• Title/Summary/Keyword: Experienced Trust

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Influencing Factors for Repurchase Intention in e-Learning Sites

  • Lee, Myung-Moo;Chung, In-Keun
    • Proceedings of the CALSEC Conference
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    • 2005.03a
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    • pp.96-100
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    • 2005
  • This study examines the effects of the characteristics of educational contents, brand recognition, educational management and technical support on the repurchase intention mediated by overall satisfaction, trust and commitment in e-Learning sites. A survey of experienced users was conducted to collect data. The reliability and validity of data were tested by explanatory factor analysis, Cornbach's alpha coefficient, confirmatory factor analysis and correlation analysis. Also, the structural equation mode (SEM) analysis was performed to test the usefulness of the model. The results of the study are as follows: Educational contents, educational management and technical support were found to have positive effects on overall satisfaction. And educational contents and brand recognition were found to have positive effects on trust and commitment. And trust and overall satisfaction were found to have mediating effects on repurchase intention.

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The Effect of the Experience Clue of Chatbot Service in E-Commerce on Customer Experience and Trust (이커머스 챗봇서비스의 경험 단서가 고객경험과 신뢰에 미치는 영향)

  • Choi, Sang Mook;Choi, Do Young
    • The Journal of Information Systems
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    • v.31 no.4
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    • pp.123-143
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    • 2022
  • Purpose The purpose of this study was to investigate the experience cues of chatbot services provided to existing customers familiar with the e-commerce environment, and to examine the effect of chatbot service's experience cues on customer experience and chatbot trust. Design/methodology/approach This study was conducted on consumers who experienced chatbot services in an e-commerce environment, the final 299 copies of valid data were obtained, and the research hypothesis was verified using PLS as a structural equation model. Findings As a result of the analysis, it was found that functional cues that cause customer experiences using chatbot services had a positive effect on cognitive and emotional experiences, human cues had a positive effect on cognitive, emotional and relational experiences, and customer experiences had a positive effect on chatbot trust.

Consumer Attribution and Performance of Creating Shared Value Examined through Sports Firms (스포츠기업을 통해 살펴본 소비자의 귀인과 공유가치창출(CSV) 활동의 성과)

  • Choi, Seung Kook;Noh, Yonghwi
    • Journal of Korean Society for Quality Management
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    • v.52 no.2
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    • pp.341-356
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    • 2024
  • Purpose: This study investigates the role of authenticity in the effect of CSV activities of sports firms on corporate trust based on the attribution theory. Although many studies have been conducted on CSV, studies on the sports firms' CSV activities and their authenticity are insufficient. Methods: This study surveyed consumers who have experienced CSV activities of sports firms. The data were analyzed using structural equation model and hierarchical regression analysis. Results: The results showed that sports firms' CSV activities significantly affected corporate trust and authenticity played an important role in regulating the impact of CSV activities on corporate trust. The more authenticity was recognized by customers, the higher the performance of sports firms' CSV activities. Conclusion: These results imply that it is important to establish authentic CSV strategy, as performance of CSV activities is mainly determined by authenticity.

The Effect of Social Support on Anxiety in Pandemics (COVID-19): The Mediated Effect of Social Trust (팬데믹 상황(COVID-19)에서 사회적 지지가 불안에 미치는 영향: 사회신뢰의 매개효과)

  • Yang, Mi-Ra;Kim, Hae-Sook
    • Journal of the Korea Convergence Society
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    • v.11 no.11
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    • pp.309-319
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    • 2020
  • In this study, we looked at the relationship among the anxiety, social support and trust experienced by the general public during the pandemic situation (COVID-19), and confirmed the effect of trust to the relationship between social support and anxiety. First, the correlations analysis that was performed to identify the relationship among the variables showed negative correlation between social support and anxiety. While it was also found that social support showed positive correlations with social trust, no significant correlations were shown with regards to government trust. Furthermore, government trust and social trust showed negative correlations with anxiety. Second, the regression analysis was conducted to verify the hypothesis that social support would affect anxiety through social trust. It showed that social trust partly mediated in the relationship between social support and anxiety. Based on the results above, the discussions and suggestions were presented throughout the study.

