Customer Trust in the Salesperson
TL;DR: In this paper, the authors present a comprehensive literature review and meta-analysis of the antecedents of trust and consequences of trust in a sales context, concluding that trust has a moderate but beneficial influence on the development of positive customer attitudes, intentions, and behavior.
About: This article is published in Journal of Business Research.The article was published on 1999-02-01. It has received 361 citations till now. The article focuses on the topics: Context (language use).
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01 Jan 2008
TL;DR: A theoretical framework describing the trust-based decision-making process a consumer uses when making a purchase from a given site is developed and the proposed model is tested using a Structural Equation Modeling technique on Internet consumer purchasing behavior data collected via a Web survey.
Abstract: 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.
2,650 citations
Cites background from "Customer Trust in the Salesperson"
...In traditional commerce, the trust-building process is affected by the characteristics of customers, salespersons, the company, and interactions between the two parties involved [25,50,128,134]....
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TL;DR: A trust-centered, cognitive and emotional balanced perspective to study RA adoption is taken, and the effects of perceived personalization and familiarity on cognitive trust and emotional trust in an RA are examined.
Abstract: In the context of personalization technologies, such as Web-based product-brokering recommendation agents (RAs) in electronic commerce, existing technology acceptance theories need to be expanded to take into account not only the cognitive beliefs leading to adoption behavior, but also the affect elicited by the personalized nature of the technology. This study takes a trust-centered, cognitive and emotional balanced perspective to study RA adoption. Grounded on the theory of reasoned action, the IT adoption literature, and the trust literature, this study theoretically articulates and empirically examines the effects of perceived personalization and familiarity on cognitive trust and emotional trust in an RA, and the impact of cognitive trust and emotional trust on the intention to adopt the RA either as a decision aid or as a delegated agent.
An experiment was conducted using two commercial RAs. PLS analysis results provide empirical support for the proposed theoretical perspective. Perceived personalization significantly increases customers' intention to adopt by increasing cognitive trust and emotional trust. Emotional trust plays an important role beyond cognitive trust in determining customers' intention to adopt. Emotional trust fully mediates the impact of cognitive trust on the intention to adopt the RA as a delegated agent, while it only partially mediates the impact of cognitive trust on the intention to adopt the RA as a decision aid. Familiarity increases the intention to adopt through cognitive trust and emotional trust.
1,161 citations
01 Jun 2003-International Journal of Human-computer Studies \/ International Journal of Man-machine Studies
TL;DR: A set of trust constructs is proposed that reflects, both institutional phenomena (system trust) and personal and interpersonal forms of trust (dispositional trust, trusting beliefs, trusting intentions and trust-related behaviours), thus facilitating a multi-level and multi-dimensional analysis of research problems related to trust in e-commerce.
Abstract: Lack of trust is one of the most frequently cited reasons for consumers not purchasing from Internet vendors. During the last four years a number of empirical studies have investigated the role of trust in the specific context of e-commerce, focusing on different aspects of this multi-dimensional construct. However, empirical research in this area is beset by conflicting conceptualizations of the trust construct, inadequate understanding of the relationships between trust, its antecedents and consequents, and the frequent use of trust scales that are neither theoretically derived nor rigorously validated. The major objective of this paper is to provide an integrative review of the empirical literature on trust in e-commerce in order to allow cumulative analysis of results. The interpretation and comparison of different empirical studies on on-line trust first requires conceptual clarification. A set of trust constructs is proposed that reflects, both institutional phenomena (system trust) and personal and interpersonal forms of trust (dispositional trust, trusting beliefs, trusting intentions and trust-related behaviours), thus facilitating a multi-level and multi-dimensional analysis of research problems related to trust in e-commerce.
861 citations
Cites background from "Customer Trust in the Salesperson"
...G .uth, 2001; Ferrary, 2002), marketing (e.g. Ganesan, 1994; Morgan and Hunt, 1994; Doney and Cannon, 1997; Geyskens et al., 1997; Swan et al., 1999), and management (e.g. Mayer et al., 1995; Gill and Butler, 1996; Inkpen and Currall, 1998; McKnight et al., 1998; Wicks et al., 1999; Luo, 2002),…...
