Is Anybody out There? Antecedents of Trust in Global Virtual Teams

Järvenpää, Sirkka L.; Knoll, Kathleen; Leidner, Dorothy E.

doi:10.1080/07421222.1998.11518185

Cited by 1,395 publications

(1,064 citation statements)

References 31 publications

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“…Trust is positively related to intention to exchange EWOM communications in online communities (Chu and Kim 2011;Jarvenpaa, Knoll, and Leidner 1998;Ridings, Gefen, Arinze, and 2002). Furthermore, users are more likely to believe E-WOM messages when both the positive and negative are presented.…”

Section: Electronic Word Of Mouthmentioning

confidence: 98%

Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

Tran

Strutton

2016

Celebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing?

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titles.Old Spice cleverly used a handsome actor to play the Old Spice Man character for a Super Bowl commercial in 2010. After the game, this Old Spice commercial was viewed more than 13 million times on YouTube, a social media video-sharing site. This viral marketing campaign, also known as electronic word-of-mouth (E-WOM), propelled the Old Spice brand into the forefront of consumers' minds, increased brand awareness, and inspired people to share the video links with their family, friends, and co-workers.The rapid growth of E-WOM is an indication of consumers' increased willingness to convey marketing messages to others. However, despite this development, marketing academics and practitioners do not fully understand this powerful form of marketing. This dissertation enriches our understanding of E-WOM and how e-servicescape may lead to E-WOM. To that end, stimulus-organism-response theory and the network co-production model of E-WOM are applied to investigate the relationships between e-servicescape, trust, E-WOM intentions, customer loyalty, and purchase intentions. Two forms of E-WOM were examined, namely emails and social network postings. E-servicescape is defined as the online environmental factors of a marketer's website. E-servicescape is composed of three main dimensions, including aesthetic appeal, financial security, and layout and functionality. This study used cross-sectional customer data from a single e-tailer. Structural equation modeling was used to analyze the responses. Customer reviews was added as an additional subdimension of e-servicescape. The findings suggest e-servicescape positively impacts trust, which in turn positively influences E-WOM and customer loyalty. Moreover, two groups of customers were compared using multi-group analysis, where one group of users received emails and the other group received social network postings from the same e-tailer. Overall, the results indicated emails had a stronger impact on e-servicescape, E-WOM, and customer loyalty. Social networking site postings had slightly greater influence on trust, and two sub-dimensions of eservicescape, i.e., interactivity and ease of payment.These findings contribute to the marketing research on E-WOM theory and electronic commerce shopping behavior. In particular, the sub-dimension of customer reviews is added to e-servicescape. This study yields practical implications for marketers in understanding consumers' perceptions of websites and how to better design sites. In addition, these findings add to knowledge on how to engender consumers' trust and customer loyalty online. Finally, this research provides suggestions for firms wanting to create marketing campaigns that will lead to E-WOM. Overview of E-WOM E-WOM is defined as "forwarding actions through email, instant messaging or other communication media that are of high 'addressability'" (Ho and Dempsey 2010, p. 1000). E-WOM communication is traditional word-of-mouth (WOM) behavior evolved and adapted to electronic media, where individuals often convey messages in...

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Section: Electronic Word Of Mouthmentioning

confidence: 98%

Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

Tran

Strutton

2016

Celebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing?

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“…Blogshops adopt a unique iterative and polymorphic design sentiment by drawing upon a rich assemblage including Web and mobile technologies, innovative and creative design skills, easy access to major international export centres of consumable goods, access to 'middle class' levels of disposable income, Singaporean-specific cultural knowledge and an efficient urban public transport system. The combination of available open source technology with a desire to sell for specific personal and cultural motivations presents a critique of prescriptive design practices (He and King 2008) including, for example, received understanding of what is necessary to enable an eCommerce payment system or the stated requirement for Web sites to have mechanisms 'designed in' that cultivates a purchaser's trust (Jarvenpaa et al 1998). By largely ignoring the presence of an external audience hosts overcome these apparently essential design concerns by effacing the distinction between the role of user from that of developer (Greenbaum and Kyng 1991).…”

Section: X1 Exploring Blogshopsmentioning

confidence: 99%

Reframing Online Shopping Through Innovative and Organic User-Oriented Design

Greenhill

Fletcher

2010

Reframing Humans in Information Systems Development

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“…Virtual and ad-hoc teams are another aspect of virtualization where traditional organizational boundaries are transcended and transformed [15]. A third area of research is the virtual organization, which consists of networks where the traditional buyer-supplier relationship has evolved into a deeper collaborative effort, leading to internal business processes being outsourced to an external strategic partner [6].…”

Section: Organizational Transformation and Virtualizationmentioning

confidence: 99%

From Senses to Sensors

Westergren

IFIP International Federation for Information Processing

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Abstract. One key dimension of the virtualization of the workplace is the formation of new types of partnerships where organizations let internal functions be handled by an external partner, the so-called outsourcing of services. The formation of an outsourcing partnership imposes the risk of knowledge-drainage on the client organization as specific internal competence decreases when the service provider takes over the technological knowledge and has a significant impact on the business processes in general. The aim of this paper is to address the issue of partnership outsourcing and to explore strategies that are used to keep the competence within the client organization even as it opens itself up to the partnership. Based on the framework of Four Outsourcing Relationship Types provided by Kishore et al. [1], this paper investigates the relationship between a large minerals group, Alpha Corp. and its remote service provider, RDC. Alpha has three different strategies for maintaining competence within the organization while engaging in the outsourcing relationship. The first is exploiting the full potential of its partnership with RDC, the second is heavy investment in information technology, and the third is structured and systematic maintenance. The findings of the study show that the relationship between Alpha and RDC can be characterized as an alliance type relationship and that the only way for Alpha to preserve competence is to maintain an inspired and engaged workforce and fully embrace the partnership in order to create a win-win situation.

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Is Anybody out There? Antecedents of Trust in Global Virtual Teams

Cited by 1,395 publications

References 31 publications

Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

Investigating E-Servicescape, Trust, E-WOM, and Customer Loyalty

Reframing Online Shopping Through Innovative and Organic User-Oriented Design

From Senses to Sensors

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