When Do People Start Trusting a System More Than the Individuals Inside It?
Consistency can become a reputation of its own.
A customer visits different branches of the same business and receives similar service each time.
The hidden mechanism is reliability transfer. Trust gradually shifts from individual performance to expectations about the system itself.
Organizations create value when outcomes remain predictable despite changes in people, locations, or circumstances.
People trust individuals because they know them. They trust systems because they know what to expect.
