Building internet trust: signalling through trustmarks

International Journal of Internet Marketing and Advertising

Volumn 1, Issue 3, 2004, Pages 251-267

  Aiken, K Damon ^a   Liu, Ben S ^a   Mackoy, Robert D ^a   Osland, Gregory E ^a  

^a BUTLER UNIVERSITY   (United States)

Author keywords

cross culture; internet communication; internet trust; signalling theory; trustmark

Indexed keywords

EID: 34247204042     PISSN: 14775212     EISSN: 17418100     Source Type: Journal    
DOI: 10.1504/IJIMA.2004.005017     Document Type: Article

References (62)

1. Archol, R.S. and Kotler, P. (1999) ‘Marketing in the network economy’, Journal of Marketing, Special Issue, Vol. 63, pp.146–163.
2. Berry, L.L. (1995) ‘Relationship marketing of services - growing interest, emerging perspectives’, Journal of the Academy of Marketing Science, Vol. 23, No. 4, pp.236–245.
3. Mishra, D.P., Heide, J.B. and Cort, S.G. (1998) ‘Information asymmetry and levels of agency relationships: theory and empirical evidence’, Journal of Marketing Research, August, Vol. 35, pp.277–295.
4. Kirmani, A. and Rao, A.R. (2000) ‘No pain, no gain: a critical review of the literature on signaling unobservable product quality’, Journal of Marketing, Vol. 64, pp.66–79.
5. Bakos, Y.J. (1997) ‘Reducing buyer search costs: implications for electronic marketplaces’, Management Science, Vol. 43, No. 12, pp.1676–1692.
6. Winer, R.S., Deighton, J., Gupta, S., Johnson, E.J., Mellers, B., Morwitz, V.G., O’Guinn, T., Rangaswamy, A. and Sawyer, A.G. (1997) ‘Choice in computer-mediated environments’, Marketing Letters, Vol. 8, No. 3, pp.287–296.
7. Aiken, K.D. and Marc, E.D. (2000) ‘Explorations of cognitive effort in internet decision making’, Proceedings of the Society for Consumer Psychology, Winter, pp.57–62.
8. Garbarino, E.C. and Julie, A.E. (1997) ‘Cognitive effort, affect and choice’, Journal of Consumer Research, September, Vol. 24, pp.147–158.
9. Chu, W. and Woosik, C. (1994) ‘Signaling quality by selling through a reputable retailer: renting the reputation of another agent’, Marketing Science, Vol. 13, pp.177–189.
10. Milliman, R.E. and Douglas, L.F. (1988) ‘Using trust-transference as a persuasion technique: an empirical field investigation’, Journal of Personal Selling and Sales Management, August, Vol. 8, pp.1–7.
11. Doney, P. and Cannon, J.P. (1997) ‘An examination of the nature of trust in buyer seller relationships’, Journal of Marketing, Vol. 61, pp.35–51.
12. Russell, T.T. and Ronald, L.W. (2002) Kleppner’s Advertising Procedure, Prentice-Hall, Upper Saddle River, NJ.
13. Lewis, D.J. and Andrew, W. (1985) ‘Trust as a social reality’, Social Forces, Vol. 63, No. 4, pp.967–985.
14. Williamson, O. (1993) ‘Calculativeness, trust, and economic organization’, Journal of Law and Economics, Vol. 36, pp.487–500.
15. Luhman, N. (1979) Trust and Power, Wiley, New York.
16. Larzelere, R.E. and Ted, L.H. (1980) ‘The dyadic trust scale: toward understanding interpersonal trust in close relationships’, Journal of Marriage & Family, August, pp.595–604.
17. Jaruenpaa, S.L. and Tractinsky, N. (1999) ‘Consumer trust in an internet store: a cross-cultural validation’, Journal of Computer-Mediated Communication, Vol. 15, No. 2, found online at www.asusc.org/jcmd/vol15/issue2/jarvenpaa.html.
18. Schurr, P.H. and Zanne, J.L. (1985) ‘Influences on exchange processes: buyers’ preconceptions of a seller’s trustworthiness and bargaining toughness’, Journal of Consumer Research, March, Vol. 11, pp.939–953.
