Models of Trust in Business-To-Consumer Electronic Commerce

Farrell, Vivienne; Scheepers, Rens; Joyce, Philip

doi:10.1007/978-0-387-35692-1_4

Cited by 5 publications

(11 citation statements)

References 8 publications

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“…The fields of sociology, psychology, management, marketing, human-computer interaction (HCI), and electronic commerce all contribute to the rich multidisciplinary nature. However, each producing their own different concepts, definitions, models and findings (Belanger et al, 2002;Corritore et al, 2003;Farrell et al, 2003;Lewicki and Bunker, 1995;Tan and Thoen, 2001;Wicks et al, 1999). Within each given field there is often a lack of agreement (Lewicki and Bunker, 1995) but this should not distract from the growing push to developing a multidisciplinary approach to understanding the factors of trust.…”

Section: Introductionmentioning

confidence: 99%

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Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness

Winch

Joyce²

2006

International Journal of Retail &Amp; Distribution Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to explore the dynamic nature in building and losing trust in business to consumer (B2C) eBusiness in an effort to better understand the casual nature of trust. Design/methodology/approach -The paper uses system dynamics as a lens to interpret and understand the dynamic nature of building and losing trust in B2C eBusiness and reflect the structure of the trust building systems. Findings -This paper provides a four element model and then suggests the cycle of management actions the company must consider if potential customers progressing to purchases is unsatisfactory. Research limitations/implications -This paper provides a new insight into the dynamic nature trust in a B2C eBusiness. However, the intention of this paper is not to present yet another model, but to suggest how to move from the information and knowledge those models provide into a better understanding of the problem of trust in B2C. Future work will involve the validating of this model in practical situations, the main validation metric being the extent to which managers believe that working with it improves their understanding of the dynamics of building and maintaining trust. Originality/value -This paper will provide a new insight into the development of B2C eBusiness for practitioners when considering possible strategy formulations for developing and understanding consumer trust in B2C eBusiness.

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Section: Introductionmentioning

confidence: 99%

“…The existing literature and the range of descriptive models available include a starting list of factors such as this is beyond the scope of this paper. Farrell (2004) and Farrell et al (2003) provides a good treatment of these factors that affect trust in the both the e-transaction, company and its processes.…”

mentioning

confidence: 99%

Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness

Winch

Joyce²

2006

International Journal of Retail &Amp; Distribution Management

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“…These attributes being the positive factors which were most commented on by the participants of the previous studies (Farrell et al, 2003, Farrell, 2006, Farrell, 2004. Other criteria included awareness by each organisation of issues pertaining to trust engendering factors (Farrell et al, 2003) and community loyalty. Each company also meet the criterion for literal comparison (Yin, 2003), as they were all small businesses of less than 30 employees and were successfully trading online for at least 2 years.…”

Section: The B2c E-commerce Smesmentioning

confidence: 93%

“…To assist SMEs to build initial trust, previous studies (Farrell, 2004, Farrell et al, 2003 have attempted to collate trust factors identified by rigorous research from contributing disciplines to give an overview of risk and trust determination factors for the development of B2C ecommerce. Alternative methods of gaining trust were identified (Farrell and Scheepers, 2008) for SMEs and found to be successful.…”

Section: Journal Of Internet and E-business Studiesmentioning

confidence: 99%

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Will You Still Trust Me Tomorrow? Lessons Learnt in Maintaining Trust for SME, B2C E-commerce

Farrell¹

2014

JIEBS

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The introduction of e-commerce holds substantial potential for marketing and selling products and services online while also introducing a plethora of risks and concerns for consumers. In the context of business-to-consumer (B2C) electronic commerce (e-commerce), the consumer compares not only product and pricing alternatives, but also the risks of conducting the transaction online. Maintaining trust in a risk ridden environment provids challenges for many online businesses. E-commerce, although growing in usage, is also experiencing a growing hostility from non-users and from previous users who have determined not to return. Small to medium enterprise (SMEs) who are starting in the e-commerce arena are at a disadvantage in presenting a trustworthy venture not having the reputation, finances or infrastructure to create an online business that exudes safety, security and trust. The SME must explore methods that will assist them in surviving the competitive e-commerce market place. This paper will explore SMEs that have developed start-up Internet based e-commerce businesses in Australia and the methods they have engaged to keep trust and loyalty. It concludes that trust, once gained, is very fragile requiring constant vigilance, essential to overcome the risks that will sustain trust and loyalty in clients. In conclusion this paper offers guidelines for new B2C e-commerce SMEs to assist in reducing security and business risks.

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Fostering consumer trust and purchase intention in B2C e-commerce

Pittayachawan¹

2007

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Models of Trust in Business-To-Consumer Electronic Commerce

Cited by 5 publications

References 8 publications

Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness

Exploring the dynamics of building, and losing, consumer trust in B2C eBusiness

Will You Still Trust Me Tomorrow? Lessons Learnt in Maintaining Trust for SME, B2C E-commerce

Fostering consumer trust and purchase intention in B2C e-commerce

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