Trust and relationship building in electronic commerce

Papadopoulou, Panagiota; Andreou, Andreas K.; Kanellis, Panagiotis; Martakos, Drakoulis

doi:10.1108/10662240110402777

Cited by 153 publications

(102 citation statements)

References 28 publications

Supporting

Mentioning

100

Contrasting

Unclassified

Order By: Relevance

“…These include, among others, trusted third parties [60,87] and online reputation systems [42,68]. Other articles have proposed new methods of increasing trust online such as agents and virtual reality technologies [11,61], economic incentive mechanisms [5], government involvement [72], and video-conferencing [59]. There have also been some studies that developed new theoretical models of trust online without empirically testing them [25,66].…”

Section: Prior Research On Trustmentioning

confidence: 99%

The development of initial trust in an online company by new customers

Koufaris

Hampton-Sosa

2004

Information & Management

815

524

View full text Add to dashboard Cite

Section: Prior Research On Trustmentioning

confidence: 99%

The development of initial trust in an online company by new customers

Koufaris

Hampton-Sosa

2004

Information & Management

815

524

View full text Add to dashboard Cite

“…In business-to-consumer relations, trust in providers is an important characteristic of good business relations and a predictor of satisfaction with the relationship (Möhlmann, 2015;Papadopoulou et al, 2001;Pennington et al,2003). We assume that in such business relations, consumers have reasonbased trust in the company.…”

Section: Perception Of Trust In the Provider In Collaborative Consumpmentioning

confidence: 99%

Power versus trust – what matters more in collaborative consumption?

Hofmann¹,

Hartl

Penz

2017

JSM

View full text Add to dashboard Cite

For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. Abstract Purpose -Collaborative consumption, such as car sharing, specifically implicates customer-to-customer interaction, which must be regulated by service providers (companies, peers and self-regulating communities), comprising different challenges for business organizations. While in conventional business relations, consumers are protected from undesirable customer behavior by laws, regulations (power) in the context of collaborative consumption are rare, so that trust becomes more relevant. It is the purpose of the study to investigate possible mechanisms to prevent undesirable customers in collaborative consumption. Design/methodology/approach -In between subject designs, samples of 186 and 328 consumers filled in experimental online questionnaires with vignettes. Analyses were made of differences among car sharing companies, private persons and car sharing communities in terms of the power of providers, trust in providers and trust in other users of the shared goods, undesirable customer behavior and consumer-provider relations. *Related content and download information correct at time of download.Findings -Companies, private persons and self-regulating communities differ in terms of perceived power and trust. Participants specifically perceive mainly coercive power with the car sharing company, but with the private person and the community, reason-based trust in other users is perceived as prevalent. Nevertheless, undesirable customer behavior varies only marginally over the models. Originality/value -The present study is the first to investigate measures to prevent undesirable customer behavior over different collaborative consumption models. This enables appropriate identification of market segments and tailoring of services. The study identifies opportunities for companies in contrast to private persons and self-regulating communities and, in doing so, provides important stimulation for marketing strategy and theory development.

show abstract

“…According to Papadopoulou et al (2001), trust is an essential prerequisite for electronic customer relationship building. A notable characteristic of electronic relationships is the need to exchange personal information beyond that required to complete a traditional transaction.…”

Section: Entity Typementioning

confidence: 99%

Trustworthiness in electronic commerce: the role of privacy, security, and site attributes

Bélanger¹,

Hiller²,

Smith³

2002

The Journal of Strategic Information Systems

887

484

View full text Add to dashboard Cite

While the growth of business-to-consumer electronic commerce seems phenomenal in recent years, several studies suggest that a large number of individuals using the Internet have serious privacy concerns, and that winning public trust is the primary hurdle to continued growth in e-commerce. This research investigated the relative importance, when purchasing goods and services over the Web, of four common trust indices (i.e. (1) third party privacy seals, (2) privacy statements, (3) third party security seals, and (4) security features). The results indicate consumers valued security features significantly more than the three other trust indices. We also investigated the relationship between these trust indices and the consumer's perceptions of a marketer's trustworthiness. The findings indicate that consumers' ratings of trustworthiness of Web merchants did not parallel experts' evaluation of sites' use of the trust indices. This study also examined the extent to which consumers are willing to provide private information to electronic and land merchants. The results revealed that when making the decision to provide private information, consumers rely on their perceptions of trustworthiness irrespective of whether the merchant is electronic only or land and electronic. Finally, we investigated the relative importance of three types of Web attributes: security, privacy and pleasure features (convenience, ease of use, cosmetics). Privacy and security features were of lesser importance than pleasure features when considering consumers' intention to purchase. A discussion of the implications of these results and an agenda for future research are provided. q

show abstract

Trust and relationship building in electronic commerce

Cited by 153 publications

References 28 publications

The development of initial trust in an online company by new customers

The development of initial trust in an online company by new customers

Power versus trust – what matters more in collaborative consumption?

Trustworthiness in electronic commerce: the role of privacy, security, and site attributes

Contact Info

Product

Resources

About