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Trust: The Social Virtues and the Creation of Prosperity

National Institute of Standards and Technology における超伝導研究及び生活

Are trust and risk important in consumers' electronic commerce purchasing decisions? What are the antecedents of trust and risk in this context? How do trust and risk affect an Internet consumer's purchasing decision? To answer these questions, we i) develop a theoretical framework describing the trust-based decision-making process a consumer uses when making a purchase from a given site, ii) test the proposed model using a Structural Equation Modeling technique on Internet consumer purchasing behavior data collected via a Web survey, and iii) consider the implications of the model. The results of the study show that Internet consumers' trust and perceived risk have strong impacts on their purchasing decisions. Consumer disposition to trust, reputation, privacy concerns, security concerns, the information quality of the Website, and the company's reputation, have strong effects on Internet consumers' trust in the Website. Interestingly, the presence of a third-party seal did not strongly influence consumers' trust.

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A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents

Knowledge sharing: A review and directions for future research

Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of reasoned action, the extended valence framework, and expectation-confirmation theory, this study synthesizes a model of consumer trust and satisfaction in the context of e-commerce. The model considers not only how consumers formulate their prepurchase decisions, but also how they form their long-term relationships with the same website vendor by comparing their prepurchase expectations to their actual purchase outcome. The results indicate that trust directly and indirectly affects a consumer's purchase decision in combination with perceived risk and perceived benefit, and also that trust has a longer term impact on consumer e-loyalty through satisfaction. Thus, this study extends our understanding of consumer Internet transaction behavior as a three-fold (prepurchase, purchase, and postpurchase) process, and it recognizes the crucial, multiple roles that trust plays in this process. Implications for theory and practice as well as limitations and future directions are discussed.

https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=2144&context=lkcsb_research

Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration

The growth of mobile technology mediated environments is accelerated by its accessibility and easy use tools, such as smartphones and tablets. User friendly and intuitive features drive user value and satisfaction. These features motivate and drive further mobile user engagement. Smartphones, for example, allow users to control when, where, and how they engage in chosen activities that serve their needs, saving time, completing a task (utilitarian), entertain them (hedonic), or connect with others (social). Few studies have examined why and how mobile users are continually engaging mobile activities. Focusing on mobile engagement which has not previously been explored, this study investigates, proposes, and tests a mobile user engagement (MoEN) model to explain mobile user engagement intention through user's motivations, perceived value and satisfaction. Findings indicate that mobile users' engagement motivations do influence perceived value, satisfaction and mobile engagement intention. Research introduces the concept of mobile user engagement (MoEN).Research utilizes the cognitive-affective-conative stage framework.Research framework helps to understand mobile user mobile engagement motivations.Empirical results highlight the importance of mobile user engagement behavior.

A study of mobile user engagement (MoEN)

Trust (integrity, benevolence, and ability) is the central dimension of e-commerce systems adoption. Based on customer self-service systems and human-computer interaction logics, affective variables are important research issues to fully understand the relationship between information systems development and e-trust. In this paper, the effects of the perceived Web quality with service contents on e-trust, mediated by the website user's affective variables (enjoyment and anxiety), are tested and discussed (n=325). Flow, social contract, social cognitive, resource allocation, and trust theories are discussed in the paper to support the proposed hypotheses. Theoretical and practical implications of these findings are also discussed.

http://photo.jlwu.idv.tw/~pfsum/ECPM/2007DSS-Self-Service-Website.pdf

Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust

What dimensions can be identified in the trust formation processes in Business-to-Consumer (B-to-C) electronic commerce (e-commerce)? How do these differ in importance between academia and practitioners? The purpose of this research is to build a model of multidimensional trust formation for online exchanges in B-to-C electronic commerce. Further, to study the relative importance of the dimensions between two expert groups (academics and practitioners), two semantic network and content analyses are conducted: one for academia's perspectives and another for practitioners' perspectives of trust in B-to-C electronic commerce. The results show that the two perspectives are divergent in some ways and complementary in other ways. We believe that the two need to be combined to represent meaningful trust-building mechanisms in websites.

Dan J. Kim

Papers

A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents

Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration

A study of mobile user engagement (MoEN)

Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust

A multidimensional trust formation model in B-to-C e-commerce: a conceptual framework and content analyses of academia/practitioner perspectives