• Title/Summary/Keyword: Trust, Relational Systems

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The Impact of Customer Partnership on CRM Success and New CRM Success: The Role of Relational Systems and Trust (고객파트너십이 CRM성과에 미치는 영향에 관한 연구 - 관계시스템과 신뢰의 역할 -)

  • 이현수;이유진;서영호
    • Journal of Korean Society for Quality Management
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    • v.32 no.1
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    • pp.21-39
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    • 2004
  • In recent studies, there has been much interest in the relationship between customer partnership and its effect on CRM success. Yet, there is little empirical work on it. This study empirically examines the relationship between customer partnership and CRM success in Korean companies. The findings indicate that the success of the relational systems(information technology and education/reward) is significantly related to trust to customer and customer partnership. The study also provides empirical evidence that trust and customer partnership is positively related to the new CRM success and the traditional CRM success.

A Trust Model in a Distributor-Supplier e-Partnership: The Mediating Role of Perceived Risk

  • Kim, Jin-Baek
    • Asia pacific journal of information systems
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    • v.20 no.4
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    • pp.1-23
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    • 2010
  • Some researches insist that, to participate in an e-partnership, a distributor needs a given level of trust to reduce the perceived risk of an e-partnership to his/her own threshold. However, other researches insist that if a distributor has only a given level of trust in his/her suppliers, irrelevant of the perceived risk level, he/she participates in the e-partnership. Thus, from the perspective of a distributor, this study built a trust model in which these two viewpoints were reflected. And then this study examined whether or not perceived risk mediates an influence of trust to e-partnership. The proposed trust model was tested with 265 questionnaires about a distributor-supplier e-partnership in food wholesale markets. The analysis results Indicated that perceived risk partially had a mediating effect between trust and e-partnership Intention. That is, of the two risk types, only perceived performance risk mediated an influence from competence trust to e-partnership intention. Relational risk did not play a mediating role between goodwill trust and e-partnership intention. This result Implies two managerial meanings. First, a distributor Intends to engage In e-partnership with his/her supplier, irrelevant of relational risk's level if goodwill trust level surpasses his/her own threshold. Thus, suppliers should concentrate more effort in developing goodwill trust than in reducing relational risk. To develop goodwill trust, they should endeavor to establish mutual interests and individual trust with their distributor, and to utilize institutional trust bases. Second, a distributor requires a certain competence In his/her suppliers to sufficiently reduce performance risk caused bye-partnership. Thus, to develop competence trust in e-partnership, suppliers should improve on any lack of competence and build a good reputation.

An Integrated Study for Customer Loyalty in Internet Shopping Mall (인터넷 쇼핑몰의 고객충성도에 대한 통합적 연구 - 옥션과 인터파크 고객을 중심으로)

  • Kwon, Young-Guk;Lee, Sun-Ro;Park, Hyun-Jee
    • The Journal of Information Systems
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    • v.15 no.4
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    • pp.23-53
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    • 2006
  • The main purpose of this paper is to setup a integrated model and verify the integrated model for a customer loyalty in the internet shopping environments. The results of a structural equation model (SEM) using AMOS and LISREL include: First, hypothesis that Internet environment characteristics in outside factors has a positive effect on satisfaction, trust and commitment is partially supported. However, mutual communication to satisfaction, community to commitment and open-ubiquity to trust did not reveal a positive effect. Second, hypothesis that Internet showing mall environment has a positive effect on satisfaction is partially supported. However, transaction to commitment and transaction to trust did not reveal a positive effect. Third, hypothesis that relational benefits has a positive effect on both satisfaction and commitment is partially supported. However, confident honest to commitment and economic honest to trust did not reveal a positive effect. Forth, satisfaction trust and commitment have a strong effect upon loyalty. Fifth, satisfaction has a positive effect on trust and commitment. However, trust did not show a positive effect on commitment. Outside factors(Internet environment characteristics, showing mall characteristics, and relational benefit) partially revealed a positive effect on satisfaction trust, and commitment. Mediating variables such as satisfaction, trust, and commitment again have positive effect on loyalty. But, the relationship for trust to commitment did not reveal the significant effect in this study while other studies revealed significant effect.

