Factors of trust and trust deterioration in supplier-buyer relationships : A view of the German automotive and aerospace industry

Sammanfattning: Trust is an integral part in a supplier-buyer relationship. Especially in highly technological industries like the automotive- and aerospace industry this topic is of great importance. However, in contrast to the factors affecting the trust building process, which are researched very well, trust deterioration, its indicators, and counteractions to prevent trust deterioration were overlooked so far. The purpose of this study is to categorize different factors for trust as well as to contribute knowledge to trust deterioration by finding indicators and counteractions to prevent this. The study is partly based on the model of perceived trustworthiness and its three dimensions by Mayer, Davis and Schoorman (1995). One aim of this thesis is to proof if all three dimensions still fit within both industries. Furthermore, a deductive research approach was used in order to research the suppliers’ perspective in both industries regarding trust and indicators as well as counteractions of trust deterioration. Our findings show that the dimensions’ ability and integrity from Mayer, Davis and Schoorman (1995) are still important to build trust. Furthermore, the study contributes to the not existing research by exploring several indicators of trust deterioration as well as highlighting three counteractions to prevent trust deterioration. Consequently, a trust deterioration framework is given to show the general connection between trust and indicators as well as counteraction of trust deterioration.