Understanding online B-to-C relationships: An integrated model of privacy concerns, trust, and commitment

Eastlick, Mary Ann; Lotz, Sherry; Warrington, Patricia T.

doi:10.1016/j.jbusres.2006.02.006

Cited by 465 publications

(365 citation statements)

References 17 publications

Supporting

Mentioning

331

Contrasting

Unclassified

Order By: Relevance

“…2 Not only does meeting consumer privacy expectations increase purchase intentions and consumers' likelihood to transact with a firm (Cases et al 2010;Eastlick et al 2006), but meeting consumer privacy expectations also increases trust in a firm (McCole et al 2010), while violating privacy expectations leads to adverse consumer reactions (Miyazaki 2009). Importantly for business ethicists, privacy violations are experienced as individual harms (Calo 2011) and as unfair acts (Ashworth and Free 2006).…”

Section: Access Viewmentioning

confidence: 99%

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

2015

View full text Add to dashboard Cite

Recent scholarship in philosophy, law, and information systems suggests that respecting privacy entails understanding the implicit privacy norms about what, why, and to whom information is shared within specific relationships. These social contracts are important to understand if firms are to adequately manage the privacy expectations of stakeholders. This paper explores a social contract approach to developing, acknowledging, and protecting privacy norms within specific contexts. While privacy as a social contract-a mutually beneficial agreement within a community about sharing and using information-has been introduced theoretically and empirically, the full impact on firms of an alternative framework to respecting the privacy expectations of stakeholders has not been examined. The goal of this paper is to examine how privacy norms develop through social contract's narrative, to redescribe privacy violations given the social contract approach, and to critically examine the role of business as a contractor in developing privacy norms. A social contract narrative dealing specifically with issues of privacy is an important next step in exploring a social contract approach to privacy. Here, the narrative is used to explain to analyze the dynamic process of privacy norm generation within particular communities. Based on this narrative, individuals within a given community discriminately share information with a particular set of obligations in mind as to who has access to the information and how it will be used. Rather than giving away privacy, individuals discriminately share information within a particular community and with norms governing the use of their information. Similar to contractual business ethics' impact on global commerce in explaining how and why norms vary across global contexts, the social contract approach to privacy explains how and why norms vary across communities of actors. Focusing on agreements around privacy expectations shifts the responsibility of firms from adequate notification to the responsibility of firms as contractors to maintain a mutually beneficial and sustainable solution.

show abstract

Section: Access Viewmentioning

confidence: 99%

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

2015

View full text Add to dashboard Cite

show abstract

“…Moreover, meeting of consumer privacy expectations has been shown to be linked with increased trust in firms, increased consumer likelihood to transact with firms (Eastlick, Lotz, and Warrington 2006), and increased consumer purchases (McCole, Ramsey, and Williams 2010;Hoffman, Novak, and Peralta 1999). Hence, helping mobile application companies meet users' privacy expectations will not only make the mobile application marketplace more ethical, it will also enable these firms to retain existing customers and to grow their customer base.…”

mentioning

confidence: 99%

Putting mobile application privacy in context: An empirical study of user privacy expectations for mobile devices

Martin

Shilton

2016

The Information Society

View full text Add to dashboard Cite

“…This implies that there is more being evaluated by the customer than simply the customer's assessment of the core product and/or service exchange. That is, research has identified security, privacy, and consumer protection as some of the most important issues with respect to e-business (Eastlick, Lotz, & Warrington, 2006;Walczuch & Lundgren, 2004 …”

Section: Repeat Purchases Don't Always Lead To Referralsmentioning

confidence: 99%

“…One might argue that the concerns of the customer really are the same as those of the franchisee or company management: that of security, privacy, and how customer data will be used (Eastlick et al, 2006;Salmen & Muir, 2003). In essence, the customer data belongs to the customer and is simply on loan to the company and its franchisees.…”

Section: Recognize Aspects Of Control Are Varied and Can Be Conflictingmentioning

confidence: 99%

Stakeholder Perceptions Regarding eCRM: A Franchise Case Study

O’Reilly

Paper

2009

InformingSciJ

View full text Add to dashboard Cite

Using a dual lens of Stakeholder Theory (ST) and Relationship Marketing (RM), this exploratory case study considers the perceptions and attitudes of each stakeholder regarding the initial design, development, and subsequent testing of an electronic customer relationship management (eCRM) tool. Through the use of in-depth interviews, member-checking interviews, and data from actual customer transactions, this study attempts to fill the gap in the literature by gaining a clear understanding of the objectives, goals, and perceptions of an eCRM vendor, franchisor senior company management, franchisees, and customers regarding eCRM. The results of this study reveal important implications for the informing sciences including the need to balance human and computer interaction, issues related to control, the impact that "electronic" systems may have on marketing relationships, and the importance of balancing the interests and expectations of all stakeholders.

show abstract

Understanding online B-to-C relationships: An integrated model of privacy concerns, trust, and commitment

Cited by 465 publications

References 17 publications

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

Understanding Privacy Online: Development of a Social Contract Approach to Privacy

Putting mobile application privacy in context: An empirical study of user privacy expectations for mobile devices

Stakeholder Perceptions Regarding eCRM: A Franchise Case Study

Contact Info

Product

Resources

About