The Effects of Trust and Attachment to Hyper-Realistic Virtual Influencers on Behavioral Intentions: Based on the Trust-Building Model (초현실 가상인플루언서에 대한 신뢰와 애착이 행동의도에 미치는 영향: 신뢰구축모델을 기반으로)

  • Hao, Jia Wei;Yang, Sung Byung;Yoon, Sang Hyeak
    • The Journal of Information Systems
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    • v.31 no.4
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    • pp.75-100
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    • 2022
  • Purpose Recently, hyper-realistic virtual influencers have received much attention in the field of corporate marketing. However, there is a lack of research that suggests specific processes affecting behavioral intentions through trust and attachment between virtual influencers and consumers. In addition, previous studies have failed to consider the characteristics of hyper-realistic virtual influencers. Therefore, this study investigates the effects of trust and attachment to hyper-realistic virtual influencers on consumers' behavioral intentions based on the trust-building model. Design/methodology/approach Based on the previous research, seven antecedent factors for trust-building were derived: Reality, Attractiveness, Awareness, Interactivity, Professionalism, Social Presence, and Predictability. Next, the survey was conducted on Chinese people who had experienced interacting with hyper-realistic virtual influencers on social network services within the last 3 months at the time of data collection. A total of 326 respondents were used for the final analysis and hypotheses were tested using a structural equation model technique. Findings The results of this study are as follows. First, this study confirmed that reality, attractiveness, awareness, social presence, and predictability as antecedent factors for trust-building of hyper-realistic virtual influencers have a positive effect on trust. Second, this study confirmed that trust in hyper-realistic virtual influencers has a significant positive effect on attachment. Lastly, this study confirmed that trust and attachment to the hyper-realistic virtual influencer significantly and positively affect relationship retention and purchase intentions.

The Effects of Perceived Justice According to Type of Consumer Complaints in the Internet Open Market (인터넷 오픈마켓에서의 소비자 불만유형에 따른 공정성지각 효과의 비교)

  • Im, Jung-Eun;Lee, Jin-Hwa
    • Journal of the Korean Society of Clothing and Textiles
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    • v.34 no.4
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    • pp.563-574
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    • 2010
  • This study focused on the consumer post-complaint behavior in the Internet open market due to the rapid growth of Internet fashion markets and increased consumer dissatisfaction that has increased post complaint behavior. This study identifies the effect of perceived justice on consumer trust and repurchase intention, it then compares the effects of perceived justice on consumer trust and repurchase intention among the different types of dissatisfied groups. The respondents were 369 consumers who experienced dissatisfaction in the Internet open market. The data were analyzed by factor analysis, path analysis, ANOVA, cluster analysis using SPSS win 12.0 and Amos 7.0. In the research model, three components of perceived justice: distributive justice, procedural justice, and interactional justice have significant effects on trust. Trust has a positive effect on repurchase intention. Dissatisfied consumers were clustered into three types of those dissatisfied with 1) shopping mall/shipping, 2) service, and 3) products. The consumer groups classified by the types of dissatisfaction showed different effects of perceived justice on trust and repurchase intention in the Internet open market.

