Research: How Tencent Built Trust with Users During a Moment of Upheaval

by Milo Shaoqing Wang, Runjia Zhang and Maxim Voronov

April 17, 2025

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Summary.

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In an era marked by sudden market shifts, supply chain disruptions, and global public health emergencies, trust is the foundation of successful online platform businesses that facilitate interactions or transactions between different parties. Users must feel safe when engaging with strangers, whether they are purchasing a product, requesting a ride, or seeking help. Yet trust remains difficult to cultivate—especially in times of crisis.

Milo Shaoqing Wang is an assistant professor of management and entrepreneurship at Arizona State University and an affiliated faculty at the Center for AI and Data Analytics for Business and Society. His research interests focus on social evaluation, digital transformation, governance, crisis management, and the co-constitution of organizations and institutions. He received his Ph.D. from the University of Alberta.

Runjia Zhang is a doctoral candidate at the Guanghua School of Management, Peking University. Her research explores how emerging technologies influence work and organizations.

Maxim Voronov is professor of organization studies at the Schulich School of Business, York University, Toronto. He researchers social change and the role of organizations in addressing societal challenges.

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Read more on Business and society or related topics Transparency, Privacy and confidentiality, Covid, Online communities, Information technology and telecom sector and Asia

Research: How Tencent Built Trust with Users During a Moment of Upheaval

Summary.

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