Lemons on the Web: A signalling approach to the problem of trust in Internet commerce

Lee, Boon Chye; Ang, Lawrence; Dubelaar, Chris

doi:10.1016/j.joep.2005.01.001

Cited by 92 publications

(85 citation statements)

References 27 publications

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“…However, it has been discovered that even before the actual behaviors are exhibited, a mere display of trustworthy signals could enhance the image of trustworthiness. For example, the simple inclusion of a statement of privacy policy or unconditional-money-back guarantee on a website could increase the probability of a purchase, even though the statement has not been verified [45]. Many organizational policies, such as delegation of authority or procedural justice, contribute to the creation of trust.…”

Section: Trustworthinessmentioning

confidence: 99%

When Emotional Intelligence Affects Peoples’ Perception of Trustworthiness

Lee¹,

Selart²

2015

TOPSYJ

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By adopting social exchange theory and the affect-infusion-model, the hypothesis is made that emotional intelligence (EI) will have an impact on three perceptions of trustworthiness -ability, integrity and benevolence -at the beginning of a relationship. It was also hypothesized that additional information would gradually displace EI in forming the above perceptions. The results reveal that EI initially does not contribute to any of the perceptions of trustworthiness. As more information is revealed EI has an impact on the perception of benevolence, but not on the perceptions of ability and integrity. This impact was observed to be negative when the nature of the information was negative. On the other hand, information alone was shown to have a significant impact on the perceptions of ability and integrity, but not on the perception of benevolence. Theoretical and practical implications of the findings are addressed.

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Section: Trustworthinessmentioning

confidence: 99%

When Emotional Intelligence Affects Peoples’ Perception of Trustworthiness

Lee¹,

Selart²

2015

TOPSYJ

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“…In this case, we use reputation, guarantees and security and privacy policies as cognitive signals according to the literature. These variables have been widely associated with trust and consumer behavioral intentions by researchers (Lee, Ang, and Dubelaar, 2005;Eastlick and Lotz, 2011;Ha, 2004;Sha, 2009;Wang, Beatty, and Foxx, 2004;Wu, Liao, Hung and Ho, 2012). In mobile commerce they have an impact on the development of trust (Casaló, Flavián, and Guinalíu, 2007;Yeh and Li, 2009).…”

Section: Determinants Of Trust and Satisfactionmentioning

confidence: 99%

Determinants of clothing repurchase through mobile devices

Rodríguez–Torrico¹,

Gutiérrez²,

José³

2015

ESIC Market

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Purchasing clothes via mobile devices is a growing sector. This paper analyzed the cognitive (reputation, guarantee and security & privacy policies) and experiential aspects (aesthetics, interactivity, enjoyment and personalization) that increase customer satisfaction and trust of the mobile buying process as well as customer intention to repeat buying using this same channel. Our analysis used a sample of mobile purchasers from a clothing company's mobile website. The results indicate that the cognitive signals show greater influence than the experiential in relational variables. Satisfaction, meanwhile, is enhanced by the attractiveness of the mobile website and buyer trust. Finally, both satisfaction and trust are key factors in the customer's intention to repeat buying clothes via mobile devices.

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“…(Morgan y Hunt, 1994;Featherman y Fuller, 2002). Además, no debemos olvidar el poder de determinados factores y señales referentes a la empresa y al propio sitio web (señales) que puede utilizar la empresa para ayudar a fomentar la confianza, satisfacción y lealtad del comprador (Bart et al, 2005;Lee et al, 2005). Asimismo, el grado de compra on-line vendrá determinado por las características personales del consumidor, la utilización de nuevas tecnologías, la propensión a las innovaciones, la cultura del país o zona del consumidor, el riesgo, implicación y experiencia con la compra on-line.…”

Section: Darian (1987)unclassified

Possibilities of B2C buying and selling using mobile devices in comparison with Internet

Gutiérrez¹,

Catalán²

2010

cuadernosgestion

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New technologies have involved a great opportunity to improve business management. On the one hand, Internet is beginning to be a selling channel that is valid and complementary of the traditional channel, apart from being a channel to search information and socialize. On the other hand and recently, mobile marketing is useful in a commercial sense: the mobile phone incorporates television, camera, radio, chat and now firms are introducing in the issue of advertising and in other regions in selling through the mobile phone. In spite of the increasing number of studies on traditional distribution and on electronic commerce, the studies that explore the possibilities and challenges of the mobile telephone and that compare it with Internet as buying and selling channels are scarce. The goal of this study is to compare the situation of B2C buying and selling through Internet and through the mobile phone and the theoretical approaches applied in each case. This paper presents common advantages for consumers and firms in both buying and selling channels and also clear differences between them. Besides, this study revises the main approaches and determinants of the buying in each case.

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Lemons on the Web: A signalling approach to the problem of trust in Internet commerce

Cited by 92 publications

References 27 publications

When Emotional Intelligence Affects Peoples’ Perception of Trustworthiness

When Emotional Intelligence Affects Peoples’ Perception of Trustworthiness

Determinants of clothing repurchase through mobile devices

Possibilities of B2C buying and selling using mobile devices in comparison with Internet

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