Alle Publikationen
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2016
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(2016): Normality and Trust in Goffman's Theory of Interaction Order. In: Sociological Theory 19 (3), S. 312-324. DOI: 10.1111/0735-2751.00143
Abstract: The article asserts that Goffman's concept of normality comes close to the notion of trust as a protective mechanism that prevents chaos and disorder by providing us with feelings of safety, certainty, and familiarity. Arguing that to account for the tendency of social order to be seen as normal we need to conceptualize trust as the routine background of everyday interaction, the article analyzes Goffmans concepts of normal appearances, stigma, and frames as devices for endowing social order with predictability, reliability, and legibility. For Goffman, normality is a collective achievement, which is possible because of the orderliness of interactional activities, which is-in turn-predicated "on a large base of shared cognitive presuppositions, if not normative ones, and self-sustained restraints".
Keywords: Anerkennung und kollektive Intentionalität, Disziplin, Erwartungen, erwartungen und Erwartungserwartungen, familiarity, Frame theory, Frameanalysis Rahmenanalyse Framing, Goffman, Interaktion, kollektive Intentionalität, Natur & Genese von Normen, Soziale Ordnung, Soziologie, Theorie der Normen und Kollektive Repräsentationen (Durkheim), Theory of interaction (Goffman), Vertrauen 2014
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(2014): Believing on trust. In: Synthese 191 (9), S. 2009-2028. DOI: 10.1007/s11229-013-0376-z
Abstract: The aim of the paper is to propose a way in which believing on trust can ground doxastic justification and knowledge. My focus will be the notion of trust that plays the role depicted by such cases as concerned Hardwig (J Philos 82:335-49, 1985; J Philos 88:693-708, 1991) in his early papers, papers that are often referenced in recent debates in social epistemology. My primary aim is not exegetical, but since it sometimes not so clear what Hardwig's claims are, I offer some remarks of interpretation that might be of interest. The main purpose of the paper, however, is this: following various cues in Hardwig's writing, I specify certain epistemic properties of agents in social systems, such that, roughly speaking, for agents to know (or be justified in believing) what the 'system knows', social relations of epistemic trust between agents in the system are necessary. I will suggest that we can view this social form of epistemic trust as non-inferential dispositions to believe what some individual or other source of information asserts or transmits. When this disposition is discriminating and defeater-sensitive, it can ground knowledge and justification. Or, more cautiously, we should be sympathetic to this view if we are inclined to accept the core insight of process reliabilism. Finally, I will offer some remarks about how epistemic trust and epistemic reasons may relate on this picture.
Keywords: Agenten-Überzeugung, Annahmen, Disziplin, Epistemische Logik/Modallogik/Doxastische Logik/Wissenslogik, Intellektualtechnik, Kogn. Architektur, kognitive Architekturen, Künstliche Intelligenz, Mensch-Technik-Relationen (MTR), Philosophie, Realtechnik, social systems, Sozialverstehen, Technik, Trust, Überzeugung, Vertrauen 2013
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(2013): The influence of familiarity, trust and norms of reciprocity on an experienced sense of community. An empirical analysis based on social online services. In: Behaviour & Information Technology 34 (4), S. 392-412. DOI: 10.1080/0144929X.2014.959455
Abstract: The growing use of social online services raises the question of what encourages members to participate actively and maintain accumulated social capital. Our research has particularly become aware of the relevance of familiarity, trust and reciprocity in understanding the members' sense of a virtual community (VC). Familiarity and trust are efficient criteria to assess and determine the extent to which one should engage in a virtual relationship. Furthermore, the effort of sharing experiences and knowledge must be based on the expectation of receiving certain returns. A structural equation modelling, specifically partial least squares, is proposed to assess the relationships between the constructs. Overall, the empirical results provided strong support for the hypotheses. Familiarity and trust lead the member to develop a growing perceived community support (PCS) and significantly influence the sense of a VC. Norms of reciprocity directly influence affective trust and PCS. Higher familiarity does not moderate the impact of affective trust on PCS, however. The results of this study could thus help social online service providers to create a successful business model and to determine the main drivers of the members' sense of a VC.
2009
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(2009): Determining the relative importance of critical factors in delivering service quality of banks. In: Managing Service Quality: An International Journal 19 (2), S. 211-228. DOI: 10.1108/09604520910943198
Abstract: Purpose - The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re-examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance analysis is used to measure the relative importance of each critical factor in closing up overall service quality gap of banks. Design/methodology/approach - The sample consists of 308 bank customers from different parts of Malaysia. The data were collected by using a structured questionnaire, which consists of three parts. Part 1 deals with consumers' usage of banking channels and their banking behavior. Part 2 contains 26 statements related to service quality dimensions based on past literatures. Finally, Part 3 contains the questions related to the socio-demographic profiles of respondents. Findings - The modified SERVQUAL model consists of four critical factors (dimensions) as detected by factor analysis. They are: tangibility, reliability, competence and convenience. The results reveal that there are significant differences between the respondents' expectation and their perceptions. Among the four dimensions tested, tangibility has the smallest gap whereas convenience has the largest gap. The application of dominance analysis indicates that competence and convenience together can help to reduce the SERVQUAL gap as much as 76 per cent. The banking sector needs to become more competent by being more responsive and fulfilling the assurance of the customers and providing the banking facilities more conveniently. Originality/value - The paper shows that hardly any work has been conducted which applies the dominance analysis approach in SERVQUAL dimensions to determine the relative importance of the critical factors in closing the overall service quality gap. Measuring the relative importance of service quality dimensions consistently will provide insights to the banks as to what areas need to be emphasized in order to retain their customers and attract new ones. It provides the guidelines for the banks to develop proper strategies and react faster to the changes of customers' banking behavior.
