Online Customer Trust in the Context of the General Data Protection Regulation (GDPR)

Zhang, Jingjing; Hassandoust, Farkhondeh; Williams, Jocelyn

doi:10.17705/1pais.12104

Cited by 10 publications

(7 citation statements)

References 87 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…These regulations typically take the form of legal acts, and the most typical examples of such acts would be General Data Protection Regulation (EU) or Data Protection Act (USA) (Goddard, 2017). The presence of strict regulatory environments develops additional trust in institutions that work under these regulations (Zhang et al, 2020). This way legal regulations work as a supporting factor for the assurance of individual institutions, including stores (Xu et al, 2011).…”

Section: Infrastructural Sources Of Store Trust: Importance Of Legal ...mentioning

confidence: 99%

Impacts of Store Trust Antecedents on Willingness to Disclose Personal Data in Online Shopping

Urbonavičius

Degutis

Zimaitis

et al. 2023

OMEE

View full text Add to dashboard Cite

Personal data disclosure is crucially important to modern business, and specifically – to online stores. It is largely predicted by the willingness to disclose personal data that significantly varies among emerging economies due to impacts of numerous factors. One of the important factors that impacts willingness to disclose personal data in online shopping is trust in an online store. However, the importance of trust in a store partly occurs because it mediates effects of other antecedents. This study conceptualizes three groups of important antecedents: personal, infrastructural and store-related factors. The study tests indirect effects of the most typical factors from each group: general trust (personal factor), legal regulations (infrastructural factor) and presence of an off-line selling channel in addition to the online channel offered by a store (e-store factor) on willingness to disclose personal data online. The findings show that all these factors, mediated by store trust, have significant positive effects on willingness to disclose personal data. The findings contribute to the knowledge of the groups of factors that impact willingness to disclose personal data online and help to set directions for future research.

show abstract

Section: Infrastructural Sources Of Store Trust: Importance Of Legal ...mentioning

confidence: 99%

Impacts of Store Trust Antecedents on Willingness to Disclose Personal Data in Online Shopping

Urbonavičius

Degutis

Zimaitis

et al. 2023

OMEE

View full text Add to dashboard Cite

show abstract

“…The impact of these "tests" for marketing actors can be initially burdensome, but, at the same time, this legal and ethical compliance could bring several positive effects, that is, better data quality (accurate, complete and up-to-date data sets) with fewer risks of data breaches, cyberattacks or outdated data sets and enhanced trust of consumers (see, extensively, Almeida Teixeira et al, 2019; Beckett, 2017; see also Poritskiy et al, 2019). Respecting the privacy expectations of consumers can certainly empower their trust (Zhang et al, 2020), without too big costs for their business models (personalization and advanced technologies would be anyway admitted). For consumers, it would be a precious opportunity to be better aware of the marketing practices and be respected in their dignity and fundamental rights.…”

Section: The Impact On Marketersmentioning

confidence: 99%

“…Consequently, the last lawful basis to consider is “legitimate interest.” The Article 29 Working Party (the old name of the EDPB) in 2010 affirmed that direct marketing and behavioral advertising should not be considered legitimate interests for processing personal data, as also affirmed by commentators (Article 29 Working Party, 2010; Zuiderveen Borgesius, 2015a, 2015b). Actually, the approval of the GDPR in 2016 has reopened the debate: recital 47 affirms that “the processing of personal data for direct marketing purposes may be regarded as carried out for a legitimate interest,” apparently rejecting the previous Article 29 Working Party opinion on online behavioral advertising.…”

Section: The Role Of the Law: European Union Privacy And Data Protect...mentioning

confidence: 99%

“…respecting the privacy of consumers means enhancing their trust so that they will feel safer and more open to interacting with marketers and sellers (Tang et al, 2008;Zhang et al, 2020) and this could empower also the public reputation of marketers (especially toward consumer associations, privacy non-governmental organizations, etc. ); and complying with data protection principles (accuracy, storage limitation, integrity, security and accountability) can bring even more efficiency to the data management model of the company (Burmeister et al, 2020;Poritskiy et al, 2019;Zerlang, 2017).…”

