Browse > Article
http://dx.doi.org/10.7838/jsebs.2014.19.1.159

Effects of E-Commerce Website's Trusting Actions on Customer's Continuous Intention  

Kwon, Ohbyung (School of Management, Kyung Hee University)
Lee, Namyeon (Center for Advanced Information Technology, Kyung Hee University)
Publication Information
The Journal of Society for e-Business Studies / v.19, no.1, 2014 , pp. 159-175 More about this Journal
Abstract
Trust has been identified as crucial to intention to continue to use e-commerce systems. Although trust is inherent in relationship-based practices, most studies on trust have focused on influences on customer trust. From the viewpoint of mutual trust, few empirical studies have examined the effect of users' perceived trust from an e-commerce website on customer trust in that website, despite the obvious importance of this issue, particularly in the field of e-commerce. This paper empirically examines the role of customer perception of trust in the customer on the part of e-commerce websites. In addition, this study explores the ability of e-commerce websites' trusting actions to transfer positive impressions that encourage trust in those sites. The results indicate that in the e-commerce context, a website's trusting actions are important to customer perception of being trusted by and trusting in e-commerce websites.
Keywords
Trust; E-Commerce; Website's Trusting Actions; Continuance Intention;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Deutsch-Salamon, S. and Robinson, S., "Trust That Binds : The Impact of Collective Felt Trust on Organizational Performance," Journal of Applied Psychology, Vol. 93, pp. 593-601, 2008.   DOI
2 Driscoll, J. W., "Trust and Participation in Organizational Decision Making as Predictors of Satisfaction," Academy of Management Journal, Vol. 21, pp. 44-56, 1978.   DOI   ScienceOn
3 Fox, A., Beyond Contract : Work, Power, and Trust Relations. London : Faber and Faber, 1974.
4 Friedman, H. H., Santeramo, M. J., and Traina, A., "Correlates of Trustworthiness for Celebrities," Journal of Academy of Marketing Science, Vol. 6, pp. 291-299, 1979.
5 Ganesan, S., "Determinants of Long- Term Orientation in Buyer-Seller Relationships," Journal of Marketing, Vol. 58, pp. 1-19, 1994.
6 Gouldner, A., "The Norm of Reciprocity : A Preliminary Statement," American Sociological Review, Vol. 25, pp. 161-178, 1960.   DOI   ScienceOn
7 Grazioli, S. and Jarvenpaa, S. L., "Perils of Internet Fraud : An Empirical Investigation of Deception and Trust with Experienced Internet," IEEE Transactions on Systems, Man, and Cybernetics Part A : Systems and Humans, Vol. 30, pp. 395-410, 2000.   DOI   ScienceOn
8 Hwang, W. I., "Design Factors Influencing the Perceived Trustworthiness in E-Commerce Websites," Journal of the Society for e-Business Studies, Vol. 13, No. 3, pp. 137-152, 2008.   과학기술학회마을
9 Jarvenpaa, S. L., Tractinsky, N., and Vitale, M., "Consumer Trust in an Internet Store," Information Technology and Management, Vol. 1, pp. 45-71, 2000.   DOI   ScienceOn
10 Kronman, A. T., "Contract Law and the State of Nature," Journal of Law, Economics, and Organization, Vol. 1, pp. 5-32, 1985.
11 Jiang, X. and Shi, K., "How Subordinates Reciprocate Supervisor's Trust : A Cross-Level Model," Proceedings of the 2nd Symposium on Web Society, Beijing, pp. 608-614, 2010.
12 Kaiser, H. F., "The Varimax Criterion for Analytic Rotation in Factor Analysis," Psychometrika, Vol. 23, pp. 187-200, 1958.   DOI   ScienceOn
13 Koufaris, M. and Hampton-Sosa, W., "The Development of Initial Trust in an Online Company by New Customers," Information and Management, Vol. 41, pp. 377-397, 2004.   DOI   ScienceOn
14 Lee, M. K. O. and Turban, E., "A Trust Model for Internet Shopping," International Journal of Electronic Commerce, Vol. 6, pp. 75-91, 2001.   DOI
15 Lester, S. and Brower, H., "In The Eyes of The Beholder : The Relationship Between Subordinatesʼ Felt Trustworthiness and Their Work Attitudes and Behaviours," Journal of Leadership and Organizational Studies, Vol. 10, pp. 17-33, 2003.   DOI
16 Lowry, P. B., Vance, A., Moody, G., Beckman, B., and Read, A., "Explaining and Predicting The Impact of Branding Alliances and Web Site Quality on Initial Consumer Trust of E-Commerce Web Sites," Journal of Management Information Systems, Vol. 24, pp. 199-224, 2008.   DOI
17 McKnight, D. H., Choudhury, V., and Kacmar, C. J., "Developing and Validating Trust Measures for E-Commerce: An Integrative Typology," Information Systems Research, Vol. 13, pp. 334-359, 2002.   DOI   ScienceOn
18 Miller, G. P. and Basehart, J., "Source Trustworthiness, Opinionated Statements, and Response to Persuasive Communication," Speech Monographs, Vol. 36, pp. 1-7, 1969.   DOI
19 Moorman, C., Zaltman, G. and Deshpande, R., "Relationships between providers and users of market research : The dynamics of trust within and between organizations," Journal of Marketing Research, Vol. 26, pp. 314-328, 1992.
20 Morgan, R. M. and Hunt, S. D., "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, Vol. 58, pp. 20-38, 1994.
21 Mui, L., Mohtashemi, M. and Halberstadt, A., "A Computational Model of Trust and Reputation," Proceedings of the 35th International Conference on System Science, pp. 280-287, 2004.