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(2009): Vertrauen. Ein Mechanismus der Reduktion sozialer Komplexität. 4. Aufl., Nachdr. Stuttgart: Lucius & Lucius (UTB für Wissenschaft Soziologie fachübergreifend)
2008
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(2008): The beautiful in the commonplace. In: European Journal of Cultural Studies 11 (1), S. 83-100. DOI: 10.1177/1367549407084965
Abstract: During fieldwork in a rehabilitation institution for drug abusers, I(1) became aware that certain, apparently commonplace, informal interaction situations between residents and staff appeared to constitute emotionally moving and identity-constructing situations which apparently had a great impact on the residents. These situations seem, on the surface, to be trivial, minor, superficial and very common. Still, and perhaps because of their 'smallness', they show qualities that suggest authentic interaction, immediate and unfeigned, by participants. This article draws upon an analysis of what I have called 'love-bearing interaction situations' (Skatvedt, 2001) and connects this with theoretical insights drawn from the work of Erving Goffman and Johan Asplund, and from Howard Becker's labelling theory.(2) Of particular interest is a notion touched upon by Goffman, namely, the expression of love in commonplace interaction.
Keywords: Alltag, compassion, Disziplin, Goffman, Soziale Integration, INTEGRATION, Interaktion, Kooperation, Liebe, Observablen/Kriterien für sozial angemessenes Verhalten und dessen Bewertung, Pathologie, Philosophie, realness, Vertrauen, Voraussetzungen für sozial angemessenes Verhalten, Zuneigung 2004
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(2004): Trust and etiquette in high-criticality automated systems. In: Communications of the ACM 47 (4), S. 51-55. DOI: 10.1145/975817.975844
Abstract: Whereas the other articles in this section discuss human-computer etiquette in traditional social interactions involving the use of computers that explicitly strive to elicit a perception of "personhood" from the human participant, we focus on computers that occupy more traditional roles as complex and largely unpersonified machines involved in high-criticality working relationships with humans—where the consequences of failure can be catastrophic in terms of lives, money, or both. Politeness and social niceties are important in many human-human social interactions, but in critical, highly technical work, there is the common misperception that we can "dispense with protocol" and get down to business, even with those who are not particularly courteous. In fact, excessive adherence to polite norms can seem stilted and sometimes frustrating in such settings. Here, we argue the etiquette exhibited1 by non-personified machines (that is, ones largely without human methods of expressiveness such as facial expressions, speech, voice tones, and gestures) and computer-based automation can profoundly affect users' perception and correct, optimal usage of them in work domains such as aviation, manufacturing, and power plant operation, among others. A primary candidate for a mechanism through which machine etiquette can influence usage is user trust [2, 6]. Trust influences when and whether users decide to use automation, and can therefore seriously affect the overall human + machine system reliability, efficiency, and safety.
Keywords: Automatisierung, Design, doppelter Treffer, Etikette, Etiquette, Human-Computer Etiquette, Interaktionspartner, Mensch oder Maschine, Mensch-Technik-Relationen (MTR), Mensch-Technische Systeme, Modelle/Theorien, Realtechnik, Sozial Intelligente Agenten, Soziale Angemessenheit, Soziale Robotik, Soziosensitive Systeme, special issue, Technik, Vertrauen, Vertrauenswürdigkeit einer Maschine, Volltreffer 1998
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(1998) : Vertrauen in modernen Gesellschaften In: Metze, Regina; Mühler, Kurt; Opp, Karl-Dieter (Hg.): Der Transformationsprozess: Leipzig: Universitätsverlag, S. 91-129Keywords: Vertrauen
1994
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(1994): Zur Eigendynamik sozialer Probleme. In: Soziale Probleme 5 (1/2), S. 144-167
1992
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(1992): Training of social competence - Inidividual case analysis of behavior and urine cortisol-levels. In: ZEITSCHRIFT FUR KLINISCHE PSYCHOLOGIE PSYCHIATRIE UND PSYCHOTHERAPIE 40 (2), S. 179-194
Abstract: The aim of this study is to control the effectiveness of a training in social competence within the framework of a stationary therapy by means of observable behavior and to regard the course of salivary-serum- and urine cortisol in parallel with expected changes in behavior. The behavior assessment showed, that apart from anxiety and a deficiency in social competence, lack of trust and helplessness were essential variables (symptoms). Against the theoretical background of contemporary research in trust and helplessness it was tried to find relations between these factors and to show up relevance for therapy in the case in point. Guided by hypotheses the effects of training and therapy are verified by systematic observation of behavior as well as a significant change of the salivary cortisol values. The development of the therapy and the graphic similarity between the sequence of urine cortisol and the formalised Wortman-Dintzer-Model suggest a corresponding interpretation reservedly. In parallel with Seligman's theories the process could refer to psychophysiological connections between helpless behavior and urine cortisol.
