Since being employed to work at Smart Services CRC, I have been fully engaged with Service Orientation, and in particular with non-functional charachteristics of services. I keep seeing "Trust" mentioned right alongside "Security" when talking about these non-functional properties.
However, it's obvious to me, just using ordinary English semantics, that "trust" is a property (or attitude, or belief) of a service user with regard to a service, or service provider. It is trust that allows a consumer of a service to hand over their credit card details in the belief that the service they are paying for will be delivered without some fraud taking place.
Now I'm sure my colleagues are not stupid, and don't believe that a service can be modelled for trust. As soon as one starts looking at the literature, it becomes obvious that people are attempting to represent aspects of services and their providers that might engender trust in a service consumer. For example, the YAWL Foundation's
Service-Description.com site's model of "trust" actually models endorsements, operating history and other aspects that give the service user a basis on which to trust a service.
I just wish that writers would be a little more reticent to label things as "trust", which are really to do with "reputation".
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