19. Moorman, C., Zaltman, G. and Deshpande, R. (1992) ‘Relationships between providers and users of market research: the dynamics of trust within and between organizations’, Journal of Marketing Research, August, Vol. 29, pp.314–328.
20. Rousseau, D.M., Sim, B., Sitkin, R., Burt, S. and Colin, C. (1998) ‘Not so different after all: a cross-discipline view of trust’, Academy of Management Review, Vol. 23, No. 3, pp.393–404.
21. McAllister, D.J. (1995) ‘Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations’, Academy of Management Journal, Vol. 38, No. 1, pp.24–59.
22. Morgan, R.M. and Shelby, D.H. (1994) ‘The commitment-trust theory of relationship marketing’, Journal of Marketing, Vol. 58, pp.20–38.
23. Rotter, J.B. (1967) ‘A new scale for the measurement of interpersonal trust’, Journal of Personality, Vol. 35, pp.651–665.
24. Jones, W.H., Laurie, C. and Susan, S. (1997) ‘Trust and betrayal: the psychology of getting along and getting ahead’, in Robert, H., John, J. and Stephen, B. (Eds.): Handbook of Personality Psychology, Academic Press, San Diego, pp.465–482.
25. Glazer, R. (1991) ‘Marketing in an information-intensive environment: strategic implications of knowledge as an asset’, Journal of Marketing, Vol. 55, pp.1–19.
26. Milne, G.R. and Boza, E. (1999) ‘Trust and concern in consumers’ perceptions of marketing information management practices’, Journal of Interactive Marketing, Vol. 13, No. 1, pp.5–24.
27. Hine, C. and Juliet, E. (1998) ‘Privacy in the marketplace’, The Information Society, Vol. 14, pp.253–262.
28. Alsop, S. (1999) ‘You can trust me on this - really’, Fortune, March 15, Vol. 139, No. 5, pp. 175, 176.
29. Handy, C. (1995) ‘Trust and the virtual organization’, Harvard Business Review, Vol. 73, No. 3, May-June, pp.40–50.
30. Benassi, P. (1999) ‘TRUSTe: an online privacy seal program’, Communications of the ACM, February, Vol. 42, No. 2, pp.56–59.
31. Hoffman, D.L., Thomas, P.N. and Marcos, P. (1999) ‘Building consumer trust online’, Communications of the ACM, April, Vol. 42, No. 4, pp.80–85.
32. Luo, X. (2002) ‘Trust production and privacy concerns on the internet: a framework based on relationship marketing and social exchange theory’, Industrial Marketing Management, Vol. 31, pp.111–118.
33. Grabner-Kraeuter, S. (2002) ‘The role of consumers’ trust in online-shopping’, Journal of Business Ethics, Vol. 39, pp.43–50.
34. Hoffman, D. and Thomas, N. (1998) ‘Trustbuilders vs. trustbusters’, The Industry Standard, May 11, www.thestandard.com/articles/article_print/0,1454,235,00.html.
35. Ippolito, P.M. (1990) ‘Bonding and nonbonding signals of product quality’, Journal of Business, Vol. 63, No. 1, pp.41–60.
36. Bagwell, K. and Michael, H.R. (1991) ‘High and declining prices signal product quality’, American Economic Review, March, Vol. 81, pp.224–239.
37. Boulding, W. and Amna, K. (1993) ‘A consumer-side experimental examination of signaling theory: do consumers perceive warranties as signals of quality?’, Journal of Consumer Research, Vol. 20, pp.111–123.
38. Levy, H. and Esther, L-P. (1995) ‘Signaling theory and risk perception: an experimental study’, Journal of Economics and Business, Vol. 47, pp.39–56.
39. Kirmani, A. and Peter, W. (1989) ‘Money talks: perceived advertising expense and expected product quality’, Journal of Consumer Research, Vol. 16, pp.344–353.
40. Kirmani, A. (1990) ‘The effect of perceived advertising costs on brand perceptions’, Journal of Consumer Research, Vol. 17, pp.160–171.
41. Dawar, N. and Miklos, S. (1997) ‘The signaling impact of low introductory price on perceived quality and trial’, Marketing Letters, Vol. 8, No. 3, pp.251–259.
