The Role of Language in the Establishment of Trust Between Organisations
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Transcript of The Role of Language in the Establishment of Trust Between Organisations
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Abstract Trust has been identified as one of the major factors in the success, failure and
adoption of Business to Business Electronic Commerce by firms. In the context of ElectronicMarketplaces (EM) in particular, studies have found that issues related to trust have beenprimarily caused by cultural differences and communication (information exchange) problemsthat have been created by the unique characteristics of E-Marketplaces. Language usedbetween parties which is likely to effect the establishment of trust in online environment has notbeen well explored in the literature. This paper therefore presents a preliminary study thatinvestigates and examines the role of language used between parties in facilitating theestablishment of trust how language is determined by the culture and the type of communicationinvolved. Some implications for academics and practitioners are outlined.
Keywords: e-Marketplaces, Culture, Communication, Procurement, Strategies, Initiatives, language
I. INTRODUCTION
Trust has been recognized as a critical factor in the adoption of B2B Electronic Commerce,
particularly in the context of B2B E-Marketplaces since organizations may trade with other
organizations around the globe. A B2B E-Marketplace can be defined as an Internet-based
electronic market where multiple buyers and sellers interact with each other whereby
information exchange and transactions are supported by value-added facilities (Colins 2005)
that allow businesses to lower the cost of trading, have access to quicker & accurate information
for business decision making processes as well as reduce the importance of geography in
conducting business (Smith 1998).
The overall aim of utilizing B2B E-marketplaces is to assist firms with their procurement
strategies by matching customer needs with suppliers and lowering various costs associated
with procurement. This is achieved by allowing for the reach and richness of information to be
more efficiently communicated to multiple vendors, and also for better price transparency
surrounding the markets through proper use of B2B E-marketplaces (Mahadevan 2003).
It is a well-known fact that each technology, including B2B EMs goes through various cycles.
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Figure 1 shows us the Gartner Hype Cycle for B2B E-Marketplaces. From the peak of inflated
expectations during the 90s where a wealth of different literature emphasized the benefits of
using E-Marketplaces (e.g. Farhoomand et al 2000 etc.), then moving through the trough of
disillusionment which was evident during the closure of thousands of B2B E-marketplaces
following the burst of the IT bubble in 2000, we are now in the slope of enlightenment, where
several well established B2B E-Marketplace providers have persisted through the difficult times,
and have found certain benefits & practical applications that business can experience (Li & Li
2005).
Figure 1: Gartner Hype Cycle (Gartner 2001)
As B2B E-marketplaces heads towards the Plateau of Profitability where businesses will be
able to truly experience all the benefits that B2B E-Marketplaces can provide, the risks and
barriers associated with the use of B2B e-marketplaces must be examined more carefully in
order for the technology to truly live up to its potential.
One of the major barriers that have limited the potential use of B2B E-Marketplaces revolves
around the establishment of trust between both the Purchaser and Vendor in a B2B
E-Marketplace environment.
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In this study, we first explore the key concepts by reviewing the existing literature associated to
B2B E-Marketplaces, trust & communication to investigate the role of language and possible
relationship with the type of communication involved and culture. Then we develop a framework
to summarize the findings of our analysis. Finally, the paper concludes by outlining some
limitations, future study and contributions / implications of the findings for both academics and
practitioners.
II. BACKGROUND
i. Interaction in B2B E-Marketplaces
Reviewing the existing literature which examines B2B E-Marketplaces indicates that a higher
level of interaction and participation is required by firms participating in B2B E-Marketplace
environments in order for them to add real value from the participation in B2B E-Marketplaces.
The earlier B2B e-marketplace models purely focused on the potential of reducing the overall
transactional costs of doing business, as this was the primary objective of most firms
participating in B2B E-Marketplaces. The hype around cost savings, as evident from Kaplan and
Sawhneys (2000) stud, suggests that the savings from transactional costs alone from using
B2B exchanges was a substantial portion of the total cost of production and order fulfillment.
This shows that cost savings as the primary objective was a well-established fact between both
academics as well as the industry in general.
Through the use of dynamic channels such as auctions and exchanges, it was proposed that
firms would be able to make significant savings through lowering transactional costs, as B2B
E-Marketplaces made the process of matching potential buyers and sellers easier, and allowed
for a higher volume of transactions to be processed (Grey et al 2005).
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However, as numerous B2B E-Marketplaces started to fail in the late 2000s, E-Marketplace
service providers realized that there was a need to change the nature of the services offered to
users. Hence those B2B e-marketplaces that did survive started providing additional services
focusing on collaboration and information-sharing amongst users through various applications
and services (Grey et al 2005). This was because the real value for firms trading in B2B
E-Marketplaces was not just from the automation of business processes which would allow for
the improvement of supply chain efficiency, but also the ability for firms to establish long-term,
relationship based partners through B2B E-Marketplace (Pare 2003).
