Explaining the Engenderment and Role of Consumer Ambivalence in E-Commerce

Although trust and distrust are both crucial in online truster-trustee relationships, researchers disagree as to whether trust and distrust are distinct from each other. Given this debate, it is important to consider how distrust could be distinguished from trust. Accordingly, this paper extends the nomological network of distrust and introduces two novel antecedents never introduced in e-commerce literature: situational abnormalities and suspicion. We also propose that trust and distrust coexist in an online e-commerce relationship and can result in ambivalence when they both have high attitudinal values (represented in emotions, beliefs, or behaviours). Using a study of online consumer behaviour with 521 consumers, we largely validated our newly proposed model. We find that situational abnormalities and suspicion are separate, important novel antecedents to distrust. We also examine the effect of ambivalence on the truster’s intentions towards the website and find a small positive effect that increases the user’s intentions towards the website. Finally, we demonstrate the coexistence of trust and distrust as separate constructs, and highlight that distrust has a much larger impact on the truster’s intentions than trust. We conclude with implications to theory and practice, along with a discussion of the limitations and future opportunities

Unifying Conflicting Models of Trust and Distrust for Enhanced Understanding and Predictive Power in Organizational Relationships: Proposing the Unified Trust-Distrust Model

This paper proposes the Unified Trust-Distrust Model (UTDM) to reconcile the differences in the literature on the complex relationship between trust and distrust. Extant research on trust and distrust follows two main approaches that are built on contradictory assumptions: trust has been conceptualized as a different construct than distrust by some researchers, while others consider trust and distrust to represent opposite ends of a single continuum. UTDM expands upon both of these approaches while resolving their contradictions; thus, UTDM provides a novel view of the trust-distrust relationship that has the potential for more explanatory power than previous models. Further, UTDM introduces ambivalence to the trust-distrust literature as a possible consequence of contradictory trust and distrust attitudes, and as an antecedent of trusting intentions. Ambivalence was shown in previous research to attenuate the relationship between trusting beliefs and trusting intentions. UTDM further expands the trust-distrust literature by expanding the nomological network of distrust by proposing two new antecedents of distrust: suspicion and situational abnormality. The measurement of this model is then discussed along with future research possibilities that naturally result from this model

The Hybrid Model of Trust and Distrust:Extending the Nomological Network

Previous research has highlighted the importance of trust in enabling the purchase of goods/services through the Internet. However, other researchers have theorized and shown that distrust, a distinct construct that is related to trust, should also be considered when studying trust (Duestch 1960, Luhman 1979, Gurtman 1992, Sitkin & Roth 1993, Lewicki et al. 1998). Because trust has been cited to be critical for e-commerce, it stands to reason that its related, yet negative counterpart, distrust should be at least as important and potentially more critical in some contexts. It is important to determine what antecedent conditions may increase the amount of distrust felt by the individual, and how these conditions can be mitigated. This dissertation proposes an experiment to test two research questions. First, this study explores novel antecedents of distrusting beliefs that go beyond the disposition to distrust, which has been the main focus of distrust research in IS. Second, building on the ambivalence work by Cacioppo & Berntson (1994) and Priester & Petty (1996), this study proposes that as a negative attitude towards action, distrust may interact and negate intentions when the buyer also feels similar levels of trust, as a positive attitude. Finally, the research methodology and analysis are outlined along with potential contributions for this study

An exploration of card payment services in Mexico: A managerial and customer perspective

This study is rooted in trust theory to comprehensively understand the determinants of card payment usage in the context of Mexico. Thus, we employed a quantitative approach to investigate how attitude, security, trust, distrust, and intention aid the advancement of card payment usage in Mexico. Our findings show the direct and indirect determinants of card payment use and establish the interaction effects of trust and card payment advancement through gender. Consequently, this study moves the emerging mobile card payments literature forward by providing significant managerial, theoretical, and empirical contributions and assuaging feelings of distrust towards card payment services

