Building E-Commerce Satisfaction and Boosting Sales: The Role of Social Commerce Trust and Its Antecedents

Lin, Xiaolin; Wang, Xuequn; Hajli, Nick

doi:10.1080/10864415.2019.1619907

Cited by 194 publications

(227 citation statements)

References 105 publications

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“…The advent of these emerging platforms has helped ameliorate the issues related to the lack of human contact in e‐commerce. As trust in the new commerce is critical in driving e‐commerce success, implementing relevant social commerce features within the e‐commerce sites is an important trust‐building strategy (Lin et al, 2019). Relatedly, as described by Liberali, Hauser, and Urban (2017), a morphing technique can be utilized that enables a Web site to detect a visitor's cognitive style and morph its look and feel to that style to enhance empathy through personalized communication.…”

Section: Discussionmentioning

confidence: 99%

“…Online trust leads to a set of positive outcomes, including e‐word of mouth (e‐WOM; Agag & El‐Masry, 2016), behavioral intentions (X. Chen, Huang, Davison, & Hua, 2015), and loyalty (J. Chen & Shen, 2015). As e‐commerce continues to evolve and become more complex, understanding the role of trust in these new settings is critical for academics and practitioners (Lin, Wang, & Hajli, 2019).…”

Section: Research Backgroundmentioning

confidence: 99%

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How online trust evolves over time: The role of social perception

Hofacker

Peloza

et al. 2020

Psychology and Marketing

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Using customer service scenarios in an online retail context, the current study examines how cognitive and affective trust develop over time and how service failure negatively impacts trust, along with the trust restoration opportunities provided by recovery. Study 1 findings reveal that the relationship between Web site social perception and affective trust is stronger for repeat visitors than for first-time visitors. Study 2 findings indicate that failure timing and recovery duration play important roles in service failure situations. Overall, the results demonstrate that consumer cognitive and affective trust develop through the number of interactions with a retail Web site over time and that increased Web site social perceptions facilitate the trust-building process.

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Section: Discussionmentioning

confidence: 99%

Section: Research Backgroundmentioning

confidence: 99%

How online trust evolves over time: The role of social perception

Hofacker

Peloza

et al. 2020

Psychology and Marketing

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“…Both Boateng (2016) and Okoli et al (2010) suggest that the characteristically weak institutional environments in SSA countries engender low levels of trust, constituting a significant impediment to the adoption and use of etail platforms. It is recognized that trust is essential in facilitating consumer use of online shopping websites (Ayo et al 2011;Osei and Gbadamsi 2011) and is related to the business performance of online retailers (Lin et al 2019). Therefore, this study aims to add to the literature by investigating drivers and outcomes of consumer trust in e-tail platforms in the SSA context.…”

Section: Introductionmentioning

confidence: 98%

Building Consumers’ Trust in Electronic Retail Platforms in the Sub-Saharan Context: an exploratory study on Drivers and Impact on Continuance Intention

2020

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Lack of trust can have a negative influence on consumers' willingness to use electronic retail (e-tail) platforms especially in countries with weak regulations and poor consumer rights. This paper examined factors that can be employed to build consumer trust and continuance intention to use e-tail platforms in Sub-Saharan Africa. Survey data was collected from 207 respondents and analyzed using structural equation modeling with the PLS software. The results show that information quality, perceived usefulness, hedonic motivation, and perceived risk have a significant influence on consumers' trust in e-tail platforms. The study contributes to the existing body of knowledge that guides efforts for the implementation of actions in weak institutional contexts characterized by institutional voids such as those experienced in Sub-Saharan African countries. Finally, the study provides insights that can help managers of e-tail platforms to effectively foster the development of trust in their communities.

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“…Previous literature has recognized that trust plays an essential role in e-commerce and social commerce because it can lead to important outcomes such as satisfaction and purchase [9,10,11]. Therefore, our study focuses on trust and examines how customer engagement influence trust development in social commerce.…”

Section: Introductionmentioning

confidence: 99%

“…For example, Wang, Lin and Spencer [7] reported that consumers may receive a variety of benefits from social commerce, such as informed purchase decisions and enjoyable shopping experiences. Therefore, social commerce can be viewed an efficient approach to drive consumer purchase behaviors and improve business performance [8,9].…”

Section: Introductionmentioning

confidence: 99%

Too old to Shop? A Comparative Analysis of the Engagement of Junior and Senior Customers in Social Commerce

Wang¹,

Gewald²,

Lin³

et al. 2020

Proceedings of the Annual Hawaii International Conference on System Sciences

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With the continuous success of social media websites also social commerce rises in popularity. As increasing numbers of elderly consumers use social media, it is interesting to understand how elderly consumers engage in social commerce platforms. This study examines how different dimensions of customer engagement influence trust with young and older consumers. A survey was conducted to collect data from American consumers.Our results show that perceived enjoyment, satisfaction, and social commerce value have significant effects on consumers' trust. Further, there are important differences regarding the respective effects between younger and older consumers. Our study contributes to the literature by clarifying the effect of customer engagement on trust in social commerce between young and elderly consumers. Our results can provide practitioners important guidelines regarding how to support consumers' trust development in social commerce.

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Building E-Commerce Satisfaction and Boosting Sales: The Role of Social Commerce Trust and Its Antecedents

Cited by 194 publications

References 105 publications

How online trust evolves over time: The role of social perception

How online trust evolves over time: The role of social perception

Building Consumers’ Trust in Electronic Retail Platforms in the Sub-Saharan Context: an exploratory study on Drivers and Impact on Continuance Intention

Too old to Shop? A Comparative Analysis of the Engagement of Junior and Senior Customers in Social Commerce

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