The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea

Kim, Myung Ja; Chung, Namho; Lee, Choong‐Ki

doi:10.1016/j.tourman.2010.01.011

Cited by 617 publications

(482 citation statements)

References 41 publications

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“…In marketing, trust is conceptualised as having two major components, confidence and reliability, and is significantly influenced by customer satisfaction (Morgan & Hunt, 1994). Trust evolves through a dynamic process of exceeding consumer expectations and repeated satisfaction over time (Fam et al, 2004), and therefore plays a central role in determining loyalty and future behaviour (Kim, Chung, & Lee, 2011). In tourism, many studies draw from the marketing conceptualisation of trust in investigating its key antecedents (e.g.…”

Section: Trust and Loyaltymentioning

confidence: 99%

Consumer behaviour in tourism: Concepts, influences and opportunities

Cohen

Prayag

Moital

2013

Current Issues in Tourism

558

333

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Although consumer behaviour (CB) is one of the most researched areas in the field of tourism, few extensive reviews of the body of knowledge in this area exist. This review article examines what we argue are the key concepts, external influences and opportune research contexts in contemporary tourism CB research. Using a narrative review, we examine the CB literature published in three major tourism journals from 2000 to 2012. Of 519 articles identified and reviewed, 191 are included in this article. We examine the development of and scope for future research on nine key concepts, including decision-making, values, motivations, self-concept and personality, expectations, attitudes, perceptions, satisfaction, trust and loyalty. We then examine three important external influences on tourism behaviour, technology, Generation Y and the rise in concern over ethical consumption. Finally, we identify and discuss five research contexts that represent major areas for future scholarship: group and joint decision-making, under-researched segments, cross-cultural issues in emerging markets, emotions and consumer misbehaviour. Our examination of key research gaps is concluded by arguing that the hedonic and affective aspects of CB research in tourism must be brought to bear on the wider CB and marketing literature.Keywords: consumption; travel; behaviour; marketing; research agenda Introduction Consumer behaviour (CB) involves certain decisions, activities, ideas or experiences that satisfy consumer needs and wants (Solomon, 1996). It is 'concerned with all activities directly involved in obtaining, consuming and disposing of products and services, including the decision processes that precede and follow these actions' (Engel, Blackwell, & Miniard, 1995, p. 4). CB remains one of the most researched areas in the marketing and tourism fields, with the terms 'travel behaviour' or 'tourist behaviour' typically used to describe this area of inquiry. Few comprehensive reviews of the literature on CB concepts and models exist in the field of tourism. Exceptions include Moutinho (1993) who reviews the social and psychological influences on individual travel behaviour with the aim of developing a model of tourist behaviour and Dimanche and Havitz (1995) Tourism, 2014 Vol. 17, No. 10, 872 -909, http://dx.doi.org/10.1080/13683500.2013 four concepts (ego-involvement, loyalty and commitment, family decision-making and novelty-seeking) in an attempt to methodologically advance CB in tourism studies.A lack of comprehensive reviews is not only due to the extensive breadth of the topic area itself, but also because travel behaviour is generally considered as a continuous process that includes varied yet inter-correlated stages and concepts that cannot always be analysed separately (Mill & Morrison, 2002). Tourism researchers have reviewed individual concepts (e.g. Riley, Niininen, Szivas, & Willis, 2001, on loyalty), specific influences (e.g. Moutinho, 1993, on social influences on CB), and particular research contexts (e.g. Hong, Lee, L...

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Section: Trust and Loyaltymentioning

confidence: 99%

Consumer behaviour in tourism: Concepts, influences and opportunities

Cohen

Prayag

Moital

2013

Current Issues in Tourism

558

333

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“…The present review found that researchers often use concepts similar to e-loyalty, such as continuance intention [19,20,107], re-purchase intention [116,123,153,202], repatronise intention [106], commitment [76], stickiness [102,119], and word of mouth [43,103]. All of these approaches are measured by various items that depict the concepts approached.…”

Section: Definitions Of E-loyaltymentioning

confidence: 94%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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“…In this study, e-loyalty is defined as perceived loyalty of customers towards websites and their intention to visit the same website on their second purchase. There are various complex drivers of e-loyalty according to Choi, S. I. Kim, and S. H. Kim (2010), Collier and Bienstock (2006), Deb andChavali (2009), andPonirin, Scott, andVon Der Heidt (2009). Therefore, for the purpose of this study, authors adopt three dimensions to examine customer e-loyalty: word-of-mouth, complaining behavior, and future purchase intention.…”

Section: Literature Review E-loyaltymentioning

confidence: 99%

“…CTT, generally, is developed by Morgan and Hunt (1994), which assigns trust and commitment as mediator. CTT has been applied in e-tourism (Kim, Chung, & Lee, 2010), e-banking (Lii, 2009), and e-commerce (Chen et al, 2010), and user behavior of computer (Corritore et al, 2003). In CTT, trust and commitment are closely linked and build up strong relationship among sellers and buyers (Mukherjee & Nath, 2007).…”

Section: Commitment-trust Theory (Ctt)mentioning

confidence: 99%

“…Additionally, several studies Mukherjee & Nath, 2007) showed that security influenced a person's trust in the Internet. The study of Kim et al (2010) found that perceived security is linked to consumer trust in purchasing e-tourism products in South Korea. Apart from security, a sense of trust on security and privacy provided, it convinces the e-shoppers to use the website.…”

Section: Development Of Hypothesesmentioning

confidence: 99%

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Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

2014

CUBR

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The rapid growth of online shopping has led to inspire customer e-loyalty among Malaysians, especially living in this digital environment. Commitment-trust theory is applied as the theoretical base to explain the factors influencing customer e-loyalty. The primary objective of this study is to investigate the direct impact of customer interface quality, service quality (SERVQUAL), website quality, technology acceptance factors, and technology trust on customer e-loyalty. This study also aims to examine the indirect effect of independence variables on customer e-loyalty through the effects of trustworthiness. SmartPLS 2.0 (M3) is applied as analytical tool to study the impact. A survey is conducted with 395 respondents who had online purchase experience. The findings indicated that customer interface quality, SERVQUAL, website quality, technology acceptance factors, and technology trust have positive impact on customer e-loyalty. Additionally, trustworthiness is used as mediator exclusive of SERVQUAL. Several implications of the findings, limitations of the study, and recommendations for future research are highlighted.

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The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea

Cited by 617 publications

References 41 publications

Consumer behaviour in tourism: Concepts, influences and opportunities

Consumer behaviour in tourism: Concepts, influences and opportunities

Critical review of the e-loyalty literature: a purchase-centred framework

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

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