Does Trust Improve Business Performance?*

Mari Sako

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Quality and Supply Management Customer Service Quality and Loyalty Outsourcing and Supply Chain Management

Abstract

Abstract Does trust improve business performance? And if so, how can trust be created in business where there is none? These are the two questions which this chapter addresses. The main aim of the chapter is to evaluate various theories which touch on the causes and outcomes of trust, and to provide empirical tests of those theories using a large-scale survey of automotive parts suppliers in the United States, Europe, and Japan.

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References

1981The Evolution of Cooperation 1995DOES FAMILIARITY BREED TRUST? THE IMPLICATIONS OF REPEATED TIES FOR CONTRACTUAL CHOICE IN ALLIANCES.1990Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationships 1982Gifts and Exchanges 1989Manufacturer-supplier relationships in Japan and the concept of relation-specific skill

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