Trust in Typical and High-Reliability Contexts: Building and Reacting to Trust among Firefighters
研究了消防员在典型任务情境（低不确定性、低危险）与高可靠性任务情境（高不确定性、高危险）中信任的差异，发现高可靠性情境中信任基于同事的正直，而典型情境中还基于善意和认同；信任对绩效的影响受工作需求调节。
We develop theory that distinguishes trust among employees in typical task contexts (marked by low levels of situational unpredictability and danger) from trust in “high-reliability” task contexts (those marked by high levels of situational unpredictability and danger). A study of firefighters showed that trust in high-reliability task contexts was based on coworkers' integrity, whereas trust in typical task contexts was also based on benevolence and identification. Trust in high-reliability contexts predicted physical symptoms, whereas trust in typical contexts predicted withdrawal. Job demands moderated linkages with performance: trust in high-reliability task contexts was a more positive predictor of performance when unpredictable and dangerous calls were more frequent.