Trustworthy Service Composition: Challenges and Research Questions

by : Munindar P. Singh

Abstract. 
Web services have been gathering an increasing amount of attention lately. The raison d’etre of Web services is that we compose them to create new services. For Web services to be effectively composed, however, requires that they be trustworthy and in fact be trusted by their users and other collaborating services. In our conceptual scheme, principals interact as autonomous peers to provide services to one another. Trust is captured as a composite relationship between the trusted and the trusting principal. Principals help each other discover and locate trustworthy services and weed out untrustworthy players. The interactions of the principals combined with the needs of different applications induce interesting structures on the network. We apply multiagent systems techniques to model interactions among the principals.
By varying the requirements of different applications, the needs of different principals, the existence of special principals such as trusted authorities, and the mechanisms underlying the interactions, we draw attention to a variety of important settings where Web services would be composed. One, leading to superior methods through which trust can be evolved and managed in realistic servicecomposition settings. Two, studying the relationships between aspects of trust for Web services and the evolution of Web structure.
1 Introduction
The worldwide expansion of the Internet has quantitatively and qualitatively ....

. . . . . . . . . . . . . (baca selengkapnya)

Artikel Lengkap dikompilasi oleh/ HUBUNGI :

Kanaidi, SE., M.Si  (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management,  Praktisi Bisnis)

email : kanaidi@yahoo.com atau kanaidi963@gmail.com atau kanaidi@poltekpos.ac.id

Jln. Sariasih No. 54 BANDUNG 40151

HP. 08122353284 - 087822984716  Telp/Fax. 022-4267749

PIN BBm : 27CBC148      

Facebook : Kanaidi Ken & Kanaidi Ken Part II

-------------------------------------------------------------

Disamping itu, .........MUNGKIN Anda/ teman Anda BUTUH ini?
Kami memiliki beberapa Artikel/Jurnal tentang :

·         Jurnal “ICT” … click di http://ken-ict.blogspot.com/

·         Jurnal “Corporate Image” … click di http://ken-image1.blogspot.com/

·         Jurnal “Customer Value” … click di http://www.ken-value.blogspot.com/

·         Jurnal “Customer Loyalty” … click di http://ken-loyalty.blogspot.com/

·         Jurnal “Brand & Merek” … click di http://ken-merek.blogspot.com/

·         Jurnal “Service Quality” … click di http://ken-servqual1.blogspot.com/

·         Jurnal “MARKETING & BUSINESS” … click di http://ken-promark.blogspot.com/

·         Jurnal “Customer Satisfaction” … click di http://ken-kepuasan.blogspot.com/

·         Jurnal “Personal Selling” … click di http://ken-selling.blogspot.com/

·         Jurnal “Corporate Culture” … click di http://ken-culture.blogspot.com/

·         Jurnal “Customer Relationship Management (CRM)” … click di http://ken-crm.blogspot.com/

·         Jurnal “DELPHI METHOD” … click di http://ken-delphi.blogspot.com/

·         Jurnal “Kewirausahaan (Entrepreneurship)” … click di http://ken-entrepreneurship.blogspot.com/

·         Business Plan dan Marketing Plan… click di http://ken-businessplan.blogspot.com/

·         Artikel “Competitive Strategy” … click di http://ken-persaingan.blogspot.com/

·         Jurnal “Customer Behavior (Perilaku Konsumen)”… click di http://ken-behavior.blogspot.com/

·         Jurnal “LKMS (Lembaga Keuangan Mikro Syariah)”… click di http://lkmsnetkas.blogspot.com/

·         Artikel “Dunia PERIKLANAN” … click di http://ken-iklan.blogspot.com/

·         Artikel “QFD (Quality Function Deployment)” … click di http://ken-qfd.blogspot.com/

·         Artikel “STP (Segmenting, Targeting, & Positioning)”  … click di http://ken-stp.blogspot.com/

·         Jurnal “e-COMMERCE”....click di http://ken-international.blogspot.com/

·         Jurnal “BALANCED SCORECARD”....click di http://ken-keuangan.blogspot.com/

·         Jurnal “MANAJEMEN SDM” .....click di http://ken-msdm.blogspot.com/

·         Jurnal “CUSTOMER TRUST”.....click di  http://www.ken-trust.blogspot.com/

·         Jurnal “Good Corporate Governance (GCG)” … click di http://ken-gcg.blogspot.com/

·         Jurnal “CSR”  … click di http://ken-csr1.blogspot.com/

·         Jurnal “MEREK (Brand)”  … click di http://ken-merek.blogspot.com/

·         Jurnal “PERIKLANAN (Advertising)”  … click di http://ken-iklan.blogspot.com atau di http://ken-iklan1.blogspot.com/ atau di http://ken-iklan2.blogspot.com/ atau di http://ken-iklani.blogspot.com/

·         Jurnal “Manajemen Retail”  … click di http://ken-retail.blogspot.com/

·         Jurnal “Komunikasi Pemasaran Terpadu (IMC)”  … click di http://ken-imc.blogspot.com/

·         Jurnal “Internal Marketing” … click di http://ken-im.blogspot.com/

·         Jurnal “EXPERIENTIAL MARKETING”  … click di http://ken-experiental.blogspot.com/

·         “Peluang BISNIS ONLINE” secara Sederhana……MINAT?... coba lihat (click) dulu di http://formulabisnis.com/?id=ken_kanaidi

. . . . . . . . . . . . . (baca selengkapnya)

Educating customers: its impact on consumer trust and implications for management consulting

by : Andreas B. Eisingerich & Simon J. Bell.

