Building consumer trust through transparent and ethical service design principles

As businesses around the globe grapple with the enormity of issues brought on by the pandemic, the current economic climate is marked not only by severe uncertainty but also by rapidly changing customer needs and behaviors. Digital services, technologies, and interfaces have become critical lifelines for many organizations. Yet, as pandemic restrictions ease in certain parts of the world, consumers are reassessing their relationships with service providers, weighing both digital and physical purchasing and servicing experiences. This necessitates a deeper understanding of and commitment to the meaningful characteristics that underpin the notion of trust in the relationship between consumers and brands.