With the change in the nature of the services provided through B2B E-Marketplaces, a new
challenge is now presented to firms because the anonymous, cost-driven nature B2B
E-Marketplace environments make it difficult for firms to establish the required trust to interact
with each other to fully utilize the services and applications provided.
ii. Importance of Trust in B2B E-Marketplaces
Although the definition of trust covers many disciplines and meanings, Zucker (1986) definition
of trust as a set of expectation shared by all those involved in an exchange, is the most
appropriate in the B2B E-Marketplace context as it allows for trust to be viewed as a
precondition that supports economic activities.
Ratmasomga & Phan (2003) in their study state that uncertainties that resonate in the current
B2B E-Marketplaces create a perception of increased risk amongst firms. Furthermore,
uncertainties also reduce confidence and reliability of transactions occurring, and, more
importantly, between trading partners. Despite the application of various security mechanisms
by B2B E-Marketplaces, most businesses still perceive that E-Commerce transactions are still
both unreliable and insecure. As a result, they emphasize that trust is critical in environments
such as E-Marketplaces because of the following reasons:
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a) Online Environments are perceived as non-personal.
b) Communication through Technology doesnt involve any face-to-face contact.
c) Mistrust over the technical standards used to process transactions.
d) The newness of the transaction medium
The issues related to trust in the context ofB2B E-Marketplace environment cannot be
addressed using technological tools, but rather require organizational skills to overcome some
of the imposed risks these issues create. The following excerpt from CIO magazine in 1999
provides further support for the statement above:
Whilst there is no disputing the technical difficulties for suppliers involved in integrating
back-end transaction systems, data warehouses, manufacturing and inventory tracking systems
with Web applications, some believe that the organizational issues are more difficult to
overcome (CIO, 1999a). These issues include: change management, organizational culture and
trust between companies. Companies must be confident in their suppliers to allow supply chains
to open up to partners and thereby providing increased visibility into the company (CIO, 1999b).
(Standing 2001)
Based on this statement, issues surrounding culture and trust between companies are
highlighted as more important barriers than technical issues firms must overcome in order to
fully utilize the services offered by B2B E-Marketplaces. These two issues will be examined
below.
(a) Culture
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The term culture can be defined in many ways, but for the context of this paper, we define
culture as the collective programming of the mind which distinguishes the members of one
category of people from another (Hofestede 1994). Furthermore, in the context of B2B
E-Marketplaces, we define category of people as a group of people resonating from a specific
geographical location with their own National Culture, as well as from a particular type of
business and work organisation with their specific Organisational Culture'. The main role of the
B2B E-Marketplace is primarily allowing businesses with different Organisational Culture) from
different regions of the world with different National Culture to conduct trade through the
Internet.
Hsiao (2003) states in his research that when an B2B E-Marketplace is adopted by a firm, it is
not only adopting the technology which is required to make use of the B2B E-Marketplace, but
also the trust mechanisms, transformation of economic assumptions as well as cultural beliefs
which are interconnected with how the market surrounding the B2B E-Marketplace operates.
This implies that cultural factors related to Organizational Culture and National Culture must
be considered in order to create trust mechanisms in B2B EMs.
(b) Communication
Tendering, ordering, sourcing via third Parties, electronic mail between buyers and sellers,
electronic mail in contract management, research into supplier markets and integration of
procurement within the financial and inventory systems are all examples of situations when
extensive communication is required between parties while working in a B2B E-Marketplace
environment (Hawking & Stein 2002).
Although the need for communication is extensive in a B2B E-Marketplace environment,
Hasselbring & Weigand (2001) states that one of the challenges that are still faced by firms is
the lack of standardization of message formats as well as the content exchanged between
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businesses. This implies that not only is there difficulty in formatting the message, but also
difficulties in interpreting the meaning of the message when firms communicate in a digital
environment such as B2B E-Marketplaces.
Popovic (2002) further claims that as E-Marketplaces become more global in nature, the lack of
communication standards in the international scene will be one of the main obstacles firms will
face. Likewise, Farhoomand (2000) through his empirical study found that there was a severe
absence of natural-language supported applications and related standards in B2B
E-Marketplaces for businesses participating from Hong Kong.
The relationship of communication and trust is well summarized in the study presented by
Ratmasomga & Phan (2003) which states that in order for partners to be willing to peruse
relationships or interdependencies to achieve a planned goal, trust between both parties is
critical. However, for the establishment of trust, effective communication (information sharing)
between the firms must be present. This suggests that effective communication is an enabler of
trust, at the same time trust is needed for effective communication. This presents a unique
challenge for firms as it causes the Chicken & Egg causality dilemma when trying to
understand the exact relationship between communication and trust in a B2B E-Marketplace
environment.