Working Paper Series, 06/2006

ABSTRACT
The effectiveness of increased customer involvement in services selling is to a large extent dependent on the knowledge, expertise, and trust of customers. Successful consultants, therefore, need to be aware of the dynamic relationships between customer education, expertise, and service quality in driving customer trust.
To test this notion, we use data collected from 1268 clients of a global financial services firm. Overall, the present study successfully models the multi- faceted impact of customer education on the service quality trust relationship. Resultant implications point to new business opportunities in an increasingly competitive economic environment and, consequently, are of interest to consultants and researchers alike.
Keywords: Customer Education, Management Consulting, Consumer Trust, Professional
Services, Services Marketing

Service Quality and Consumer Trust

In this study consumer trust is defined as existing when one party has confidence in the exchange partner’s reliability and integrity (Morgan & Hunt, 1994), and as the expectations held by the consumer that the service provider can be relied on to deliver on its promises (Sirdeshmukh, Singh, & Sabol, 2002). This definition spans the two general approaches in the literature viewing trust as a belief or expectation about an exchange partner’s trustworthiness that results from the partner’s expertise or reliability and the conceptualization of trust as a reliance on a partner involving vulnerability and uncertainty on the part of the trustor (Anderson & Weitz, 1990; Moorman, Deshpandé, & Zaltman, 1993).
Trust can be the ‘oxygen’ of intimate, highly successful advisory relationships and, thus, has been of special interest to management consulting (Joni, 2005; May, 2004; Pagano, & Pagano, 2004). Service quality, on the other hand, is frequently defined by its two sub-dimensions (Grönroos, 1983). First, technical quality refers to advisors’ competency in achieving the best return on investment for their clients, at acceptable levels of risk, thus, assisting the clients to achieve their financial goals (Sharma & Patterson, 1999). The technical dimension, however, may not account for clients’ total evaluation of the service interaction. Perceived functional service quality, conceptualized as the courteous, caring and responsive behavior displayed by an adviser, may take on added significance as customers form service judgements based on the evaluation of peripheral rather than core service benefits (Taylor & Miyazaki, 1995).
Accordingly, service providers need to focus customers’ feelings and not just on service outcomes. Glen (2002), for example, argues that most clients complain about the way in which consultants deliver their services, not about technical outcomes. Customers seek effective relationships with professionals who care, listen, and relate to their ideas, feelings, and concerns (Pagano & Pagano, 2004; Sheth & Sobel, 2002; Weisinger, 1998).

Artikel lengkap dikompilasi oleh/hubungi :

Kanaidi, SE., M.Si (Penulis, Peneliti, PeBisnis, Trainer dan Dosen Marketing Management). Begitu juga bagi teman-teman yang Artikelnya akan dimuat pada Jurnal tersebut, e-mail ke : kana_ati@yahoo.com atau kanaidi@poltekpos.ac.id

Related Posting :

• Jurnal Business & Marketing
• Jurnal Manajemen Sdm
• Daftar-Judul-Hasil-PENELITIAN-Relevan
• Jurnal Kualitas Jasa (Servqual)
• Jurnal Loyalitas Pelanggan (Loyalty)
• Jurnal Corporate Image

The Defensive Consumer: Advertising Deception, Defensive Processing, and Distrust

by : PETER R. DARKE & ROBIN J. B. RITCHIE

Published by : Journal of Marketing Research

The authors show that deceptive advertising engenders distrust, which negatively impacts response to subsequent advertising from both the same source and second-party sources. This negative bias operates through a process of defensive stereotyping, wherein the initial deception induces negative beliefs about advertising and marketing in general, thereby undermining the credibility of further advertising. Implications are discussed.
Consider the following examples: An advertisement for a photo finishing service displays a well-known brand of film paper, but when the photos are ordered they are actually printed on an inferior brand. A consumer reads an ad for a discount offer on computer printers, but on visiting the store finds the ad failed to mention that the printers were refurbished. A car dealership ad claims that a particular vehicle is “well equipped, lots of options,” but consumers who consult automotive magazines discover that it is actually a base model with only standard features.
These are all examples of consumer complaints made to the industry regulatory agency Advertising Standards (www.adstandards.com). Our research investigates the impact that such forms of advertising deception have on consumer responses to subsequent advertising claims.
We propose that advertising deception leads consumers to become defensive in the sense that they become broadly distrustful of further advertising claims. A series of studies shows that advertising deception produces a negative bias in attitudes towards subsequent ads. This bias not only applied to the original source of deception, but generalized from one advertiser to the next, across different geographical regions, different kinds of products, and different types of claims. These generalized effects occurred because advertising deception activated negative stereotypes about advertising and marketing in general. The main implication of our work is that deceptive advertising can seriously undermine the general effectiveness of advertising

communication by making consumers defensive, and should therefore be of concern to all advertisers. Even advertisers who had superior products proved to be vulnerable to these effects. Strategies for reducing the occurrence of misleading advertising and dealing with defensive consumers are offered.. . . . . . . . . . . . . (baca selengkapnya)