42. Kelley, C.A. (1988) ‘An investigation of consumer product warranties as market signals of product reliability’, Journal of the Academy of Marketing Science, Vol. 16, No. 2, pp.72–78.
43. Naquin, C.E. and Gaylen, D.P. (2003) ‘Online bargaining and interpersonal trust’, Journal of Applied Psychology, Vol. 88, No. 1, pp.113–120.
44. Shapiro, D.L., Blair, H.S. and Lisa, C. (1992) ‘Business on a handshake’, Negotiation Journal, Vol. 8, No. 4, pp.365–377.
45. Alba, J.W. and Weley, H.J. (1987) ‘Dimensions of consumer expertise’, Journal of Consumer Research, March, Vol. 13, pp.411–454.
46. Rosenberg, M.J. (1960) ‘An analysis of affective-cognitive consistency’, in Hovland, C.I. and Rosenberg, M.J. (Eds.): Attitude Organization and Change, Yale University Press, New Haven, CT, pp.15–64.
47. Ajzen, I. (1989) ‘Attitude structure and behaviour’, in Anthony, R.P., Steven, J.B. and Anthony, G.G. (Eds.): Attitude Structure and Function, Lawrence Erlbaum Associate, Publishers, Hillsdale, NJ.
48. Norman, R. (1975) ‘Affective-cognitive consistency, attitudes, conformity, and behaviour’, Journal of Personality and Social Psychology, Vol. 32, pp.83–91.
49. Ruyter de, Ko, Martin, W. and Mirella, K. (2001) ‘Customer adoption of e-service: an experimental study’, International Journal of Service Industry Management, Vol. 12, pp.184–207.
50. Dasgupta, P. (1988) ‘Trust as a commodity’, in Gambetta, D. (Ed.): Trust: Making and Breaking Cooperative Relations, Basil Blackwell, Inc., New York.
51. Jaruenpaa, S.L. and Tractinsky, N. (1999) ‘Consumer trust in an internet store: a cross-cultural validation’, Journal of Computer-Mediated Communication, Vol. 15, No. 2, found online at www.asusc.org/jcmd/vol15/issue2/jarvenpaa.html.
52. Hofstede, G. (2001) Culture’s Consequences, 2nd ed., Sage, Thousand Oaks, CA.
53. Hofstede, G. (1983) ‘The cultural relativity of organizational practices and theories’, Journal of International Business Studies, Vol. 14, pp.75–89.
54. Hofstede, G. (1998) ‘Attitudes, values and organizational culture: disentangling the concepts’, Organizational Studies, Vol. 19, pp.477–492.
55. Bochner, S. and Hesketh, B. (1994) ‘Power distance, individualism-collectivism, and job related attitudes in a culturally diverse work group’, Journal of Cross-cultural Psychology, Vol. 25, pp.233–257.
56. Bond, M.H. and Cheung, T.S. (1983) ‘College students’ spontaneous self-concept: the effect of culture among respondents in Hong Kong, Japan, and the United States’, Journal of Cross-cultural Psychology, Vol. 14, pp.153–171.
57. Tse, D., Lee, K.H., Vertinsky, I. and Wehrung, D.A. (1988) ‘Does culture matter? a cross-cultural study of executives’ choice, decisiveness, and risk adjustment in international marketing’, Journal of Marketing, Vol. 52, No. 4, pp.81–95.
58. d’Iribarne, P. (1994) ‘The honour principle in the bureaucratic phenomenon’, Organization Studies, Vol. 15, pp.8l-97.
59. Joshi, M. and MacLean, M. (1997) ‘Maternal expectations of child development in India, Japan, and England’, Journal of Cross-cultural Psychology, Vol. 28, pp.219–234.
60. French, J.R.P. and Raven, R. (1959) ‘The bases of social power’, in Cartwright, D. and Arbor, A. (Eds.): Studies in Social Power, University of Michigan, Institute for Social Research, MI.
61. De Mooij, M. (1998) Global Marketing and Advertising: Understanding Cultural Paradoxes, Sage, Thousand Oaks, CA.
62. Lee, C. and Robert, T.G. (1991) ‘Cross-cultural examination of the Fishbein behavioural intentions model’, Journal of International Business, Vol. 22, No. 2, pp.289–306.