The Effects of Trust Transference, Mobile Attributes 89 BAR

Abstract Trust is essential in building relationships. In mobile commerce, as in electronic commerce, trust is even more valuable given the absence of human contact and direct observation of the service provider. Despite the importance of trust for mobile commerce, there has been little academic effort to study the relationships between mobile devices unique components of interactivity and customer trust, or the relationship between offline, online and mobile trust. This study proposes a trust-mediated model for customer attitude and transaction intentions in mobile commerce contexts that incorporates trust transference and unique factors present in mobile commerce. Data were collected in an online survey and analyzed via structural equations modeling. Results suggest that trust transferred from online contexts and ease of use have significant effects on mobile trust formation, while also indicating that mobile trust influences consumers' attitudes and intentions to purchase using mobile devices

Building Relationships That Last: Integrating Public Relations Into Web Design

This paper explores the relationship between web site design, public relations strategy, and a consumer\u27s intention to return to a web site. This relationship is defined through a model that explores the influence of information satisfaction, particularly when the web site design is congruent with the consumer\u27s expectations. The public relations dimension extends the consumer web site design model by interjecting a long-term focus on relationship building that organizations will need to make electronic commerce a viable investment in information technology resources. This is significant because it recognizes the importance of developing loyalty and trust online

A Two-Process View of Trust and Distrust Building in Recommendation Agents: A Process-Tracing Study

Prior literature focuses on trust, while largely ignoring distrust, partly because of the assumption that an Information Technology (IT) design that builds trust in the IT will also prevent distrust-building. However, this assumption may not be true if trust-building processes and distrust-building processes in the context of IT usage are different. This paper proposes a two-process view of trust and distrust building, i.e., that trust-building and distrust-building processes are distinct and separate. In the context of recommendation agent (RA) usage in electronic commerce, a trust (distrust) process is defined as a customer’s favorable (unfavorable) interpretation of his or her interactions with an RA, resulting in a positive (negative) expectation that the RA can be relied upon for his or her shopping decisions. This study empirically tests a process theory rather than a variance theory. Variance theory research relies on logical arguments to explain and test the causality relationships among variables. Process theory research complements variance theory research by revealing and testing the mechanisms that constitute the processes by which certain variables influence others. In this process-tracing study, we collected and analyzed the concurrent verbal protocols from 49 participants using two RAs. The results of our protocol analysis support the proposed two-process view. The pattern of trust-building processes in RA usage is systematically different from that of distrust-building processes, which may suggest that some RA features should be designed to increase trust, and others to decrease distrust. The findings also suggest that distrust deserves research attention on its own merit. In a complex relationship involving both trust building and distrust building, understanding both trust and distrust processes, rather than focusing on trust alone, can lead to a more accurate representation and improved management of that complex relationship

An Empirical Investigation of Virtual Communities and Trust

In the midst of promising perceived benefits, the electronic commerce (EC) environment entails greater challenges than those posed by conventional trade. In addition to privacy and security concerns, researchers and businesses alike are increasingly aware that the lack of trust for online vendors experienced by consumers constitutes a serious barrier to the widespread adoption and successful proliferation of EC. The process of building trust between consumers and vendors in the online environment thus becomes of paramount importance. This study seeks to examine how online vendors can develop trusting relationships with consumers through the establishment of virtual communities (VCs), fast becoming a notably successful online business model with relationship-enhancing and trust-building capabilities. By integrating multi-disciplinary theories, we propose and empirically validate a model, which proposes that increased levels of involvement in VCs enhances trust building among members and vendors, in turn encouraging greater EC participation in light of lower perceived risks and greater perceived benefits of online transactions. Results indicate that these relationships as proposed in the model are significant. There is empirical support that VCs constitute a successful business model of building trust, reducing perceived risks of purchase, improving customer relationships, reducing search costs, and retaining customers, leading us to conclude that increased involvement in VCs indeed has a positive effect on EC participation

A Framework for the Identification of Electronic Commerce Visual Design Elements that Enable Trust within the Small Hotel Industry

