The Role of Trust and Privacy Concerns in Using Social Media for E-Retail Services: The Moderating Role of COVID-19

Alzaidi, Maram Saeed; Agag, Gomaa

doi:10.2139/ssrn.4068666

Cited by 1 publication

(1 citation statement)

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“…Unfortunately, because of the proliferation of bots, paid reviews and other unreliable sources of information (Karabas et al , 2020), it remains a priority to gain trust in the retailer before consumers are willing to make a purchase. Consumers are placing a greater emphasis on trust when considering whether to make a purchase via social media (Alzaidi and Agag, 2022). Appel et al (2019) suggest that future research be conducted on how to win back trust on the part of platforms and brands.…”

Section: Introductionmentioning

confidence: 99%

How electronic word of mouth (eWOM) shapes consumer social media shopping

Beck,

Moore Koskie,

Locander

2023

JCM

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Purpose This study aims to contribute to the ongoing discussion of how consumers approach shopping directly via social media by explicating decisions related to trust on social media and how various types of electronic word of mouth (eWOM; ratings and reviews, recommendations and referrals and social media communities) contribute to these decisions. Design/methodology/approach A total of 198 respondents with experience shopping directly via social media were instructed to select the platform on which they had the most shopping experience (Facebook, Instagram, TikTok, Pinterest, etc.) to answer relevant survey questions. Structural equation modeling (SEM) was used for analyzing the results. Findings Findings reveal that eWOM provided by strong ties (recommendations and referrals; social media communities) is superior to weak ties (ratings and reviews). Surprisingly, ratings and reviews do not significantly relate to trust in the retailer, suggesting that this information may be necessary but not sufficient for trusting retailers on social media. Originality/value This research distinguishes trust decisions related to shopping on social media and clarifies how each type of eWOM uniquely influences trust in the retailer by using tie strength theory.

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Section: Introductionmentioning

confidence: 99%