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Journal ArticleDOI

Trust online

01 Dec 2000-Communications of The ACM-Vol. 43, Iss: 12, pp 34-40
TL;DR: The nature of trust and how and where it flourishes online is explored, a conceptual framework for understanding trust is provided, and 10 characteristics of online interaction that can help engineer trust online are offered.
Abstract: trust Online T rust matters. It allows us to reveal vulnerable parts of ourselves to others and to know others intimately in return. A climate of trust eases cooperation among people and fosters reciprocal caretaking. The resources—physical, emotional, economic—that would otherwise be consumed guarding against harm can be directed toward more constructive ends. Here, we explore the nature of trust and how and where it flourishes online. We also seek to make sense of seemingly disparate perceptions. For example, some say the public is too trusting online; without thinking, people routinely download software likely to destroy important information or blithely engage in e-auctions or chat rooms with strangers. Others say the public does not trust enough, that people refrain, for example, from e-commerce under the mistaken belief that their financial transactions are not secure. How can we know if the trust we choose to give or withhold is warranted? Can we trust machines or other technological systems? How can those of us who create and maintain the technological infrastructure help establish a climate of trust? Addressing such questions, we provide a conceptual framework for understanding trust, then offer 10 characteristics of online interaction that can help engineer trust online and distinguish between trust in e-commerce activities and trust in online interpersonal interactions.
Citations
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Journal ArticleDOI
TL;DR: This paper contributes by proposing and validating measures for a multidisciplinary, multidimensional model of trust in e-commerce, which shows that trust is indeed a multiddimensional concept.
Abstract: Evidence suggests that consumers often hesitate to transact with Web-based vendors because of uncertainty about vendor behavior or the perceived risk of having personal information stolen by hackers. Trust plays a central role in helping consumers overcome perceptions of risk and insecurity. Trust makes consumers comfortable sharing personal information, making purchases, and acting on Web vendor advice--behaviors essential to widespread adoption of e-commerce. Therefore, trust is critical to both researchers and practitioners. Prior research on e-commerce trust has used diverse, incomplete, and inconsistent definitions of trust, making it difficult to compare results across studies. This paper contributes by proposing and validating measures for a multidisciplinary, multidimensional model of trust in e-commerce. The model includes four high-level constructs--disposition to trust, institution-based trust, trusting beliefs, and trusting intentions--which are further delineated into 16 measurable, literature-grounded subconstructs. The psychometric properties of the measures are demonstrated through use of a hypothetical, legal advice Web site. The results show that trust is indeed a multidimensional concept. Proposed relationships among the trust constructs are tested (for internal nomological validity), as are relationships between the trust constructs and three other e-commerce constructs (for external nomological validity)--Web experience, personal innovativeness, and Web site quality. Suggestions for future research as well as implications for practice are discussed.

4,526 citations


Cites background from "Trust online"

  • ...Vol. 13, No. 3, September 2002 335 perceptions of the technology (e.g., perceived usefulness and ease of use; Davis et al. 1989), but also beliefs about the e-vendor (Friedman et al. 2000)....

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Journal ArticleDOI
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 "Trust online"

  • ...How a consumer perceives security protection when making online transactions depends on how clearly she or he understands the level of security measures implemented by the seller [55]....

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Journal ArticleDOI
TL;DR: In this paper, the authors review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Abstract: Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

2,520 citations

Journal ArticleDOI
TL;DR: In this article, the authors established the dimensions of the etail experience, and developed a reliable and valid scale for the measurement of etail quality based on online and offline focus groups, a sorting task, and an online survey of a customer panel.

2,079 citations

01 Jan 2004
TL;DR: The goal of this dissertation is to find and provide the basis for a managerial tool that allows a firm to easily express its business logic and provide a software prototype to capture a company's business model in an information system.
Abstract: The goal of this dissertation is to find and provide the basis for a managerial tool that allows a firm to easily express its business logic. The methodological basis for this work is design science, where the researcher builds an artifact to solve a specific problem. In this case the aim is to provide an ontology that makes it possible to explicit a firm's business model. In other words, the proposed artifact helps a firm to formally describe its value proposition, its customers, the relationship with them, the necessary intra- and inter-firm infrastructure and its profit model. Such an ontology is relevant because until now there is no model that expresses a company's global business logic from a pure business point of view. Previous models essentially take an organizational or process perspective or cover only parts of a firm's business logic. The four main pillars of the ontology, which are inspired by management science and enterprise- and processmodeling, are product, customer interface, infrastructure and finance. The ontology is validated by case studies, a panel of experts and managers. The dissertation also provides a software prototype to capture a company's business model in an information system. The last part of the thesis consists of a demonstration of the value of the ontology in business strategy and Information Systems (IS) alignment. Structure of this thesis: The dissertation is structured in nine parts: Chapter 1 presents the motivations of this research, the research methodology with which the goals shall be achieved and why this dissertation present a contribution to research. Chapter 2 investigates the origins, the term and the concept of business models. It defines what is meant by business models in this dissertation and how they are situated in the context of the firm. In addition this chapter outlines the possible uses of the business model concept. Chapter 3 gives an overview of the research done in the field of business models and enterprise ontologies. Chapter 4 introduces the major contribution of this dissertation: the business model ontology. In this part of the thesis the elements, attributes and relationships of the ontology are explained and described in detail. Chapter 5 presents a case study of the Montreux Jazz Festival which's business model was captured by applying the structure and concepts of the ontology. In fact, it gives an impression of how a business model description based on the ontology looks like. Chapter 6 shows an instantiation of the ontology into a prototype tool: the Business Model Modelling Language BM2L. This is an XML-based description language that allows to capture and describe the business model of a firm and has a large potential for further applications. Chapter 7 is about the evaluation of the business model ontology. The evaluation builds on literature review, a set of interviews with practitioners and case studies. Chapter 8 gives an outlook on possible future research and applications of the business model ontology. The main areas of interest are alignment of business and information technology IT/information systems IS and business model comparison. Finally, chapter 9 presents some conclusions.