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...uth, 2001; Ferrary, 2002), marketing (e.g. Ganesan, 1994; Morgan and Hunt, 1994; Doney and Cannon, 1997; Geyskens et al., 1997; Swan et al., 1999), and management (e....
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TL;DR: In this article, the authors examined the role of perceived support as a mediator between organizational justice and trust, and found that perceived organizational support serves as an intermediary between procedural justice and organizational trust.
425 citations
TL;DR: In this article, the authors explored influences of informativeness, entertainment, and irritation on various online consumer behaviors such as attitude toward the Web, web usage, and satisfaction, and found that web users with a positive attitude towards the Web browse the Net more often and feel more satisfied.
Abstract: Drawing from uses and gratifications theory, this study explores influences of informativeness, entertainment, and irritation on various online consumer behaviors such as attitude toward the Web, Web usage, and satisfaction. Particularly, web usage and satisfaction are explored as the consequences of attitude toward the Web, while informativeness, entertainment, and irritation are the antecedents of attitude toward the Web. This nomological model was tested with a structural equation modeling (SEM) approach. SEM results indicated that the uses and gratifications theory explains well consumers’ attitude toward the Web. Internet users who perceive the Web as entertaining and informative generally show a positive attitude toward the Web. In contrast, those who perceive the Web as irritating indicate a negative attitude toward the Web. Finally, this study found that web users with a positive attitude toward the Web browse the Net more oftentimes and feel more satisfied.
319 citations
References
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TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Abstract: Relationship marketing—establishing, developing, and maintaining successful relational exchanges—constitutes a major shift in marketing theory and practice. After conceptualizing relationship marke...
19,920 citations
Book•
01 Jan 1925
TL;DR: The prime object of as discussed by the authors is to put into the hands of research workers, and especially of biologists, the means of applying statistical tests accurately to numerical data accumulated in their own laboratories or available in the literature.
Abstract: The prime object of this book is to put into the hands of research workers, and especially of biologists, the means of applying statistical tests accurately to numerical data accumulated in their own laboratories or available in the literature.
11,308 citations
TL;DR: In this paper, the authors integrate theory developed in several disciplines to determine five cognitive processes through which industrial buyers can develop trust of a supplier firm and its salesperson and their salesperson.
Abstract: The authors integrate theory developed in several disciplines to determine five cognitive processes through which industrial buyers can develop trust of a supplier firm and its salesperson. These p...
6,637 citations
"Customer Trust in the Salesperson" refers background in this paper
...Doney and Cannon (1997) The customer’s perception of the salesperson’s credibility (expectancy that the salesperson’s statements can be relied on) and benevolence (extent to which the salesperson is interested in the customer’s welfare)....
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...(Crosby, Evans, and Cowles, 1990; Doney and Cannon, 1997;Only three studies explicitly tested for trust components....
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Book•
26 Sep 1996
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
Abstract: List of Tables List of Figures Preface 1 Introduction: What Is Satisfaction? PART 1 BASIC SATISFACTION MECHANISMS 2 The Performance of Attributes, Features, and Dimensions 3 Expectations and Related Comparative Standards 4 The Expectancy Disconfirmation Model of Satisfaction PART 2 ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS 6 Quality: The Object of Desire 7 The Many Varieties of Value in the Consumption Experience 8 Equity: How Consumers Interpret Fairness 9 Regret: What Might Have Been, and Hindsight (What I Knew Would Be) PART 3 SATISFACTION PROCESSES AND MECHANISMS 10 Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes) 11 Why Did It Happen? Attribution in the Satisfaction Response 12 Emotional Expression in the Satisfaction Response 13 The Processing of Consumption PART 4 SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? 14 After Satisfaction: The Short Run Consequences 15 Loyalty and Financial Impact: Long-term Effects on Satisfaction Name Index Subject Index About the Author
6,613 citations
TL;DR: In this article, the authors consider the time orientation of a customer to select and use marketing tools that correspond to the time horizons of the customer, and show that insufficient understanding of customer's time orientation hinders the selection and use of marketing tools.
Abstract: Marketing managers must know the time orientation of a customer to select and use marketing tools that correspond to the time horizons of the customer. Insufficient understanding of a customer's ti...
6,492 citations