Artikel Lengkap dikompilasi oleh/ HUBUNGI :

Kanaidi, SE., M.Si  (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management,  Praktisi Bisnis)

email : kanaidi@yahoo.com atau kanaidi963@gmail.com atau kanaidi@poltekpos.ac.id

Jln. Sariasih No. 54 BANDUNG 40151

HP. 08122353284 - 087822984716  Telp/Fax. 022-4267749

PIN BBm : 27CBC148      

Facebook : Kanaidi Ken & Kanaidi Ken Part II

-------------------------------------------------------------

Disamping itu, .........MUNGKIN Anda/ teman Anda BUTUH ini?
Kami memiliki beberapa Artikel/Jurnal tentang :

·         Jurnal “ICT” … click di http://ken-ict.blogspot.com/

·         Jurnal “Corporate Image” … click di http://ken-image1.blogspot.com/

·         Jurnal “Customer Value” … click di http://www.ken-value.blogspot.com/

·         Jurnal “Customer Loyalty” … click di http://ken-loyalty.blogspot.com/

·         Jurnal “Brand & Merek” … click di http://ken-merek.blogspot.com/

·         Jurnal “Service Quality” … click di http://ken-servqual1.blogspot.com/

·         Jurnal “MARKETING & BUSINESS” … click di http://ken-promark.blogspot.com/

·         Jurnal “Customer Satisfaction” … click di http://ken-kepuasan.blogspot.com/

·         Jurnal “Personal Selling” … click di http://ken-selling.blogspot.com/

·         Jurnal “Corporate Culture” … click di http://ken-culture.blogspot.com/

·         Jurnal “Customer Relationship Management (CRM)” … click di http://ken-crm.blogspot.com/

·         Jurnal “DELPHI METHOD” … click di http://ken-delphi.blogspot.com/

·         Jurnal “Kewirausahaan (Entrepreneurship)” … click di http://ken-entrepreneurship.blogspot.com/

·         Business Plan dan Marketing Plan… click di http://ken-businessplan.blogspot.com/

·         Artikel “Competitive Strategy” … click di http://ken-persaingan.blogspot.com/

·         Jurnal “Customer Behavior (Perilaku Konsumen)”… click di http://ken-behavior.blogspot.com/

·         Jurnal “LKMS (Lembaga Keuangan Mikro Syariah)”… click di http://lkmsnetkas.blogspot.com/

·         Artikel “Dunia PERIKLANAN” … click di http://ken-iklan.blogspot.com/

·         Artikel “QFD (Quality Function Deployment)” … click di http://ken-qfd.blogspot.com/

·         Artikel “STP (Segmenting, Targeting, & Positioning)”  … click di http://ken-stp.blogspot.com/

·         Jurnal “e-COMMERCE”....click di http://ken-international.blogspot.com/

·         Jurnal “BALANCED SCORECARD”....click di http://ken-keuangan.blogspot.com/

·         Jurnal “MANAJEMEN SDM” .....click di http://ken-msdm.blogspot.com/

·         Jurnal “CUSTOMER TRUST”.....click di  http://www.ken-trust.blogspot.com/

·         Jurnal “Good Corporate Governance (GCG)” … click di http://ken-gcg.blogspot.com/

·         Jurnal “CSR”  … click di http://ken-csr1.blogspot.com/

·         Jurnal “MEREK (Brand)”  … click di http://ken-merek.blogspot.com/

·         Jurnal “PERIKLANAN (Advertising)”  … click di http://ken-iklan.blogspot.com atau di http://ken-iklan1.blogspot.com/ atau di http://ken-iklan2.blogspot.com/ atau di http://ken-iklani.blogspot.com/

·         Jurnal “Manajemen Retail”  … click di http://ken-retail.blogspot.com/

·         Jurnal “Komunikasi Pemasaran Terpadu (IMC)”  … click di http://ken-imc.blogspot.com/

·         Jurnal “Internal Marketing” … click di http://ken-im.blogspot.com/

·         Jurnal “EXPERIENTIAL MARKETING”  … click di http://ken-experiental.blogspot.com/

·         “Peluang BISNIS ONLINE” secara Sederhana……MINAT?... coba lihat (click) dulu di http://formulabisnis.com/?id=ken_kanaidi

. . . . . . . . . . . . . (baca selengkapnya)