Five-year follow-up after pancreatoduodenectomy performed for malignancy: A single-centre study

  • Thomas Brendon Russell;Peter Lawrence Zaki Labib;Somaiah Aroori
    • Annals of Hepato-Biliary-Pancreatic Surgery
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    • v.27 no.1
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    • pp.76-86
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    • 2023
  • Backgrounds/Aims: The aim of this study was to describe short- and long-term outcomes of patients who underwent pancreatoduodenectomy (PD) at a typical United Kingdom hepatopancreatobiliary unit. Methods: A retrospective analysis of all PD patients with histologically-confirmed pancreatic ductal adenocarcinoma (PDAC), ampullary adenocarcinoma (AA), or distal cholangiocarcinoma (CC) from September 1st, 2006 to May 31st, 2015 was carried out. The following information was obtained: demographics, comorbidities, preoperative investigations, neoadjuvant treatment, operative details, postoperative management, complications, adjuvant treatment, five-year recurrence, and five-year survival. Effects of selected preoperative variables on short- and long-term outcomes were investigated. Results: Of 271 included patients, 57.9% had PDAC, 25.8% had AA, and 16.2% had CC. In total, 67.9% experienced morbidity and 17.3% developed a Clavien-Dindo grade ≥ III complication. The 90-day mortality was 3.3%. Clinically-relevant postoperative pancreatic fistula, bile leak, gastrojejunal leak, postpancreatectomy haemorrhage and delayed gastric emptying affected 8.1%, 4.1%, 0.0%, 9.2%, and 19.9% of patients, respectively. American Society of Anesthesiologists grade III-VI correlated with overall morbidity (p = 0.002) and major morbidity (p = 0.009), but not 90-day mortality or five-year survival. The same pattern was observed in patients with a preoperative serum bilirubin > 29 µmol/L and/or a neutrophil/lymphocyte ratio > 3.1. Five-year cancer recurrence and five-year survival were 68.3% and 22.5%, respectively. PDAC patients had higher five-year recurrence but lower five-year survival rates (both p = 0.001). Conclusions: In our series, the majority of patients experienced a complication. However, few patients experienced major morbidity. Surgical risk factors did not affect five-year survival.

A Study on the Effects of Customer Perceived Trust in Manufacturer and Customer Perceived Justice in Agencies on Customer Loyalty to Agencies -Mediating Roles of Customer Trust in and Satisfaction with Agencies- (본사의 신뢰 및 대리점의 공정성이 대리점의 충성에 미치는 영향에 관한 연구 -대리점의 신뢰 및 대리점 만족을 매개로-)

  • Bae, Sang-Wook;Bae, Mi-Hyun;Kim, Wan-Min
    • Journal of Distribution Research
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    • v.12 no.2
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    • pp.51-78
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    • 2007
  • This study investigates what effects both customer trust in the headquarters and perceived customer justice(interactional, procedural and distributive) in agencies have on customer loyalty to the agency via customer trust and satisfaction with the agency. The data for analysis are obtained from 266 customers who are experienced in dealing with agencies. The results show the following : first, customer perceived justice has a significant positive influence on customer trust and satisfaction with the agencies. Second, customer trust in the headquarter has a significant positive influence on customer trust with the agencies. Third, customer satisfaction with the agencies has a significant positive influence on customer trust in the particular agency Fourth, both customer trust in and satisfaction with the agencies are found to have significant positive impacts on customer loyalty to the agencies. Finally, we presented suggestions for enhancing customer loyalty to the agencies.

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The Relationship between Offline Trust and Online Transaction in Internet Banking (인터넷 뱅킹에서 오프라인 신뢰와 온라인 거래의 관계)