1968
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(1968): The Etiquette of Bargaining in the Middle East. In: American Anthropologist 70 (4), S. 698-706. DOI: 10.1525/aa.1968.70.4.02a00020
Abstract: Bargaining takes place in free markets, as in the sûqs of the Middle East, where prices fluctuate and where the buyers and sellers meet with opposed economic interests. It brings order to such markets by enabling the buyer and the seller to develop lasting economic relationships between them, based on mutual trust. Should the bargaining partners, buyer or seller, fail to establish such trust by the use of culturally determined polite formulas, conflict between them arises and no transaction takes place.
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(2015): Influence of trust in Ambient Assisted Living technologies Humboldt-Universität zu Berlin
DOI: https://doi.org/10.18452/17167 Abstract: Zwischenmenschliches Vertrauen spielt in Beziehungen eine wichtige Rolle und beinhaltet die Erwartung, dass auf das Wort des Anderen Verlass ist (Rotter, 1967). Auch im Zusammenhang mit Automation und Mensch-Maschine-Systemen erlangt die Betrachtung von Vertrauen in den vergangenen Jahren immer größere Bedeutung. In den Bereichen automatisierte Fahrzeugsteuerung oder militärische Freund-Feind-Erkennung wurde bereits eine Vielzahl von Erhebungen durchgeführt. Einen Forschungsgegenstand, der bislang jedoch weitestgehend unbeachtet geblieben ist, stellen Heim-Automatisierungen und Unterstützungstechnologien für ältere Personen dar. Die vorliegende Dissertation möchte einen Anstoß für die Forschungsaktivitäten im Kontext von Vertrauen in Ambient Assisted Living (AAL) Systeme geben und gleichzeitig die Möglichkeiten von Unterstützungs-technologien (für beeinträchtigte Personen) im Wohnumfeld aufzeigen. Im Fokus der Untersuchung steht dabei das Vertrauen älterer Personen, als potentielle Endnutzer, in AAL Systeme. Nach Durchführung der Literaturanalyse, wurden mittels einer Fragebogenstudie zunächst verschiedene Einflussfaktoren auf das Vertrauen in AAL sowie die Nutzungsabsicht der senioren Zielgruppe erforscht. Unter Einbeziehung der Variablen des Technology Acceptance Modells (TAM) (Davis, 1989) werden Personen mit und ohne täglichem Unterstützungsbedarf befragt. Basierend auf den dadurch gewonnenen Erkenntnissen wurden zwei Experimente durchgeführt. Die Probanden der beiden Experimente, die jeweils eine seniore Testgruppe und eine junge Kontrollgruppe umfassten, sollten mittels eines Mock-Ups auf einem Tablet-Computer verschiedene Aufgaben im Wohnumfeld bearbeiten. Im ersten Experiment wurde zusätzlich zu der Standard-Bedienoberfläche der AAL Technologie, entweder persönliche Unterstützung via Operateur oder eine technische Unterstützung zur Verfügung gestellt. Das zweite Experiment untersuchte drei unterschiedliche Stufen von Zuverlässigkeit einer AAL Applikation. Interpersonal trust as “expectancy that the verbal statements of others can be relied upon” (Rotter, 1967; p. 651) plays an important role in human relationships. But even in the context of automation and man-machine systems, the consideration of trust has acquired even greater importance in recent years. In the field of automated vehicle control systems or military friend-or-foe recognition, a large number of surveys relating to trust have been conducted. An area of research that, to date, has not been well-investigated is home automation, such as smart home and assistive technologies for older people. The present thesis aims to initiate such research activities in the context of trust in Ambient Assisted Living (AAL) systems, as well as to demonstrate the opportunities that assistive technologies present for impaired persons in the living environment. The focus of the present survey is on the trust of older people, as potential end-users, in AAL systems. To establish an understanding of the state of this research field, a literature review has been conducted. Subsequently, the various factors influencing trust in AAL and usage intention of the elderly target group are examined via a written questionnaire study. Taking into account the variables of the Technology Acceptance Model (TAM) (Davis, 1989), persons with and without need for daily support are interviewed. Based on the obtained results, two subsequent experiments were carried out. The participants in the two experiments, each including a senior test group and a young control group, worked on various tasks through a mock-up on a tablet-computer in the living environment. In the first experiment, in addition to the standard user interface of the AAL technology, either personal support via operator or a technical embedded support was provided to test the differential impact on the trust of the participants in AAL. The second experiment included three different levels of reliability of an AAL application.
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