Building Trust in Data-Driven Decision-making : A Multi-Level Framework

Titelangaben

Oosterwyk, Grant ; Elo, Jenny ; Watkowski, Laura Marie-Luise:
Building Trust in Data-Driven Decision-making : A Multi-Level Framework.
In: Proceedings of the 31st Americas Conference on Information Systems (AMCIS). - Montréal, Canada , 2025

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Abstract

As organizations transition from intuition-based to data-driven decision-making, building trust emerges asa critical yet complex sociotechnical challenge. While prior research recognizes the importance of trust fortechnology adoption and effective data use, it has not delineated the specific dimensions that underpin data-driven decision-making. To address this gap, we conduct an interpretive case study of a major South Africaninsurance company to explore how trust is constructed across multiple levels. Our findings reveal fiveinterrelated dimensions—institution-based trust, relational trust, trust in systems, trust in data, and trustin data-driven insights—that collectively shape decision-makers’ trust and influence the adoption of data-driven decision-making. We propose a multi-level trust framework that combines technological capabilitieswith social and institutional perspectives, highlighting the nested and dynamic nature of trust-building inthis context. The framework offers actionable guidance for managers navigating data-driventransformations and contributes to the information systems literature by conceptualizing trust as amultidimensional, evolving construct within sociotechnical systems.