Trust plays an important role in any customer relationship or transaction. This is especially true in the world of commerce. Buyers and sellers must make the conscious decision whether or not to trust the other party. Trust is an integral part of commerce and has been in existence since the beginning of human social interactions. With the emerging use of the Internet as a business medium of exchange, trust maintains an important role in electronic commerce. This research reviews the role of trust within the small hotel industry and the design elements having the highest impact toward developing trust between the buyer and seller. small hotel organizations to utilize the electronic commerce environment as a competitive advantage. Trust is a concept that most people understand but have trouble defining. Brick and mortar companies can establish trust by providing personal service, one-on-one contact, and creating an environment that communicates trust to the customer. In the electronic commerce environment, many of the face-to-face experiences a shopper receives from the physical store are missing. The online shopper must develop a level of trust based on the web representation of the company or organization. Only through good experiences are the bonds of trust solidified, making the user more comfortable with sharing information and engaging in extensive forms of commerce. Trust must be established from the first exposure to the property or online representation of the hotel. How can the small hotel compete with large chains, such as Marriott, Sheraton, Hilton, or Embassy Suites? The Internet is becoming the main communication channel for the Business to Consumer (B2C) market, leaving the ability to differentiate between the luxury hotel and the small hotel to the skill of the web developer. Therefore, smaller hotels must exploit the Internet in order to develop trust and increase their market share. small hotel organizations to utilize the electronic commerce environment as a competitive advantage. The goal of this research was to create a usable framework for building trust in an online environment, focusing specifically on the small hotel sector within the lodging industry. This framework was constructed based on the literature review and enabled the development of a solid information architecture and Internet strategy. This study established that page layout, navigation, professional style, graphics, and information content are significantly related to the establishment of online trust. The utilization of these visual design elements will enable small hotel organizations to utilize the electronic commerce environment as a competitive advantage

Analysis Of Perceived Information Quality, Privacy, And Security On Consumer Repurchase Intention And Trust As Mediation Variable In The Context Of Traveloka Services

Information quality, perceived privacy protection, and perceived security protection are the important factor in building successful long-term relationships in the e-commerce context. In the absence of physical interaction between the buyer and the seller, how websites can gain the trust of the buyers and deliver on the promises made have become central issues in online customer relationship management. What are the antecedents of trust in this context? How do trust affects an Internet consumer’s purchasing decision? To answer these questions, we develop a theoretical framework describing the trust-based decision-making process a consumer uses when making a repurchase from a given site, test the proposed model using a Confirmatory Factor Analysis technique on Internet consumer repurchasing behavior data collected via a Web survey, and consider the implications of the model. The results of the study show that Internet consumers’ trust strong impacts on their repurchasing decisions. Consumer disposition to trust, privacy concerns, security concerns, and the information quality of the Website have strong effects on Internet consumers’ trust in the Website. Keywords: Role of trust, Electronic commerce, Antecedents of trust, Consumer trust, Internet consumer behaviour, Privacy and securit

Linking consumer trust perception in constructing an e-commerce trust model

Trust issues is still considered as a main obstacle in the implementation of eCommerce Due to the increasing numbers of cyber crimes committed today, consumers are faced with doubt to engage in online shopping. As a safety precaution, consumers will take certain measures to protect their information by evaluating and assessing these websites trustworthiness before an actual purchase occurs. This paper describes a model that examines the elements related to online consumer behavior and to investigate this behavior towards building and increasing trust. The applicability of the model was tested in attempt to view consumers' acceptance towards the model and its component. The fmdings indicate the respondents are aware of the trust issue surrounding e-Commerce implementation as they accept and agreed with the model and its components

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Investigating on Determinants of Cross-Border E-Commerce Purchase Intention