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A Study on the Scope and Determinants of Electronic Collaboration based on IT in Interorganizational Relationships (기업간 거래에서 정보기술을 활용한 전자적 협력의 범위와 선행요인에 관한 연구)

  • Choi, Su-Jeong
    • Journal of Information Technology Applications and Management
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    • v.15 no.4
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    • pp.159-188
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    • 2008
  • This study suggests strategies which can enable to creation of new opportunities of competitive advantages while operating a long lasting and consistent business with major trading partners, based on interorganizational information systems (IOISs) specially established and installed for interorganizational transactions. Nowadays, IOISs based mechanism having been widely expanded as a conventional business infrastructure for the interorganizational transactions and/or exchanges, it is customary difficult to obtain any strongly sound advantage over the competitors who have adopted even the simplest deployment of the IOIS mechanisms. In this connection, this study intends to investigate the interorganizational collaborative activities conducted by under the auspicious of IOISs, focused on the prospect of the exploitation of IOISs rather than the implementation of the IOISs. In this study, we, firstly, suggest the concept of Electronic Collaboration which can be defined by the collaborative activities conducted by IOISs, compared to the ones conducted on off-line. In addition, we suggest the Electronic Collaboration as a multi-dimensional concept, constituted by three sub-constructs, the Electronic Information Sharing (EIS), the Electronic Joint Activity (EJA), and the construction of the Electronic Relational Knowledge Store (ERKS). Secondly, we empirically verify the effects of relational and environmental determinants on the Electronic Collaboration. In this study, the relational determinants relate to the variables created in interorganizational relationship like Trust, Influence, Relational Specific Asset-asset invested for the transaction-, and Continuity of the relationship. On the other hand, the environmental determinants relate to the variables surrounding the relationship which are difficult to control. We consider Product Complexity, Technological Uncertainty, and Market Variability as the domain of the environmental determinants. To test our hypotheses, we conducted both paper-based survey and online-based survey. After refining the data with missing responses, a total of 150 data was used for analysis. The results were as follows : Firstly, it is statistically significant that the Electronic Collaboration is composed of EIS, EJA, and ERKS. In particular, the results imply that the firms are able to accumulate relational knowledge base as well as to exchange information or knowledge, and to conduct joint activities through effort to further expand the Electronic Collaboration. Secondly, we have verified the individual effects of the relational and the environmental determinants on the Electronic Collaboration. Product Complexity has been revealed as the most influential variable affecting the Electronic Collaboration. Next, Interorganizational Trust and Technological Uncertainty, in that order, have been seen to have significant effects on the Electronic Collaboration. In other words, when products or services seem to be difficult to standardize, and the core technologies seem to rapidly change, the need for the Electronic Collaboration increase. In addition, the observation dictates that the interorganizational trust turns out to be a critical variable in building a relationship and in seeking further collaboration. The results, further, illustrate that the environmental determinants are relatively more effective than the relational determinants, which is not consistent with a few prior researches relational determinants emphasized. It is because this study doesn't consider the size of the firm. A few researchers have given an emphasis on the relational determinants like trust and influence, especially from the perspective of small firms in interorganizational relationship. However, in our study, where all the sizes of the firms are contained, electronic collaboration is considerably affected by the environmental determinants.

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The Relationship between Control Mechanism and Commitment in Information Systems Outsourcing : The Mediating effects of Trust (아웃소싱 기업간 통제와 관계 몰입에 있어서 신뢰 매개 역할에 관한 연구)

  • Choi, Jae Woong;Han, Man Yong;Jung, Byoung Ho
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.6 no.4
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    • pp.251-265
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    • 2010
  • Recently, with increasing interest in the subject of interfirm relationship mechanism, some information systems researchers point out that existing outsourcing theories are limited in explaining the choice of governance mechanisms in interfirm relational exchanges. Recognizing the importance of trust-commitment, this study focuses on the relationship of between control mechanism and commitment. Especially the role of trust as mediator is mainly researched. A mediation model was suggested on the basis of theoretical linkages from prior relevant studies. The research model was empirically tested with 73 IS outsourcing projects. The findings have significant impactions for further research and practice. Findings are as follows: First, outcome control, process control, social control had positive effects on trust and commitment. Second, inter-organizational trust played as a partial mediator on the relationship between control mechanisms and commitment. Based on these findings, the implication and the limitation of the study were presented including some directions for future studies.

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.

