Thank You, Come Again: Examining the Role of Quality and Trust on eCommerce Repurchase Intentions

As the pertinence of online consumer shopping continues to grow, more and more e-retailers are erecting websites. In this increasingly competitive environment, building customer loyalty and retaining customers is integral to achieving sustained profitability. While one stream of literature has suggested that e-retailers should concentrate on improving quality, another stream has recommended that the focus should be on building trust with customers. This paper represents an early, working attempt to synthesize these parallel streams, investigating how the interplay between three forms of quality (information, system, and service) and trust help to retain customers. Integrating information systems and marketing research, the results of this paper suggest that trust mediates the relationship between each type of quality and both satisfaction and repurchase intentions. Furthermore, of the three types of quality that are examined, service quality engenders the greatest impact on trust, followed by information quality then system quality. The paper concludes with a discussion of this preliminary model as well as directions for the future development of this project

They Call for Help, But Don\u27t Always Listen: The Development of the User-Help Desk Knowledge Application Model

The IS help desk function plays a central role in boundary spanning knowledge exchanges within organizations. Help desk employees provide technical support to users in an effort to transfer knowledge and enable users to autonomously apply this knowledge in the future. However, despite their importance, little is known about the factors that affect knowledge application within this context. Adopting interpersonal influence theory, this paper develops a model that examines how dimensions of source credibility - expertise, trustworthiness, and attractiveness impact users’ knowledge application in a help desk environment. The model is tested using a sample of working adults at a large Midwestern hospital who had significant experience requesting help from an IS help desk. Results indicate that all three dimensions of source credibility predict users’ ability to apply the knowledge transferred from a help desk employee. The implications of these results are discussed