Trust between business firms: Issues on collaboration, development of trust and firm-level dynamic capabilities

摘要

Purpose - The purpose of this paper is to show that conceptualizing trust and dynamic capabilities directly impact on performance by reducing risk and complexity when delivering services in a close relationship. Design/methodology/approach - The paper examines recent literature on trust and dynamic capabilities and links to the customer concept used in the marketing management theory. Findings - The literature review shows that trust focuses on firm expertise, trustworthiness and likeability by highlighting the significance of full and honest information and the exchange of information between relationship partners. Practical implications - The implication for management is that strategies of trust and dynamic capabilities point on reducing risk and complexity by driving transparency of information and reducing costs when monitoring and controlling services. Performance is directed by the degree of trust between the service supplier and customer. Originality/value - The paper adds to the discussion on the relation between trust, dynamic capabilities and performance in the business service industry. The paper demonstrates the significance of information exchange and coordination when establishing trust to drive performance in business relations and linkages to customers.