  • Lee, Woong-Kyu
    • Asia pacific journal of information systems
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    • v.17 no.2
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    • pp.29-47
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    • 2007
  • Owing to the rapid growth of using the Internet, not only click-and-mortar companies but also brick-and-mortar ones have been expanding their distribution channels into online, Moreover, since online channels are more attractive than offline ones in control and maintenance, switching customers into online ones is emerged as one of very important managerial issues in a view of reduction of cost as well as expansion of services. However, the switched customers should be faced by uncertainties which could not have been experienced in offline. Specifically, in online channels, buyers and sellers are separated temporally and spacially and there are always so many kinds of threat for security as well as not enough systems and conventions for them yet. Therefore, trust has been considered as one of the most critical mechanisms for resolution of such uncertainties in online transactions. However, it is not easy to build and maintain the relationships in online since most of them are virtual and indirect generally. Therefore, in order to switch offline customers into online ones, it is very important to make strategies based on identification of the relationship between online transaction and offline trust which has been built in offline business. Generally offline trust, which has been built independent of online, could not include trust for online-dependent activities such as payment security during or after transactions, while most of online trust include it. Therefore, a customer with high offline trust does not always perceive high security and assure safe transactions. Accordingly, while online trust, where technical capabilities for online security is one of main bases, includes control trust implicitly or explicitly, offline trust does not. However. in spite of such clear discrimination and independence between offline trust and perceived security, there can be the significant dependency between these two beliefs. The customers with high offline trust believe that the company would do some activities for online security for customers' safe transactions since it has been believed of doing well for customers' trust. Theoretically, users' perception of security is interpreted as a kind of control trus, which is trust for company's technical control capacities in order to resolve technical uncertainties in online. Therefore, the relationship between two beliefs can be considered as transference from offline trust to another type trust. that is, control trust. The objective of this study is to analyze the effect of offline trust on online transaction uses mediated by perceived security. For this purpose, we suggest a research model based on technology acceptance model (TAM). Reuse intention is adopted as a dependent variable and TAM is modified by adding perceived risk (PR) as well as two beliefs of using Internet banking, perceived usefulness (PU) and perceived ease of use (PEOU). Moreover, perceive security (PS) is adopted as an external variable for PR and PU, while offline trust (OT) is an antecedent of PS. For an empirical test, sampling from 108 visitors to the banks in Daegu, Korea, we analyze our model by partial least square (PLS) approach. In result, our model is shown to explain 51.4% of the variance in reuse intention and all hypothesis are supported statistically. A theoretical implication of this study is to identify a role of PS between offline trust and reuse intention of using online transaction services. According to our result, PS can be considered as a mediation variable for bridging between two different concepts: trust that explains social aspects of customers and companies, and TAM that explains customers' reuse intention.

The Influence of Service Recovery Justice on Intention to Recommend for Retailer

  • SHIN, Yongsun;KIM, Moonseop
    • Journal of Distribution Science
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    • v.18 no.2
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    • pp.91-98
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    • 2020
  • Purpose: This research aimed to suggest retailing companies some ways to enhance customer satisfaction with service recovery and recommendation intention towards these companies. For this purpose, current study examined the relationships among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend and the moderating role of ego-resilience. Research design, data and methodology: Current study developed a structural equation model in which perceived service recovery justice is a predictor, service failure severity, customer trust, recovery satisfaction are mediators, intention to recommend is a dependent variable and the ego-resilience is a moderator between the perceived service recovery justice and the customer trust and the recovery satisfaction. Data were collected from customers who experienced service failures from retailers. A total of 400 questionnaires were collected and 365 samples were used for analysis after deleting data having missing value. SPSS 25.0 and AMOS 24.0 were used to test the validity, reliability, and structural equation modeling. Results: Empirical results showed that the perceived service recovery justice had a negative influence on the perceived service failure severity and a positive influence on the customer trust and the recovery satisfaction. These results indicate that when customers perceive the service recovery justice more highly, they perceive the service failure less severe but they perceive the retailer more trustworthy and are satisfied with service recovery. In addition, the customer trust and the recovery satisfaction had a positive influence on the intention to recommend. These results indicate that when customers perceive the retailer more trustworthy and are satisfied with service recovery, they are more intend to recommend the retailer. Moreover, the influence of the perceived service recovery justice on the customer trust and the recovery satisfaction was moderated by the ego-resilience. Conclusions: This study contributed to the service recovery literature by proving the relationship among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend. Moreover, current research introduced the ego-resilience into service recovery research area and revealed the moderation role of the ego-resilience. Managerially, this research suggested retailing companies some ways to effectively recover from service failure.