Strategies for building and communicating trust in electronic banking: A field experiment

Psychology and Marketing

Volumn 22, Issue 2, 2005, Pages 181-201

  Yousafzai, Shumaila Y ^a,b   Pallister, John G ^a   Foxall, Gordon R ^a  

^a CARDIFF UNIVERSITY   (United Kingdom)

^b CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 12944249263     PISSN: 07426046     EISSN: None     Source Type: Journal    
DOI: 10.1002/mar.20054     Document Type: Review

References (54)

1. Aladwani, A. (2001). Online banking: A field study of drivers, development challenges, and expectations. International Journal of Information Management, 21, 213-225.
2. Aldrich, H., & Fiol, C. (1994). Fools rush in? The institutional context of industry creation. Academy of Management Review, 19, 645-670.
3. Ba, S., Whinston, A., & Zhang, H. (1999). Building trust in the electronic market using an economic incentive mechanism. In P. De & J. I. DeGross (Eds.), Proceedings of the 1999 International Conference on Information Systems, Charlotte, NC, December 1999.
4. Berry, L. (2000). Cultivating service brand equity. Journal of Academy of Marketing Science, 28, 128-137.
5. Bestavros, A. (2000). Banking industry walks "tightrope" in personalization of Web services. Bank Systems and Technology, 37, 54-56.
6. Bhattacherjee, A. (2002). Individual trust in online firms: Scale development and initial test. Journal of Management Information Systems, 19, 211-241.
7. Castelfranchi, C., & Tan, Y. (2001). Introduction: Why trust and deception are essential for virtual societies. In C. Castelfranchi & Y. Tan (Eds.), Trust and deception in virtual societies (pp. xvii-xxxi). Dordrecht: Kluwer.
8. Cheskin Research, Studio Archetype/Sapient. (1999). eCommerce trust study. Retrieved June 27, 2003, from http://www.studioarchetype.com/headlines/etrust_frameset.html
9. Citera, M., Beauregard, R., & Mitsuya, T. (2005, this issue). An experimental study of credibility in e-negotiations. Psychology & Marketing.
10. Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Hillsdale, NJ: Erlbaum.
11. Cook, T., & Campbell, D. (1979). Quasi-experimentation, design and analysis issues for field settings. Boston: Houghton Mifflin.
12. Deephouse, D. (1996). Does isomorphism legitimate? Academy of Management Journal, 39, 1024-1039.
13. Deephouse, D. (1999). To be different or to be the same? It's a question of strategic balance. Strategic Management Journal, 20, 147-166.
14. Dellarocas, C. (2001). Building trust on-line: The design of reliable reputation reporting mechanisms for online trading communities (Working Paper No. 101). Cambridge, MA: MIT, Sloan School of Management.
15. DeRose, F., Hantula, D., Kock, N., & D'Arcy, J. (in press). Trust & leadership in virtual teamwork: A media naturalness perspective. Human Resource Management Journal.
16. Dhruv, G., Jeanne, M., Gopalkrishnan, I., & Michael, L. (2003). The influence of Internet retailing factors on price expectations. Psychology & Marketing, 20, 477-493.
17. DiClemente, D., & Hantula, D. (2002). Optimal foraging online: Increasing sensitivity to delay. Psychology & Marketing, 20, 785-809.
18. Doney, P., & Cannon, J. (1997). An examination of the nature of trust in buyer-seller relationship. Journal of Marketing, 61, 35-51.
19. Etcoff, N. (1999). Survival of the prettiest: The science of beauty. New York: Doubleday.
20. Fiske, S., & Taylor, S. (1991). Social cognition. New York: McGraw-Hill.
21. Foddy, W., & Finighan, W. (1981). The concept of privacy from a symbolic interaction perspective. Journal for the Theory of Social Behavior, 10, 1-17.
22. Fung, R., & Lee, M. (1999). EC-trust (trust in electronic commerce): Exploring the antecedent factors. In W. D. Haseman & D. L. Nazareth (Eds.), Proceedings of the Fifth Americas Conference on Information Systems, Milwaukee, WI (pp. 517-519).
23. Furnell, S., & Karweni, T. (1999). Security implications of electronic commerce: A survey of consumers and business. Internet research. Electronic Networking Applications & Policy, 9, 372-382.
24. Gefen, D. (2003). TAM or just plain habit: A look at experienced online shoppers. Journal of End User Computing, 15, 1-13.
25. Gefen, D., Karahanna, E., & Straub, D. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27, 51-90.