To summarize, B2B E-Marketplaces have begun to provide services and applications that
enables firms to exchange business information but the necessary standards and frameworks to
communicate and relay this information are still lacking. Hence, it is important for businesses to
understand what type of information needs to be communicated to each other to enable the
establishment of trust between both parties.
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iii. Language
An online survey conducted by IDC suggests that over 76 per cent of Chinese respondents
prefer to browse the Internet in their local language, and not in English. The increase of Internet
users whose primary language is not English is evident from Figure 2 below. Furthermore, the
number of users whose primary language is English when using the Internet only caters for 27.3%
of all users (IWS 2010).
Figure 2: Top Ten Languages in the Internet (IWS 2010).
Vatanasakdakul et al (2004) through the interviews conducted in their research found that
businesses considered language to be a very serious barrier in regards to trade. They state in
their studies that language allows for information and knowledge to be exchanged between
firms and that English is the primary language used for the web. However, the implication of
English being the predominant language being used throughout the web is that it creates a
significant barrier for businesses from non-western countries. A case study by Vatanasakdakul
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et al (2004) found that firms from Thailand faced lack of staff that had the ability to communicate
in English. They found that in the Thai tourism industry, many tour operators who received
enquiries from overseas had difficulties replying back in the relevant foreign language.
This is especially an important challenge in the negotiation phase between firms trying to
establish trade in a B2B E-Marketplace environment. Although negotiation can be done through
automated processes, it is only feasible under very specific conditions, and does not work well in
general business conditions (Weigand et al 2008). On top of the general difficulties surrounding
negotiations, the diversity in language magnifies communication (social) and cultural barriers
when viewed in the context of firms using B2B E-Marketplaces (Javalgi & Ramsey 2000).
In conclusion, the diversity in languages spoken in digital environments is increasing due to
various organizational and national cultures involved, and the use of English in a digital
environment to interact between firms may cause issues related communication effectiveness.
As language is an important aspect of culture (Evers 1999) and also a communication tool,
issues around language poses additional challenges for firms participating in B2B
E-Marketplaces to establish trust (Javalgi & Ramsey 2000).
III. CONCEPTUAL FRAMEWORK
In this section, based on the analysis of the related literature, we propose a conceptual
framework to illustrate the role of language in the establishment of trust in the context of B2B
E-Marketplaces. It also shows the relationship between language and culture as well as
between language and types of communication involved.
Figure 3 shows our proposed framework. It consists of 4 main constructs:
a. Trust refers to the confidence or faith level between the buyer and supplier.
b. Language refers to a means or tool of interactions between buyers and suppliers
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c. Culture refers to the knowledge & values shared by a particular society and/or
organisation.
d. Communication refers to the type of information that needs to be relayed between the
buyer and supplier.
Figure 3: Language and the Relationship with Trust in a B2B E-Marketplace Environment
The proposed framework as shown in Figure 3 shows the central role of language in trust
establishment when both culture and communication are considered. It suggests that while it is
widely accepted that both culture and communication are critical for trust building between
trading partners, their effect is also mediated through language. The type of information that
needs to be exchanged between the firms (communication) as well as the culture of the firm
(geographical location National & industry / size - Organizational Culture) need to be
considered when determining the language firms should choose to interact with.
Thus, positioning language in this way addresses the Chicken & Egg problem related to
communication and trust relationship. The use of an appropriate language will facilitate the
establishment of trust between the two parties which in turn enable them to have more effective
communication.
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Cultural proximity (both organizational and national) may lead to higher levels of trust between
firms. Firms with close cultural proximity (both nationally and organizationally) who are of similar
size, and come from countries with similar cultural backgrounds may have higher levels of trust
due to the higher levels of understanding that they have for each other compared to firms with
completely different cultural backgrounds.
In short, the choice of language can strengthen or weaken the trust level between firms as the
right language can lead to better interaction between firms.
For example, if the supplier originates from Hong Kong, and the buyer from Australia, both
parties may be comfortable choosing English as the primary language to interact in. However, if
the supplier is from Japan, and the buyer from Germany, the choice of language may be more
difficult to determine. Furthermore, the organizational culture (e.g. Small to Medium Enterprise
vs. Multi National Corporation) may also affect the type of language that should be used
between firms to interact with each other.
Also, the type of language used in information exchange related to invoice document
(accounting) should be different from the one used when firms negotiate the terms and
conditions (legal). Thus these two factors, communication (information exchange) and culture
determine the language which should be used between the firms when conducting trade within a
B2B E-Marketplace environment.
The framework also suggests that the type of language used by firms to interact in a B2B
E-Marketplace is becoming more important in the development of trust amongst firms as: (a)
participation in B2B E-Marketplaces by firms originating from countries whose primary language
is not English will continue to increase; and (b) The services that are offered through B2B
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