Section: Introduction: Mental Privacy and The New Challenge Of Commer...mentioning

confidence: 99%

See 1 more Smart Citation

In/acceptable marketing and consumers' privacy expectations: four tests from EU data protection law

Malgieri

2021

JCM

View full text Add to dashboard Cite

Purpose This study aims to discover the legal borderline between licit online marketing and illicit privacy-intrusive and manipulative marketing, considering in particular consumers’ expectations of privacy. Design/methodology/approach A doctrinal legal research methodology is applied throughout with reference to the relevant legislative frameworks. In particular, this study analyzes the European Union (EU) data protection law [General Data Protection Regulation (GDPR)] framework (as it is one of the most advanced privacy laws in the world, with strong extra-territorial impact in other countries and consequent risks of high fines), as compared to privacy scholarship on the field and extract a compliance framework for marketers. Findings The GDPR is a solid compliance framework that can help to distinguish licit marketing from illicit one. It brings clarity through four legal tests: fairness test, lawfulness test, significant effect test and the high-risk test. The performance of these tests can be beneficial to consumers and marketers in particular considering that meeting consumers’ expectation of privacy can enhance their trust. A solution for marketers to respect and leverage consumers’ privacy expectations is twofold: enhancing critical transparency and avoiding the exploitation of individual vulnerabilities. Research limitations/implications This study is limited to the European legal framework scenario and to theoretical analysis. Further research is necessary to investigate other legal frameworks and to prove this model in practice, measuring not only the consumers’ expectation of privacy in different contexts but also the practical managerial implications of the four GDPR tests for marketers. Originality/value This study originally contextualizes the most recent privacy scholarship on online manipulation within the EU legal framework, proposing an easy and accessible four-step test and twofold solution for marketers. Such a test might be beneficial both for marketers and for consumers’ expectations of privacy.

show abstract

“…While the available literature offered an understanding of the customers' perception of ecommerce in terms of trust (e.g. Al-maghrabi et al, 2011;Bylok, 2022;Chen et al, 2002;Ha and Stoel, 2009;Lestari, 2019;McCloskey, 2006;Zhang et al, 2020); familiarity (e.g. Gefen, 2000;Luhmann, 1989); service quality (e.g.…”

Section: Introductionmentioning

confidence: 99%

The use of ‘ecommerce’ and ‘social commerce in emerging markets’: Omani female millennials’ experiences

Jamil¹,

Ismail²

2022

Information Development

View full text Add to dashboard Cite

Commercial social media (social commerce in emerging market) have increasingly been used in many emerging markets as an evolutionary form of ecommerce. While this trend has recently been examined from an e-vender's perspective, little is known about how customers, specifically female millennials, perceive of their shopping experiences with commercial social media in relation to ecommerce. Thus, this study explores the underlying motivations for using one e-retailing type over the other. We consider the social constructs of trust, customer service quality and web design in the study. Drawing data from 20 in-depth interviews with young Omani women, the study revealed that ecommerce is most preferred to commercial social media. It highlights the role of unethical marketing practices; unsystematic delivery costs; unprofessional customer service quality; underdeveloped local market and uneasiness of commercial social media in influencing the decision-making of the customers to shift to ecommerce. The study further points to the intersection between product's price, quality and information in building trust; the role of professionalism, responsiveness and empathy in enhancing customer service quality; the importance of product quality and variety in the local market; and the easy navigation and online payment of e-retailing platforms. The study bears implications on enhancing the features and services of commercial social media. It also calls for transforming the local market to meet the customers’ needs.

show abstract

Online Customer Trust in the Context of the General Data Protection Regulation (GDPR)

Cited by 10 publications

References 87 publications

Impacts of Store Trust Antecedents on Willingness to Disclose Personal Data in Online Shopping

Impacts of Store Trust Antecedents on Willingness to Disclose Personal Data in Online Shopping

In/acceptable marketing and consumers' privacy expectations: four tests from EU data protection law

The use of ‘ecommerce’ and ‘social commerce in emerging markets’: Omani female millennials’ experiences

Contact Info

Product

Resources

About