26. Goodwin, C. (1991). Privacy: Recognition of a consumer right. Journal of Public Policy Marketing, 10, 106-119.
27. Harris Interactive. (2001, July). Consumer privacy attitudes and behaviors survey wave II. The Privacy Leadership Initiative. Retrieved May 27, 2003, from http://www.understandingprivacy.org/content/library/harris2-execsum.pdf
28. Hirshleifer, J., & Riley, J. (1979). The analytic of uncertainty and information: An expository survey. Journal of Economic Literature, 17, 374-1421.
29. Huffman, D., Novak, T., & Peralta, M. (1999). Building consumer trust online. Communications of the ACM, 42, 80-85.
30. Jarvenpaa, S., Knoll, K., & Leidner, D. (1998). Is anybody out there? The implications of trust in global virtual teams. Journal of Management Information Systems, 14, 29-64.
31. Jarvenpaa, S., Tractinsky N., & Vitale, M. (2000). Consumer trust in an Internet store. Information Technology & Management, 1, 45-71.
32. Jevons, C., & Gabbott, M. (2000). Trust, brand equity and brand reality in Internet business relationships: An interdisciplinary approach. Journal of Marketing Management, 16, 619-634.
33. Keen, P., Balance, C., Chan, S., & Schrump, S. (2000). Electronic commerce relationships: Trust by design. Upper Saddle River, NJ: Prentice Hall.
34. Keller, K. (1998). Strategic brand management: Building, measuring, and managing brand equity. Upper Saddle River, NJ: Prentice Hall.
35. Koller, M. (1988). Risk as a determinant of trust. Basic & Applied Social Psychology, 9, 265-276.
36. Lee, M., & Turban, E. (2001). A trust model for consumer Internet shopping. International Journal of Electronic Commerce, 6, 75-91.
37. Margulis, S. (1977). Conceptions of privacy: Current status and next steps. Journal of Social Issues, 33, 5-21.
38. Mayer, R., Davis, J., & Schoorman, F. (1995). An integrative model of organizational trust. Academy of Management Review, 20, 709-734.
39. McKnight, D., & Chervany, N. (2000). What is trust? A conceptual analysis and an interdisciplinary model. 2000 Americas Conference on Information Systems, Long Beach, CA.
40. McKnight, D., Choudhury, V., & Kacmer, C. (2002). The impact of initial trust on intentions to transact with a Web site: A trust building model. Journal of Strategic Information Systems, 11, 297-323.
41. McKnight, D., Cummings, L., & Chervany, N. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23, 472-490.
42. Milne, G. (2000). Privacy and ethical issues in database/interactive marketing and public policy: A research framework and overview of the special issue. Journal of Public Policy & Marketing, 19, 1-6.
43. Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in marketing research relationships. Journal of Marketing, 57, 81-101.
44. Morgan, R., & Hunt, S. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
45. Newsbytes. (2002). Few employees concerned about workplace privacy-survey. Retrieved June 27, 2003, from http://www.newsbytes.com/news/02/175953.html.
46. Nowak, G., & Phelps, J. (1997). Direct marketing and the use of individual-level consumer information: Determining how and when privacy matters. Journal of Direct Marketing, 11, 94-109.
47. Rousseau, D., Sitkin, S., Burt, R., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23, 393-404.
48. Scheffé, H. (1953). A method for judging all contrasts in the analysis of variance. Biometrika, 40, 87-104.
49. Shapiro, S. (1987). The social control of impersonal trust. American Journal of Sociology, 93, 623-658.
50. Singh, J., Tucker, D., & House, R. (1986). Agency and trust mechanism in consumer satisfaction and loyalty judgments. Journal of Academy of Marketing Science, 28, 150-167.
51. Sitkin, S., & Beis, R. (1994). The legalization of organizations: A multi-theoretical perspective. In S. Sitkin & R. Beis (Eds.), The legalistic organization. Thousand Oaks, CA: Sage.
52. Tyler, T., & Kramer, R. (1996). Whither trust? In M. Kramer & T. Tyler (Eds.), Trust in organizations (pp. 1-15). Thousand Oaks, CA: Sage.
53. U.S. Public Interest Research Group. (2000, April 25). Public comment on barriers to electronic commerce, response to call by U.S. Department of Commerce (65 Federal Register 15898).
54. Zucker, L. (1986). Production of trust: Institutional sources of economic structure. In B. Staw & L. Cummings (Eds.), Research in organizational behavior (pp. 53-111). Greenwich, CT: JAI Press.