Coping with IT! Antecedents and Consequences of Technostress in E-Commerce

Technostress represents a high risk for e-commerce operators as consumers perceiving technostress are likely to leave online stores without making a purchase. However, research on technostress mechanisms in e-commerce is scarce. Conducting an online between-subjects experiment, we aim to address these research gaps by providing insights on when technostress arises in an e-commerce context, which coping strategies consumers apply when perceiving technostress and how this affects their behavior: We empirically investigate which technology-induced stressors create technostress in an online store and how they affect purchase intention. Our moderated mediation analysis based on 160 respondents reveals a negative indirect effect of technostress on consumers’ purchasing intention, mediated by consumers’ perception of website quality, website trust, and choice of coping strategy. Thereby, we contribute to technostress, coping and e-commerce literature and extend research by presenting empirically validated technology-induced stressors together with insights into the mechanism of a transactional technostress-model in the context of e-commerce

An Avatar a Day Keeps the Stress Away: The Implementation of Avatars as Technostress Relievers on Online Shopping Websites

In contrast to stationary retail, online shopping websites are characterized by the fact that no human salesperson is available to buyers as a reference and supporting function for the purchase. With increasing technological penetration and thus online shoppers facing the challenges of technologically induced stress (technostress), it becomes crucial for e-commerce operators to reduce this impersonality of online stores to avoid negative consequences of technostress. Our study proposes the means of an avatar as a technostress reliever. We empirically assess the indirect effect of technostress on purchase intention mediated by online store quality and moderated by avatar presence on the online store website. Our 2x2-factorial between-subjects experimental study reveals a negative indirect effect of technostress on purchase intention of respondents. Further, our findings show that independently of perceived online store quality the total level of the purchase intention is higher for the presence of an avatar than for the absence of an avatar

Impacts of Store Trust Antecedents on Willingness to Disclose Personal Data in Online Shopping

Personal data disclosure is crucially important to modern business, and specifically – to online stores. It is largely predicted by the willingness to disclose personal data that significantly varies among emerging economies due to impacts of numerous factors. One of the important factors that impacts willingness to disclose personal data in online shopping is trust in an online store. However, the importance of trust in a store partly occurs because it mediates effects of other antecedents. This study conceptualizes three groups of important antecedents: personal, infrastructural and store-related factors. The study tests indirect effects of the most typical factors from each group: general trust (personal factor), legal regulations (infrastructural factor) and presence of an off-line selling channel in addition to the online channel offered by a store (e-store factor) on willingness to disclose personal data online. The findings show that all these factors, mediated by store trust, have significant positive effects on willingness to disclose personal data. The findings contribute to the knowledge of the groups of factors that impact willingness to disclose personal data online and help to set directions for future research.Acknowledgement: this project has received funding from the Research Council of Lithuania (LMTLT), Agreement No S-MIP-19-1

Familiarity with Big Data, Privacy Concerns, and Self-disclosure Accuracy in Social Networking Websites: An APCO Model

Social networking websites have not only become the most prevalent communication tools in today’s digital age but also one of the top big data sources. Big data advocates promote the promising benefits of big data applications to both users and practitioners. However, public polls show evidence of heightened privacy concerns among Internet and social media users. We review the privacy literature based on protection motivation theory and the theory of planned behavior to develop an APCO model that incorporates novel factors that reflect users’ familiarity with big data. Our results, which we obtained from using a cross-sectional survey design and structural equation modeling (SEM) techniques, support most of our proposed hypotheses. Specifically, we found that that awareness of big data had a negative impact on and awareness of big data implications had a positive impact on privacy concerns. In turn, privacy concerns impacted self-disclosure concerns positively and self-disclosure accuracy negatively. We also considered other antecedents of privacy concerns and tested other alternative models to examine the mediating role of privacy concerns, to control for demographic variables, and to investigate different roles of the trust construct. Finally, we discuss the results of our findings and the theoretical and practical implications