Towards a proactive trust management: the quantification of return on trust

Overview

In today’s highly dynamic markets, companies seek to increase customer trust to gain a competitive advantage based on aspects such as customer engagement, retention, advocacy, and pricing. However, while a large body of trust research exists, little is known regarding the operative return on trust.

The project explores these trust economics to quantify the impact of trust gains to guide organisations and utilise their resources more effectively. In this context, trust-related key performance indicators have to be identified to explore their root causes and influence on the company’s bottom line.

This research initiative is part of the Centre of Future Enterprise's Signature Project 'Agile Trust'.

Research activities

You will be expected to work closely with industry partners using a variety of research methods. This includes:

• quantitative techniques (such as structural equation modelling)
• qualitative approaches (such as content analysis).

Outcomes

This research project will examine the concept of 'return on trust', including its root causes, measures, and monetary implications. The results are expected to guide practitioners in their ambitions to manage trust more effectively.

Scholarships

You may be eligible to apply for a research scholarship.

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Keywords

• Trust

Contact

Contact the supervisor for more information.