Technology and trust: Technology as impression management in trust development within outsourced information systems development projects

This paper explores the use of technology and its associated verbal descriptors as tools used in a Self Promotion impression management strategy to influence the Perceived Competence and Trust of clients that outsource their information systems development function. Relevant literature in impression management, trust, credibility, institutionalism and perceived expertise in software development is reviewed. To explore this empirically, the current study follows a 2 x 2 experimental design using four vignettes. The first vignette features the presence of a Non-verbal Technology-based Self Promotion Impression Management Strategy used in conjunction with a Verbal Technology-based Self Promotion Impression Management Strategy. The second vignette features the presence of a Non-verbal Technology-based Self Promotion Impression Management Strategy alone. The third vignette features the presence of a Verbal Technology-based Self Promotion Impression Management Strategy alone. The fourth vignette features neither. The results suggest that while technology may not be used effectively as an impression management tool, the verbal descriptors associated with it do have an impact on user/client perceptions. The study raises a number of issues to be explored and debated by future research. Pragmatically, the study describes communication behaviors that might facilitate increased perceived competence between clients toward information systems development firms within outsourced information systems development projects.