1,913 citations

References
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Journal ArticleDOI
01 Jan 1986-Ethics
TL;DR: Bok's claim that not all the things that thrive when there is trust between people, and which matter, are things that should be encouraged to thrive as mentioned in this paper is also true.
Abstract: Whether or not everything which matters to us is the sort of thing that can thrive or languish (I may care most about my stamp collection) or even whether all the possibly thriving things we care about need trust in order to thrive (does my rubber tree?), there surely is something basically right about Bok's claim. Given that I cannot myself guard my stamp collection at all times, nor take my rubber tree with me on my travels, the custody of these things that matter to me must often be transferred to others, presumably to others I trust. Without trust, what matters to me would be unsafe, unless like the Stoic I attach myself only to what can thrive, or be safe from harm, however others act. The starry heavens above and the moral law within had better be about the only things that matter to me, if there is no one I can trust in any way. Even my own Stoic virtue will surely thrive better if it evokes some trust from others, inspires some trustworthiness in them, or is approved and imitated by them. To Bok's statement, however, we should add another, that not all the things that thrive when there is trust between people, and which matter, are things that should be encouraged to thrive. Exploitation and

1,846 citations


"Trust online" refers background in this paper

  • ...Trust, then, on this first approximation, is accepted vulnerability to another’s possible but not expected ill will (or lack of good will) toward one” [1]....

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Book
01 Dec 1997
TL;DR: This chapter discusses human agency and responsible computing, which has implications for computer system design in the United States and discusses value-Sensitive design.
Abstract: Introduction Part I Conceptualizing Human Values in Design: 1 Bias in computer systems 2 Accountability in a computerized society 3 Disability, inability, and cyberspace 4 Do categories have politics? The language/action perspective reconsidered 5 Categories, disciplines, and social coordination 6 Commentary on Suchman article and Winograd response 7 Social impact statements: Engaging public participation in information technology design Part II Computers as Persons? - Implications for Design: 8 Computers are social actors: a review of current research 9 When the interface is a face: 'social' human-computer interaction 10 'It's the computer's fault' : reasoning about computers as moral agents 11 Interface agents: metaphors with character 12 Human agency and responsible computing: Implications for computer system design Part III Practising Value-Sensitive Design: 13 Workplace database systems: difficulties of data collection and presentation 14 Eliminating a hardware switch: weighing economics and values in a design decision 15 Steps toward universal access within a communications company 16 Social choice about privacy: intelligent vehicle-highway systems in the United States

380 citations


"Trust online" refers background in this paper

  • ...ties and values more difficult to realize [2]....

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  • ...” The result is technology that accounts for human values in a principled and comprehensive manner throughout the design process [2, 4]....

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Journal ArticleDOI
TL;DR: It is argued that assumptions about computing and features of situations in which computers are produced create barriers to accountability, and ideas on how to reverse this trend are concluded.
Abstract: This essay warns of eroding accountability in computerized societies. It argues that assumptions about computing and features of situations in which computers are produced create barriers to accountability. Drawing on philosophical analyses of moral blame and responsibility, four barriers are identified: 1) the problem of many hands, 2) the problem of bugs, 3) blaming the computer, and 4) software ownership without liability. The paper concludes with ideas on how to reverse this trend.

196 citations


"Trust online" refers background in this paper

  • ...High degrees of anonymity provide significant challenges for accountability [7]....

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Journal ArticleDOI
TL;DR: C'est ce that se propose d'approfondir, sous forme of reflexion personnelle, l'auteur de cet article.
Abstract: Quel est le sens de l'anonymat a l'heure de l'ere electronique et de l'information en surabondance ? C'est ce que se propose d'approfondir, sous forme de reflexion personnelle, l'auteur de cet article.

130 citations

Journal Article
TL;DR: In this paper, children's conceptions of trust were examined within the context of social ex pectations, including deception, emotional support, and conventional dress, and the effects of the violations on friendships were also made.
Abstract: Children's conceptions of trust were examined within the context of social ex pectations. Sixty children (30 girls, 30 boys) from the first, third, and fifth grades participated in the study. Assessments were made of children's evaluations and corresponding justifications of stories that depicted violations of three social ex pectations between friends: They involved deception, emotional support, and conventional dress. Judgments of the effects of the violations on friendships were also made. The results showed, across age groups, that children's concep tions of trust drew on moral reasoning; resulted, after a violation, in feelings of being let down, if not betrayed; excluded social-conventional expectations; and included differentiations between contingent and noncontingent obligations. With increasing age, children, across all three social expectations, gave impor tance to reciprocity in their friendship relations.

49 citations


"Trust online" refers background in this paper

  • ...However, in our view, this broad use of the term trust introduces unnecessary confusion [6]....

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