Open Universiteit

Please use this identifier to cite or link to this item: http://hdl.handle.net/1820/5901
Title: Ontwikkeling van vertrouwen in shared service centers
Authors: Nuil van, A
Keywords: shared service center
ssc
trust
thin trust
thick trust
control
Issue Date: 1-Sep-2014
Publisher: Open Universiteit Nederland
Abstract: The majority of local governments in the Netherlands somehow take part in shared service centers. It is therefore important that those governments have trust in the shared service centers. This is comparable to a partnership of companies and joint ventures, where trust among partners in the relationship is also necessary. Having trust in a partner implies that it is assumed that the partner will refrain from opportunistic behavior and that his actions will be guided not only by his own interests, but also by the interests of the partner. Despite governments structures it is never one hundred percent sure that the partner can be fully trusted and so there will always be an uncertainty or a social dilemma. Two kinds of trust are distinguished. Thin trust is based on formal management mechanisms in a control structure and is actually a compensation for negative expectations. Thick trust is largely based on relational signals and is based on positive expectations. The development of thin trust and thick trust can be seen as a sequential development or as a parallel development. The idea that thick trust and thin trust mutually influence each other, need each other and being intertwined is widely accepted in scientific reviews on management and control. Thick trust can not exist if there is no thin trust. Furthermore, control activities lead to thin trust and also to thick trust. Control, thin trust and thick trust are intermingled and intertwined. The central question in this Master of Science thesis is how trust develops and is related to control within shared service centers of Dutch municipalities and water boards. Within shared service centers of Dutch municipalities and water boards trust develops in the same way as it does in other interfirm relationships. Besides, in those shared service centers transparency is needed as well as ensuring compliance with the principles of a democratic nation. Trust increases as a partner succeeds in a good way to do what he should do and shows that he now and in the near future has the competences and the intentions to do the work, not only for his own sake, but also regarding and respecting the interests of the partners. Unlike interfirm relationships with equal partners and joint ventures, in a shared service center there is a unidirectional way regarding the need for trust. Trust from the participants in the shared service center is essential, but there is no need for trust among the participants themselves.
URI: http://hdl.handle.net/1820/5901
Appears in Collections:MSc Management Science

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