Understanding clients’ experience of trust and distrust in dwelling fit-out projects: An ambivalence approach
Engineering, Construction and Architectural Management
ISSN: 0969-9988
Article publication date: 28 February 2019
Issue publication date: 3 April 2019
Abstract
Purpose
Drawing upon the ambivalence literature, the purpose of this paper is to explore clients’ ambivalence caused by the co-existence of trust and distrust and to investigate how clients respond to the ambivalence.
Design/methodology/approach
Qualitative research strategies using multiple data sources were adopted. Face-to-face interviews were the major method for gathering data. Additional data sources included archival cases, official reports, regulations and rules and survey reports.
Findings
The results identified that clients’ ambivalence occurs in the face of the co-existence of trust and distrust. Clients might trust contractors on certain aspects and distrust of others or when they realize that trust and/or distrust have mixed merits and demerits. As a response strategy to the ambivalence, clients may choose to oscillate between trust and distrust in accordance with contractors’ quality and cost performance.
Research limitations/implications
One limitation is that dwelling fit-out projects are generally small in size. Parties in small size projects might have different mindsets than large projects. Thus, it is worthwhile to extend the framework to the context of large projects.
Practical implications
Managers or clients should be aware of the double-edged sword nature of trust and distrust. To deal with the ambivalence resulting from co-existence of trust and distrust, a proper balance of trust and distrust might be effective.
Originality/value
This study contributes an ambivalence approach to the trust research in project management.
Keywords
Acknowledgements
This research was supported by the National Science Foundation of China (71502032; 71872039; 71602031), the Priority Academic Program Development of Jiangsu Higher Education Institutions, the Fundamental Research Funds for the Central Universities, and Zhishan Young Scholar Program.
Citation
Ning, Y., Feng, M., Feng, J. and Liu, X. (2019), "Understanding clients’ experience of trust and distrust in dwelling fit-out projects: An ambivalence approach", Engineering, Construction and Architectural Management, Vol. 26 No. 3, pp. 444-461. https://doi.org/10.1108/ECAM-03-2018-0115
Publisher
:Emerald Publishing Limited
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