Determinants of consumers' perceived trust in IT-ecosystems

Abstract

Digital ecosystems, or IT-ecosystems (ITEs), are composed of multiple and independent entities such as individuals, organizations, services, software, and applications. Together, these elements create a number of new independent systems that operate and communicate with their own infrastructure (man to machine; machine to machine; person to person), sharing one or several missions. A better understanding of how ITEs and their interconnected components create benefits and added value for different types of consumers is of particular importance to the establishment of digital environments and to managing their resources. Considering different components of perceived trust in ITEs, we rely in this paper on a multi-dimensional framework of trust effects that includes system-centric as well as user-centric determinants of trust. Based on our conceptual model, we develop two sets of propositions. The first ones address technological drivers of trust in ITEs, whereas the second set of propositions considers individual as well as social drivers of trust. The model and propositions are discussed with reference to preliminary empirical results as well as to future research steps and business implications.