A Critique of Utilitarian Trust: The Case of the Dutch Insurance Sector

The organizational trust literature relies strongly on the notion of trust and trustworthiness as a calculative cause-and-effect relationship aimed at assessing the advantages and disadvantages between two actors. This utilitarian notion of trust has been critiqued by studies that highlight construct inconsistencies related to utilitarian trust, which, it is argued, is deficient, incomplete and misleading. Our empirical study of the Dutch insurance sector identifies and categorizes three process inconsistencies that help to explain why the calculation of trust in a utilitarian sense is seeming... Mehr ...