22 Nguyen, V. A., Lim, E. P., Tan, H. H., Jiang, J. and Sun, A., "Do You Trust to Get Trust? A Study of Trust Reciprocity Behaviors and Reciprocal Trust Prediction," The 10th SIAM International Conference on Data Mining (SDM), Columbus, pp. 72-83, 2010.
23 Ohanian, R., "Construction and Validation of a Scale to Measure Celebrity Endorsersʼ Perceived Expertise, trustworthiness, and attractiveness," Journal of Advertising, Vol. 19, pp. 39-52, 1990.   DOI
24 Palvia, P., "The Role of Trust in ECommerce Relational Exchange : A Unified Model," Information and Management, Vol. 46, pp. 213-220, 2009.   DOI   ScienceOn
25 Riegelsberger, J., Sasse, M. A., and McCarthy, J. D., "The Researcherʼs Dilemma : Evaluating Trust in Computer- Mediated Communication," International Journal of Human-Computer Studies, Vol. 58, pp. 759-781, 2003.   DOI
26 Schurr, P. H. and Ozanne, J. L., "Influences on Eexchange Processes : Buyersʼ Preconceptions of a Sellerʼs Trustworthiness and Bargaining Toughness," Journal of Consumer Research, Vol. 11, pp. 939-953, 1985.   DOI   ScienceOn
27 Wicks, A. C., Berman, S. L. and Jones, T. M., "The Structure of Optimal Trust : Moral and Strategic Implications," Academy of Management Review, Vol. 24, pp. 99-116, 1999.
28 Serva, M. A., Fuller, M. A., and Mayer, R. C., "The Reciprocal Nature of Trust : A Longitudinal Study of Interacting Teams," Journal of Organizational Behavior, Vol. 26, pp. 625-648, 2005.   DOI   ScienceOn
29 Vatanasombut, B., Igbaria, M., Stylianou, A. C. and Rodgers, W., "Information Systems Continuance Intention of Web- Based Applications Customers : The Case of Online Banking," Information and Management, Vol. 45, pp. 419-428, 2008.   DOI   ScienceOn
30 Webster, N., Webster's II New Riverside Dictionary, New York : Houghton Mifflin, 1984.
31 Yakovleva, M., Reilly, R. R. and Werko, R., "Why Do We Trust? Moving Beyond Individual to Dyadic Perceptions," Journal of Applied Psychology, Vol. 95, pp. 79-91, 2010.   DOI   ScienceOn
32 Yu, J., Ha, I., Choi, M., and Rho, J., "Extending the TAM for a T-Commerce," Information and Management, Vol. 42, pp. 965-976, 2005.   DOI   ScienceOn
33 Ben-Ner, A. and Halldorsson, F., "Trusting and Trustworthiness : What Are They, How to Measure Them, and What Affects Them," Journal of Economic Psychology, Vol. 31, pp. 64-79, 2010.   DOI
34 Adams, J. S., "Inequity in Social Exchange," Advances in Experimental Social Psychology, Vol. 62, pp. 335-343, 1965.
35 Anderson, E. and Weitz, B., "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science, Vol. 8, pp. 310-323, 1989.   DOI   ScienceOn
36 Ba, S. and Pavlou, P. A., "Evidence of the Effect of Trust Building Technology in Electronic Markets : Price Premiums and Buyer Behavior," MIS Quarterly, Vol. 26, pp. 243-268, 2002.   DOI   ScienceOn
37 Cheung, C. M. K. and Lee, M. K. O., "Trust in Internet Shopping: Instrument Development and Validation Through Classical and Modern Approaches," Journal of Global Information Management, Vol. 9, pp. 23-35, 2001.
38 Benedicktus, R. L., Brady, M. K., Darke, P. R. and Voorhees, C. M., "Conveying Trustworthiness to Online Consumers : Actions to Consensus, Physical Store Presence, Brand Familiarity, and Generalized Suspicion," Journal of Retailing, Vol. 86, pp. 322-335, 2010.   DOI   ScienceOn
39 Bergman, J. Z., Small, E. E., Bergman, S. M., and Rentsch, J. R., "Asymmetry in Perceptions of Trustworthiness : It's Not You; It's Me," Negotiation and Conflict Management Research, Vol. 3, pp. 379-399, 2010.   DOI
40 Blau, P., Exchange and Power in Social Life, Wiley, New York, 1964.
41 Colquitt, J. A., Scott, B. A. and Lepine, J. A., "Trust, Trustworthiness, and Trust Propensity : A Meta-Analytic Test of Their Unique Relationships With Risk Taking and Job Performance," Journal of Applied Psychology, Vol. 92, pp. 909-927, 2009.
42 Doney, P. M. and Cannon, J. P., "An examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, Vol. 61, pp. 35-51, 1997.   DOI   ScienceOn
43 Dashti, A., Benbasat, I. and Burton- Jones, A., "Developing Trust Reciprocity in Electronic Government : The Role of Felt Trust," Proceedings of the European and Mediterranean Conference on Information Systems, Izmir, pp. 1-13, 2009.
44 Davis, R., Buchanan-Oliver, M. and Brodie, R., "Relationship marketing in electronic commerce environments," Journal of Information Technology, Vol. 14, pp. 319-331, 1999.   DOI   ScienceOn
45 Riegelsberger, J., Sasse, M. A., and McCarthy, J. D., "The Mechanics of Trust : A Framework for Research and Design," International Journal of Human-Computer Studies, Vol. 62, pp. 381-422, 2005.   DOI
46 Mayer, R. C., Davis, J. H. and Schoorman, F. D., "An Integration Model of Organizational Trust" Academy of Management Review, Vol. 20, pp. 709-734, 1995.
47 Gefen, D., "E-commerce : The Role of Familiarity and Trust," Omega, Vol. 28, pp. 725-737, 2000.   DOI   ScienceOn