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Cited by 2,903Team Dynamics and PerformanceKnowledge Management and SharingOnline and Blended Learning

Communication and Trust in Global Virtual Teams

Jarvenpaa, Sirkka L., Leidner, Dorothy E.·1999·Organization Science
DOI 10.1287/orsc.10.6.791
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Abstract

This paper explores the challenges of creating and maintaining trust in a global virtual team whose members transcend time, space, and culture. The challenges are highlighted by integrating recent literature on work teams, computer-mediated communication groups, cross-cultural communication, and interpersonal and organizational trust. To explore these challenges empirically, we report on a series of descriptive case studies on global virtual teams whose members were separated by location and culture, were challenged by a common collaborative project, and for whom the only economically and practically viable communication medium was asynchronous and synchronous computer-mediated communication. The results suggest that global virtual teams may experience a form of “swift” trust, but such trust appears to be very fragile and temporal. The study raises a number of issues to be explored and debated by future research. Pragmatically, the study describes communication behaviors that might facilitate trust in global virtual teams.

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  • Trust suffers when communication among collaborators is irregular, unpredictable, and unfair.

    “This influence may be further affected by the manner in which communication technology is used, since irregular, unpredictable, and inequitable communication between collaborators hampers trust [123].”

    From Challenges and barriers in virtual teams: a literature review (2020) · cites this paper as [123]

  • Trust can be improved by social measures, such as encouraging early social exchange or creating casual, non-work interaction opportunities.

    “Taking social approaches, such as promoting social exchanges early on in the life of a project [123], or creating opportunities for casual, non-work-related interactions between collaborators [193], can improve trust.”

    From Challenges and barriers in virtual teams: a literature review (2020) · cites this paper as [123]

  • Lack of common ground primarily causes difficulty building trust and communication difficulties.

    “The consequences of lack of common ground are primarily difficulty building trust [123,202,273] and difficulties associated with communication.”

    From Challenges and barriers in virtual teams: a literature review (2020) · cites this paper as [123]

  • Virtual team members with different cultural backgrounds likely have different behaviors, including how they interact with teammates.

    “Members of a virtual team with different cultural backgrounds are likely to have different behaviors within the teams, including how they interact with their teammates [123].”

    From Challenges and barriers in virtual teams: a literature review (2020) · cites this paper as [123]

  • Team members from individualistic cultures may be more ready to trust other teammates when communicating via technology than team members from collectivist cultures.

    “This observation indicates that team members from individualistic cultures may be more ready to trust other teammates when communicating via technology than team members from collectivist cultures [123].”

    From Challenges and barriers in virtual teams: a literature review (2020) · cites this paper as [123]

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Authors
Jarvenpaa, S. L., & Leidner, D. E.
Affiliations
  • Graduate School of Business, The University of Texas at Austin, Austin, Texas 78712
  • INSEAD (FR)
ORCID
Leidner, Dorothy E.
Venue
Organization Science
Publisher
Institute for Operations Research and the Management Sciences (INFORMS)
Published
1999-12
Volume
10
Issue
6
Pages
791-815
ISSN
  • 1047-7039 (ISSN-L)
  • 1526-5455
DOI
10.1287/orsc.10.6.791
OpenAlex
W2102796456
Cited by
2,903
References
8
Citations by year
2026: 61 · 2025: 80 · 2024: 73 · 2023: 80 · 2022: 80 · 2021: 99 · 2020: 89 · 2019: 79 · 2018: 77 · 2017: 94 · 2016: 128 · 2015: 108 · 2014: 133 · 2013: 151 · 2012: 175
FWCI
45.75
Type
journal article
Language
en
Open access
closed
Locations
Organization Science (publishedVersion)
Topics
  • Social Sciences › Psychology › Social Psychology › Team Dynamics and Performance
  • Social Sciences › Communication › Knowledge Management and Sharing
  • Social Sciences › Education › Online and Blended Learning
Keywords
global virtual teams, trust, swift trust, computer-mediated communication, intercultural communication, asynchronous communication, synchronous communication, work teams, communication behavior

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