• Journal of Fashion Business
• /
• v.21 no.6
• /
• pp.31-46
• /
• 2017

This study views the people's propensity to rely on others' evaluations as the interpersonal trust online despite a lack of personal interactions. Therefore, this study explores the underlying dimensions of interpersonal trust and examines how interpersonal trust influences trust in the e-tailer and behavioral intent. Data of 395 adults who had purchased apparel goods online were collected nationwide using an online questionnaire. Exploratory and confirmative factor analysis identified five underlying constructs of interpersonal trust online such as peer identification, ability, integrity, shared lifegoals, and benevolence. A structural equation modeling test was conducted to examine the relationships between interpersonal trust, trust in the e-tailer, and behavioral intent. Interpersonal trust influenced on trust in the e-tailer, specifically on trust in the e-tailer's competence which subsequently increased a customer's behavioral intent such as attitude toward the e-tailer and shopping intention. Although no direct effect of interpersonal trust on the behavioral intent was found, interestingly, the effects of the interpersonal trust on the e-tailer trust which derived the behavioral intent to purchase. This result suggests that marketers devise a more effective system and environment that can encourage the interpersonal trust between customers to build a strong trust in e-tailers. It also provides a theoretical framework of online trust in the way of classifying interpersonal trust and trust in e-tailers.

• International Commerce and Information Review
• /
• v.8 no.3
• /
• pp.143-164
• /
• 2006

EDI is fast becoming the standard way of exchanging business documents, not only in this country but throughout the world. The purpose of EDI is currently being used for all the most common business transactions such as purchase orders, invoice, quotes, bill of lading, status reports, receiving advices; and also for some very specific transaction. Thus, the purpose of this study, by way of literature survey and survey research are to find the effectiveness in EDI Service of Clearance Physical. The model of the Trust Dimension and EDI Provider Loyalty in EDI Service of Clearance Physical is tested here using data from 163 samples. Based on the research model, a comprehensive set of hypotheses is formulated and a methodology for testing them is outlined. some of the hypotheses are tested empirically to demonstrate the applicability of the theoretical model. In examining the relationships of the Clearance EDI determinants factors, Trust and e-loyalty show in significantly by customs practice trust, clearance EDI, EDI provider trust and clearance EDI loyalty. but that show in not significantly by a list of names, EDI benevolence.

• Journal of Distribution Science
• /
• v.18 no.3
• /
• pp.5-14
• /
• 2020

Purpose: Trust plays an important role in e-commerce because consumers perceive more risk involved with this type of shopping than traditional way of shopping. Trust is defined as complex and multidimensional issue. This paper argues that trust should be considered to have two important components as trust belief and trust intention, in which trust belief has three components as competence, integrity and benevolence. Research design, data and methodology: This study examines the relationship between retailer website quality (web design, navigation, information), reputation and risk toward trust. In addition, trust and risk toward buying behavior are also considered, leading to customer satisfaction. The paper is conducted on a sample of 594 customers with direct experience of online shopping in Vietnam. Both confirmatory factor analysis (CFA) and a structural equation model (SEM) were utilised. Results: Empirical findings from this paper indicate that trust is high order construct. Website quality and reputation have positive impacts on customers' trust. Trust has a positive relationship to buying behavior and customers' satisfaction while perceived risk has negative relationship to buying behavior. In contrast, a relationship between perceived risk and trust is not supported in this study. Conclusions: Improving reputation and website quality (especially information) may increase customers' trust and eventually lead to purchase decision.

• Asia pacific journal of information systems
• /
• v.15 no.3
• /
• pp.187-207
• /
• 2005

In the Internet-based B2C e-commerce, trust has been recognized as a critical factor to reduce uncertainties, through interacting with a well-known specific shopping mall. In this study, we view customer trust as not a unitary concept but multidimensional one consisted of the trustworthiness of trustee, familiarity with the specific shopping-mall, disposition to trust, and institution-based trust. In this study, first, we considered the trustworthiness of trustee consisted of capability, benevolence, and integrity as one of the major factors to build customer trust on the specific Internet shopping-mall. In the context of the Internet e-commerce, the role of institutional structures is very important to assure the customer trust from the various opportunistic behaviors because of the characteristics of internet-based commerce such as impersonality, the lack of information on the other party, and the transactions with a number of anonymous people. Second, we examined the effect of the institution-based trust built by institutional structures on customer trust. Third, we examined the effect of customer trust and familiarity on retaining customer loyalty. Our findings showed that customer trust and familiarity played a major role in retaining customer loyalty with the specific shopping-mall. In conclusions, we discussed the strategies to build the customer loyalty for maintaining the customer. We suggest customer trust and familiarity for the factors to bind the customer with the specific shopping-mall based on these results.

