Some aspects of trust in service activities

The issue of trust is rarely addressed in the context of service activities. The specificity of services, their diversity and the way they are produced make trust an important determinant of effective and efficient services provision. The simultaneity of production and consumption as well as the lack of transfer of ownership of the service in the process of its production result in the asymmetry of information between the customer and the service provider. Trust based on the perception of integrity and goodwill of the service provider is necessary. Relations between the customer and the employee of the service provider are based on the customer’s trust to the individual skills and competencies of the employee. The features of the service delivery process determine the work design of the service provider based on empowerment replacing direct control with trust-based relationships. Also the type of service, in particular the intensity of contact with the customer and the degree of customisation, determine the strength of trust in relations with customer.