting safety climate and work attitude. Therefore, when trust in organization is enhanced, work attitude such as job satisfaction and organizational commitment could be improved.

• Journal of Information Technology Applications and Management
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• v.24 no.2
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• pp.25-37
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• 2017

The aim of this study is to analyze the effect of the growing activities of large purchasing enterprises on the trust of small and medium size contractors, which is mediated by 'purchase accompany activity'. This subject study includes the first and second contractor companies in Korea. The results of this study are as follow. First, the knowledge and cost price sharing activities of major purchase vendor with cooperative company had a positive effect on the trust of cooperative company, however this was not so with the information sharing activities in that case. Second, the trust of contractors on large purchasing enterprises was positively influenced by sharing activities with purchasing activities of major company. Third, the knowledge and cost price sharing activities of purchasing enterprise with contractors on the sharing activities were mediated by the trust of contracting company on the large purchase enterprise. According to this study, the mediated effect of trust relationship can influence a contracting company. Whereas preceding studies of sharing activities were conducted about unidirectional instruct of large purchase enterprises to small and medium size contracting companies, this study was conducted on bidirectional effects, which included knowledge, cost price, information sharing activities between contracting companies and large purchasing enterprises. Conclusively, this study showed the possibility of spreading cognitive and change about mutual benefits strategy between small and medium size contracting company and large purchasing enterprise.

• Journal of Korea Society of Digital Industry and Information Management
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• v.15 no.3
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• pp.207-223
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• 2019

This study aims to explore the casual relation between construction company employees' Self-Leadership and two variables: Organization Citizenship Behaviour and Organizational Trust through Psychology Empowerment. To explain in details, this study examines how the independent variable, Self Leadership, with its behavior-focused, natural reward and constructive thought pattern strategies, affects the dependent variable, Organization Citizenship Behavior and Organizational Trust through the intervening variable, Psychology Empowerment. A survey was conducted on current employees of construction companies in metropolitan areas to empirically examine the research model. The result of study hypothesis on Self-Leadership is as follows; first, Self-Leadership showed a positive effect on Psychology Empowerment, Organization Citizenship Behaviour and Organizational Trust. Second, Psychology Empowerment showed a positive effect on Organization Citizenship Behaviour. Third, Psychology Empowerment showed a positive effect on Organizational Trust. The capacity of individuals is critical when it comes to competitiveness of construction companies. When employees willingly participate in building trust within the company, the work place will become more and more constructive; based on trust, efficiency will increase because people from different processes can work together and performance will also improve even when project managers are absent because others could help their role instead, thus driving more efficient human resource management to the company. To conclude, a company's vision can be spread wide and far when their employees engage themselves in Learning Organization with Self Leadership. They will also be satisfied with their work through improving interpersonal relationship at work.

• Management & Information Systems Review
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• v.33 no.2
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• pp.1-12
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• 2014

The purpose of this study is to examine the the effect of organizational reputation on company commitment, turnover intention and the moderating effect of employer trust. Despite the progress of organizational reputation studies, There is a shortage of employee-perspective studies. This study considered the limitation of previous study and the help to the company. This study built a exploratory model that there is causal relationship of organizational reputatio to company commitment, turnover intention and the moderating effect of employer trust on the effect of company commitment, and turnover intention. To test hypotheses empirically, the data was collected from 239 iron and steel company's workers in Po-hang. The study showed following results. First organizational reputation had the effect on the company commitment and turnover intention significantly. a positve reputation in an organization is associate with commitment and negative reputation in an organization is associate with turnover. Second perceived employer trust played the role as the moderating variable in relation with the effect of reputation on the company commitment. The implication of these results to the union and the company, the limitation and the direction of future study were suggested.

• Journal of Service Research and Studies
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• v.8 no.1
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• pp.123-143
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• 2018

This research examines empirically the causal relationship among service quality, CSR, trust, customer-company identification(=CCID), customer's behavioral intention as well as the mediating effect of trust and CCID on the relationship between service quality, CSR and customer's behavioral intention in insurance industry. With this background, this study conducted a statistical analysis based on survey data collected from insurance customers. The result of this empirical study is as follows. First, insurance company's CSR activity has a positive impact on customer's trust and customer-company Identification( =CCID). Second, both customer's trust and CCID have positive and significant effect on customer's behavioral intention. Third, we also find that both trust and CCID has a mediating effect on the relationship between service quality, CSR and customer's behavioral intention. This research shows that CSR activity of insurance company can enhance both customer's trust and CCID, in turn, when CSR activity and service quality is mediated by customer's trust and customer-company identification, it could be linked to customer's behavioral intention such as repurchasing, positive WOM(=word of mouth). This study is likely to contribute to CSR and service marketing research of insurance company.