• The Journal of Information Systems
• /
• v.26 no.1
• /
• pp.171-188
• /
• 2017

Purpose This study investigates the effects of trust and distrust on intention to purchase in open market, based on the idea that trust and distrust can co-exist. Specifically, this study approached the effects of trust and distrust of the open market on the intention to purchase from a two-dimensional perspective, and examined trustworthiness as the antecedents of trust and distrust. Design/Methodology/Approach In this study, we conducted a questionnaire survey on consumers who have actually purchased a product from open markets in Korea for two months. As a result, 141 users are chosen for the sample. We apply PLS (Partial Least Squares) structural equation modeling (SEM) to verify our theoretical model using the software application SmartPLS 3.0. Findings First, trust in open market positively affects intention to purchase, whereas distrust in open market negatively affects intention to purchase. Second, the three antecedents of trust (i.e. three factors constituting trustworthiness such as ability, benevolence and integrity) affect trust in open market. Third, integrity negatively affects distrust in open market. Since integrity plays an important role in building both trust and distrust in open market, the operators of open market should pay attention to managing their integrity.

• Management & Information Systems Review
• /
• v.34 no.1
• /
• pp.51-63
• /
• 2015

This study investigated how presence will affect the user's trust in educational serious game. To achieve our research purposes, we divide presence into two parts: virtual presence and social presence and identify the relationship between trust and trustworthiness. and also, we separate out trust such as trust in learning and trust in fun according to users purposes. We conduct the survey using the english serious game for university student. The results show that presence significantly influence on trustworthiness and also trustworthiness effect on trust in learning and fun.

• Korean Business Review
• /
• v.13
• /
• pp.31-47
• /
• 2000

Trust has been viewed from many perspectives according to their domains. This article reviewed some of many formerly suggested studies and models. And antecedents of trust, such as trustworthiness(ability, benevolence, integrity) and individual trust propensity as well as their interactions, were respectively and empirically tested in the context of Korean workplaces. Through the factor analysis of field survey(N=243), proposed conceptual independence in trustworthiness was only partially supported. Of the relationships between antecedents and trust, all components of trustworthiness were significantly sustained. While effects of individual trust propensity and its interactions with trustworthiness on trust were not found.

• Journal of Information Technology Applications and Management
• /
• v.23 no.1
• /
• pp.1-23
• /
• 2016

Social commerce (s-commerce) is a subset of e-commerce and uses social media for social interactions. Although s-commerce has been rapidly growing, disputes between some s-commerce firms and their consumers often occur over issues such as poor customer services, incorrect product information, and late refunds. In order for s-commerce to continuously grow, s-commerce firms need to build consumer-trust in their transaction process to minimize their consumers' uncertainty. The purpose of this study is to examine the relationships between the multidimensional trust (ability, integrity, benevolence) and the intention of continuous use of s-commerce. Moreover, this study presents antecedent factors needed for trust-building by applying the characteristics of s-commerce, and verifies the relations between the variables. We test and validate the research model and related hypotheses using structural equation modeling based on a survey done on 428 people who have previous experience with s-commerce. The result shows that trust has positive effect on the intention of continuous use, and verifies the necessity of the antecedent factors (social presence, assurance, informativeness, economic feasibility, and seller reputation) for trust-building. This study provides strategy for the continuous growth of s-commerce, and suggests theoretical implication that explains the relationship between the characteristics of s-commerce and consumers.

• Knowledge Management Research
• /
• v.15 no.3
• /
• pp.121-140
• /
• 2014

Many firms have been utilizing SNSs such as Facebook and Twitter actively in order to boost interactions with customers that promote product and service innovations and effective marketing. Although positive outcomes of the customer interactions in SNSs are expected, there exist few studies on the effects of interactions between customers and firms in the SNS context. This study empirically examines how customer experiences in multi-dimensional interactions (i.e., pragmatic, sociability, usability, and hedonic interaction) in corporate SNSs influence customer trust in the firm, and how customer learning benefits are associated with firm benefits such as gaining customer trust. The results indicate that all four dimensions of customer interactions in SNSs have significant effects on customer learning benefits, which in turn significantly influence customer trust in the firm. Meanwhile, the results reveal that there are also direct relationships between specific dimensions of customer interactions in SNSs and the two dimensions of customer trust (i.e., ability-based and benevolence/integrity-based). Based on the findings, this study diagnoses the status of corporate SNSs in terms of collaboration with customers and provides practical implications for firms which attempt to capitalize on the multi-dimensional customer interactions in SNSs and to facilitate innovative activities with customers.

• The Journal of the Korea Contents Association
• /
• v.22 no.10
• /
• pp.575-585
• /
• 2022

Negative perceptions about corporate social responsibility (CSR) crises and repeated crises are increasing. It is necessary to examine the effects of a proactive strategy of disclosing crisis information against the negative perceptions. The research is intended to analyze ability-based trust, and benevolence-based trust by crisis type, crisis history, and timing of crisis disclosure. In this regard, a 2 (crisis history: present vs. absent) x 2 (crisis type: corporate ability crisis vs CSR crisis) x 2 (timing of crisis disclosure: stealing thunder vs thunder) between-groups design experiment was conducted. Research results show crisis type and crisis history have significant interaction effects on ability-based trust. In the CSR crisis, the case with crisis history shows lower ability-based trust than the case without crisis history. Timing of crisis disclosure showed significant interactions with crisis history and crisis type. The stealing thunder strategy heigntened ability-based trust and benevolence-based trust against the CSR crises and the cases without crisis history more than the corporate ability crises and the cases with crisis history. Considering that the stealing thunder strategy is more effective with the CSR crises than the corporate ability crises, the research results suggest that future CSR crisis responses should prepare active disclosure of crisis information before news media disclosure of such information.