The Relational Role of Customer Participation in Interaction Process (상호작용과정에서 고객참여의 관계적 역할)

  • Ahn, Jinwoo;Oh, Hyung Jun
    • Management & Information Systems Review
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    • v.39 no.3
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    • pp.37-51
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    • 2020
  • Customer participation in the service encounter plays an important role in the interaction process. In addition, customer participation is affecting the development of relationships between customer-service provider. Previous researches revealed the role of customer participation through a fragmented and cross-sectional approach, however, given the dynamics of the relationship, it is necessary to identify the role of customer participation from a longitudinal perspective. In addition, it is necessary to determine the cause of the overlap between the antecedent variables and consequent variables. This study aims to identify the relational role of customer participation by clarifying how customer participation affects relationship development from a longitudinal perspective, focusing on trust and commitment variables which are keys to relationship marketing. The related role of customer participation is analyzed through a regression analysis through long-term data. The results of the study showed that commitment(t1) directly had a positive effect on customer participation. However, trust(t1) has been shown to have a direct positive effect on the sub-dimensions of customer participation, such as personal interaction and responsible behavior. Customer participation(t2) affected by this trust(t1) and commitment(t1) again turned out to have a positive effect on trust(t3) and commitment(t3). In conclusion, although customer participation is affected by the relational variables, it can be seen that customer participation is a major factor that can improve the relational variables again through the interaction process. For this reason, a service firm can seek to develop relationships with customers by drawing and utilizing their needs to exchange information and to interact in the service encounter.

A study on the relationship between social capital and organization trust, recommendation intention, and turnover intention (사회적 자본과 조직신뢰, 추천의도 및 이직의도 간의 관계에 관한 연구)

  • Han, Na-Young;Kwon, Hyeok-Gi
    • Management & Information Systems Review
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    • v.35 no.1
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    • pp.253-271
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    • 2016
  • This study is to investigate the impact of the social capital on organization trust, and the impact of the organization trust on recommendation intention, and turnover intention. And by this it is also to integrally analyze through what route social capital affects the recommendation intention and turnover intention. An actual analysis through covariance structural equation model was made targeting the members of small and medium sized manufacturing companies. The results of the actual analysis showed that the relational dimension in the social capital had an positive(+) and the most pervasive effect on the organization trust. Relational dimension refers to the formation relationships among members and has a significant value in the interaction in the relation between subordinates and superiors, between colleagues, and between departments. Secondly, the cognitive dimension in the social capital was revealed to have no significant effect on the organization trust and structural dimension was revealed to have a positive(+) effect on the organization trust. Structural dimension refers to the capital value which shows itself in the social network and relationship existing between the members and is formed through building the best network within an organization. Thirdly, organization trust was revealed to have a positive(+) impact on the recommendation intention and to have a negative(-) impact on the turnover intention. Finally, the summary, implications, limitations, and future research direction of this study were presented.

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An Integrative Study on Continued Use of Web-Based Information Systems: Focusing on Online Shopping Sites (웹 기반 정보시스템의 지속적 사용에 관한 통합적 연구 : 인터넷 쇼핑 사이트를 중심으로)

  • Lee, Sun-Ro;Yang, Seok-Won
    • Journal of Information Technology Applications and Management
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    • v.16 no.1
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    • pp.51-75
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    • 2009
  • This paper develops an integrative model for IT continuance in the internet shopping environments by integrating the expectation-confirmation and the switching cost factors. Using this model, in addition, this study investigates their differential effects on the mediating variables, such as user satisfaction, commitment, and trust which have been identified as antecedents of users' IT continuance intention. Results show that the product and service-related expectation confirmation factors and the relational switching cost factor can have greater impacts on users continuance intention than the web site design factors, and the financial and procedural switching cost factors. In particular, it is interesting to note that relational switching cost can lead users to more commitment, which is revealed as the strongest antecedent of their continuance intention to use a certain shopping site.

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A Study of Relationship between Relational Embeddedness of Supply Chain and Financial Performance (공급사슬의 관계적 내재성과 재무적 성과와의 관계)

  • Chung, Yeon-Joo;Kang, Nak-Jung
    • Management & Information Systems Review
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    • v.31 no.3
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    • pp.141-160
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    • 2012
  • This study investigate the relationship between embeddedness of supply chain on supply chain performance. The development of research model is based on network embeddedness that the literature of strategic management and sociology. To examine the research model and hypotheses, we have used an empirical method based on field survey in which most of measurements used and verified in previous studies are selected as measurements. The data from survey was analyzed using Partial Least Squares(PLS). The result from empirical model suggest as follow; First, relational embeddedness of supply chain effects on supply chain performance. Especially, reciprocal dependance affects interfirm relation performance. Also trust and tie strength of relational embeddedness affects interfirm relation performance. Second, interfirm relation performance affects financial performance.

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