How the packaging of decision explanations affects perceptions of trustworthiness

• 成果类型: Article
• 署名作者: Elsbach, KD; Elofson, G
• 署名单位: University of California System; University of California Davis; Fordham University
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/1556387
• 发表日期: 2000
• 页码: 80-89
• 关键词: ORGANIZATIONAL LEGITIMACY; Impression management; COMMUNICATION; trust; accounts; BEHAVIOR; exchange

摘要

We used an experimental vignette to examine how two aspects of a decision explanation's packaging-its language and labeling of the decision process-affected perceptions of a decision maker's competency-based trustworthiness. These perceptions were higher when either easy-to-understand language or a legitimating decision process label was present than when both hard-to-understand language and no decision process label were present. These findings suggest that peripheral cues related to decision explanations' packaging may play an important role in improving perceptions of trustworthiness.