Research Background and Motivation In recent years, cross-border e-commerce has risen and developed to be an important model in the rapidly expanding e-commerce market. According to Accenture’s predictive report, the global market of cross-border e-commerce will increase in size to $1 trillion in 2020, and obtain more than 900 million online consumers around the world (Feng et al., 2017). Due to the information asymmetry between online customers and retailers, reducing customers’ uncertainty and building their trust become critical issues for e-commerce. Comparing with traditional e-commerce, cross-border e-commerce suffers more from customers’ uncertainty, because of their limited knowledge and unfamiliarity of other countries, various image on the products and their original countries, and different attitude to cross-border e-commerce platform. These factors lead to the perceived risk in process of cross-border purchasing, and increase uncertainties which negatively affect their purchase intention. It is important to find out the mechanism of consumers’ psychology and behavior under cross-border e-commerce context, and explain the influencing factors of customers’ uncertainty and purchase intention. Theoretical Foundation and Model Development The country-of-origin image (COO) is considered as an important factor on reducing uncertainty and complexity of making purchase decisions in international business and cross-border commerce. COO can be described as a snapshot and a representation which business people and consumers link to the products of a particular country (Cervin˜o et al. 2005). Authors such as Lantz (1998) and Ahmed et al. (2005) introduce the concept of COO as the result of the country’s stereotypes. Stereotypes affect consumers on categorizing information (Tat et al. 2012). The way consumers tend to categorize knowledge can be used to explain the relationship between COO and the product (Lee and Ganesh, 1999). Product category image (PCATI) means the image of products in a particular category form a country (Adamantios et al. 2011). Better country image lead to higher evaluation of the country\u27s performance on the product category, then we make a hypothesis that COO will positively influence PCATI. Both COO and specific product category level (PCATI) are drivers of product image, and have positive impact on PCATI. Trust plays an important role in all business relationships, especially cross-border e-commerce. The separation in both time and space in cross-border e-commerce brings information asymmetry to buyer which raises risks and uncertainty. Meanwhile it highlights the importance of trust. Trust is defined as the buyers have positive expectations of supplier’ behavior and intention and are willing to accepting vulnerability in the process of purchasing (Rousseau et al. 1998, p. 295) . Buyers are concerned with platform-level trustworthiness, which is divided into parts: ability, benevolence, and integrity (Mayer et al. 1995). Consumers really care about whether platform has the ability to satisfy their needs, show benevolence and integrity towards the buyer for their benefits. Trust in platform is measured as the trustworthiness of the cross-border e-commerce platform. However, in cross-border transactions, buyers are also concerned with country-level and product category-level characteristics. Consumers’ trust in platform provides cues on the institutional assurance on the quality of product, and reduces their dependence on the characteristics of products like COO and PCATI. In other words, trust in platform negatively moderates the relationship between COO (PCATI) and product image. Consumers’ knowledge can change their perceptions of product image. Subjective knowledge highly influences consumers’ decisions on choosing products according to their attributes (Phillips et al. 2013). Subjective knowledge is defined and measured as the amount of product related information which a consumer perceived as storing in their memory (Flynn and Goldsmith 1999). The consumers with subjective knowledge can clearly identify the product attributes they need, so they place a higher value on PCATI rather than COO when they perceive the product image. For example, an electronics enthusiast would be more concerned with the level of electronics in a given country than with the overall image of COO. Namely the more subjective knowledge consumers have, the less they will refer to COO to perceive product image. On the contrary, the more subjective knowledge consumers have, the more attention they will pay to PCATI to assess product image. We make hypothesis on the moderation effect of subjective knowledge on relationship of COO (PCATI) and product image: Subjective knowledge negatively moderates the relationship between COO and product image. Subjective knowledge positively moderates the relationship between PCATI and product image. Uncertainty has always been an important issue for e-commerce purchase behavior. It comes from the unpredictable changes and information asymmetry due to nondisclosure or distortion of information (Devaraj et al. 2002). Consumers’ willingness or reluctance to acquire products is mainly affected by the degree of consumers’ familiarity with a product (Souiden et al. 2011). Liu & Liu The 18th International Conference on Electronic Business, Guilin, China, December 2-6, 2018 826 Uncertainty is negatively associated to possibility of consumers’ purchase decision. However, uncertainty can be reduced by subjective knowledge, product image and trust in the platform. The higher consumers’ perceived products image (product image / trust in platform) is, the lower their uncertainty towards those products. Fishbein and Ajzen (1975) defined purchase intentions as decisions to act, or psychological states which represent the individual’s perception to engage in a purchase behavior (Wang and Yang, 2008). Consumers’ purchase intention constitutes a long cognitive process (Haubl, 1996). The higher consumers’ uncertainty to acquire high a product is, the lower is their purchase intention of this product. Intended Contribution The objective of our study is to gain insights into the determinants of cross-border e-commerce purchase intention, and in particular to investigate the influencing factors of uncertainty in the cross-border purchasing. Base on the cross-border context, we study the effect of country image on building product image by consumers. We further classified the general concept of country image into COO and PCATI. We think COO is a cue that consumer utilized to build the image of a cross-border product. Additional consideration is given to the influence of PCATI on product image in this study, indicating PCATI is positively associated with product image. Trust in platform and subjective knowledge are defined as moderators in the model. This study innovatively investigates their moderating effect on the relationships between COO/ PCATI and product image, and their negative impact on uncertainty. In addition, this study further clarified the influencing factors of uncertainty, namely trust in platform, subjective knowledge and product image. All of these variables have negative effects on uncertainty. And both consumers and platform managers can benefit from our study and take actions to encourage purchase intention by reducing uncertainty in the cross-border e-commerce purchase process