Exploring trust in flexible working using a new model

Information technology (IT) facilitates novel forms of communication between individuals and organizations, thus supporting new flexible work patterns and making organizational boundaries more permeable. In general, this increases the physical and cultural distances both within and between organizations choosing to work together. In all of these situations, trust is a critical part of the process by which relationships develop. This paper presents a model of the trust development process called the ABC Trust Model. It is based on a synthesis of the management and information systems literature. The model is illustrated by applying it to a case example of remote working between individuals within an organization. It is also demonstrated that the ABC Trust Model can be applied more generally to the fostering of co-operative relationships between both individuals and organizations that are supported by shared information systems. It is therefore of value to researchers investigating trust and also to managers involved in the design and implementation of IT-based co-operative relationships. The implications for new information systems design are discussed and opportunities for future research are outlined.