Customers E-trust for Online Retailers: A Case in China

Wang, Ruimei; Wang, Shengxiong; Tianzhen, Wu; Xiling, Zhang

doi:10.1109/cis.2012.134

Cited by 8 publications

(8 citation statements)

References 40 publications

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“…This relatively large number confirms the importance of reputation. Five studies found that reputation affects a buyer's trusting beliefs (Bente et al, 2012;Ert et al, 2016;Strader & Ramaswami, 2002;Wang et al, 2012;Wang et al, 2015). To assess the seller's reputation in online C2C marketplaces, one of the most important tools are reputation systems (Liu et al, 2016;Malinen & Ojala, 2013 among eBay users found that positive ratings of sellers lead to higher trust levels.…”

Section: Trusting Beliefs Towards the Sellermentioning

confidence: 99%

Antecedents of trust in the sharing economy: A systematic review

Huurne

Ronteltap

Corten

et al. 2017

J of Consumer Behaviour

325

225

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Users and potential users of the sharing economy need to place a considerable amount of trust in both the person and the platform with which they are dealing. The consequences of transaction partners’ opportunism may be severe, for example damage to goods or endangered personal safety. Trust is, therefore, a key factor in overcoming uncertainty and mitigating risk. However, there is no thorough overview of how trust is developed in this context. To understand how the trust of users in the sharing economy is influenced, we performed a systematic literature review. After screening, 45 articles were included in a qualitative synthesis in which the results were grouped according to a well‐established trust typology. The results show various antecedents of trust in the sharing economy (e.g. reputation, trust in the platform, and interaction experience) related to multiple entities (i.e. seller, buyer, platform, interpersonal, and transaction). Trust in this economy is often reduced to the use of reputation systems alone. However, our study suggests that trust is much more complex than that and extends beyond reputation. Furthermore, our review clearly shows that research on trust in the sharing economy is still scarce and thus more research is needed to understand how trust is established in this context. Our review is the first that brings together antecedents of trust in online peer‐to‐peer transactions and integrates these findings within an existing framework. Additionally, the study suggests directions for future research in order to advance the understanding of trust in the sharing economy.

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Section: Trusting Beliefs Towards the Sellermentioning

confidence: 99%

Antecedents of trust in the sharing economy: A systematic review

Huurne

Ronteltap

Corten

et al. 2017

J of Consumer Behaviour

325

225

View full text Add to dashboard Cite

show abstract

“…The second group of studies emphasized the outcomes of reputation and why reputation creation is important for Internet retail businesses. Reputation is a key intangible asset that provides a competitive advantage [18] and main outcome of reputation is customer loyalty [16][17], [25]. Regarding producing customer loyalty, the role of reputation appears to be overlapped with service quality.…”

Section: Literature Review and Theoretical Developmentmentioning

confidence: 99%

“…In the relationship between reputation and customer loyalty, trust serves as a mediator. Ruimei et al [16] reported that perceived reputation is positively associated with trust. Jin, Park, and Kim [17] found a relationship between trust and customer satisfaction.…”

Section: Literature Review and Theoretical Developmentmentioning

confidence: 99%

“…Another factor that influences shopper behavior is retailer reputation; online shoppers perceive reputable retailers to be trustworthy [14][15][16][17][18]. Trusting reputable retailers is understandable when we look at the conventional reputation creation framework.…”

Section: Introductionmentioning

confidence: 99%

“…However, the connection appears to be limited to customer perception. Online customers who experience an Internet retailer's high service quality perceive the retailer's reputation as high [16], [20]. In other words, the connection between service quality and retailer reputation may only reside in the reputation creation phase within customer perception.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Reputable Internet Retailers’ Service Quality and Social Media Use

Cho

Sutton

2021

IJECS

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Previous literature suggests that retailer reputation is a key competitive factor because customers trust reputable retailers. According to the conventional reputation creation framework, service quality plays a critical role in reputation building. A retailer's reputation is enhanced when customers perceive high service quality. Our research question addresses whether an Internet retailer's service quality is associated with the retailer's reputation in reality beyond customer perception. To answer the question, this study uses an objective, not perceptual, measure of reputation and compares service quality of reputable and non-reputable Internet retailers. Internet retailers use social media marketing to build their reputation. Therefore, this study also examines the relationship between social media use and reputation. Service quality information of 619 Internet retailers was collected and analyzed from online customer reviews. Retailer use of social media was measured by visiting their websites. The binary logistic regression models show some unmatched linkages between service quality and reputation. Our results suggest that reputable retailers do not provide higher service quality which disproves the conventional reputation creation framework. Instead, this study suggests social media marketing is an alternative source of reputation.

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