A conceptual model of trust in the online environment

Online Information Review

Volumn 31, Issue 5, 2007, Pages 604-621

  Salo, Jari ^a   Karjaluoto, Heikki ^a  

^a UNIVERSITY OF OULU   (Finland)

Author keywords

Behaviour; Electronic commerce; Online operations; Trust; User studies

Indexed keywords

CUSTOMER SATISFACTION; INDUSTRIAL MANAGEMENT; MATHEMATICAL MODELS; ONLINE SYSTEMS; USER INTERFACES;

CONCEPTUAL FRAMEWORK; CUSTOMER RELATIONSHIPS; ONLINE OPERATIONS; ONLINE TRANSACTIONS; USER STUDIES;

ELECTRONIC COMMERCE;

EID: 35348850858     PISSN: 14684527     EISSN: None     Source Type: Journal    
DOI: 10.1108/14684520710832324     Document Type: Article

References (65)

1. Ba, S., Whinston, A.B. and Zhang, H. (2003), "Building trust in online auction markets through an economic incentive mechanism", Decision Support Systems, Vol. 35 No. 3, pp. 273-86.
2. Bachmann, R. (2001), "Trust, power and control in trans-organizational relations", Organization Studies, Vol. 22 No. 1, pp. 337-65.
3. Boeyen, S. and Moses, T. (2003), "Trust management in the public-key infrastructure", white paper, Entrust, available at: www.entrust.com/ resources/download.cfm/21126/trustmodels.pdf?inline=false.
4. Brannigan, C. and de Jager, P. (2003), "Building e-trust", Computerworld, Vol. 37 No. 36, pp. 40-1.
5. Briggs, P., Simpson, B. and de Angeli, A. (2004), "Personalisation and trust: a reciprocal relationship?", in Karat, J., Vanderdonekt, J., Karat, C. and Blom, J.O. (Eds), Designing Personalized User Experiences in Ecommerce, Human, Computer Interaction Series, Vol. 5, pp. 39-55.
6. Chen, S.C. and Dhillon, G.S. (2003), "Interpreting dimensions of consumer trust in e-commerce", Information Technology and Management, Vol. 4 Nos 2-3, pp. 303-18.
7. Cho, C.H. (1999), "How advertising works on the www: modified elaboration likelihood model", Journal of Current Issues and Research in Advertising, Vol. 21 No. 2, pp. 33-50.
8. Chopra, K. and Wallace, W.A. (2003), "Trust in electronic environments", Proceedings of the 36th Hawaii International Conference on System Sciences, Hawaii.
9. Cranor, L.F. (1998), "Putting it together: internet privacy: a public concern", netWorker, Vol. 2 No. 3, pp. 13-18.
10. Davis, F.D. (1989), "Perceived usefulness, perceived ease of use and user acceptance of information technology", MIS Quarterly, Vol. 13 No. 3, pp. 319-39.
11. Dellarocas, C. (2003), "The digitization of word of mouth: promise and challenges of online feedback mechanisms", Management Science, Vol. 49 No. 10, pp. 1407-24.
12. Durkan, P., Durkin, M. and Gillen, J. (2003), "Exploring efforts to engender on-line trust", Entrepreneurial Behaviour and Research, Vol. 9 No. 3, pp. 93-110.
13. Dyer, J.H. (1997), "Effective interfirm collaboration: how firms minimize transaction costs and maximize transaction value", Strategic Management Journal, Vol. 18 No. 7, pp. 535-56.
14. Eastlick, M.A., Lotz, S.L. and Warrington, P. (2006), "Understanding online B-to-C relationships: an integrated model of privacy concerns, trust, and commitment", Journal of Business Research, Vol. 59 No. 8, pp. 877-86.
15. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
16. Fung, R.K. and Lee, M.K. (1999), "EC-trust (trust in electronic commerce): exploring the antecedent factors", Proceedings of the Fifth Americas Conference on Information Systems, Milwaukee, WI, pp. 517-9.
17. Gambetta, D. (2000), "Can we trust trust?", in Gambetta, D. (Ed.), Trust: Making and Breaking Cooperative Relations, Department of Sociology, University of Oxford, Oxford, pp. 213-37.
18. Ganesan, S. (1994), "Determinant of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58 No. 2, pp. 1-19.
19. Gefen, D., Karahanna, E. and Straub, D. (2003), "Trust and TAM in online shopping: an integrated model", MIS Quarterly, Vol. 27 No. 1, pp. 51-90.
20. Hoffman, D.L., Novak, T.P. and Peralta, M. (1999), "Building consumer trust online", Communications of the ACM, Vol. 42 No. 4, pp. 80-5.
21. Hofstede, G. (2001), Culture's Consequences, Comparing Values, Behaviors, Institutions, and Organizations across Nations, Sage, Thousand Oaks, CA.
22. Hu, X., Lin, Z. and Zhang, H. (2003), "Myth or reality: effect of trust-promoting seals in electronic market", in Petrovic, O., Posch, R. and Marhold, F. (Eds), Trust in Network Economy, Idea Group, Hershey, PA, pp. 143-50.
23. Järvenpää, S.L. and Tractinsky, N. (1999), "Consumer trust in an internet store: a cross-cultural validation", Journal of Computer-Mediated Communication, Vol. 5 No. 2, available at: http://jcmc.indiana.edu/vol5/issue2/jarvenpaa.html.
24. Kacen, J.J. and Lee, J.A. (2002), "The influence of culture on consumer impulsive buying behavior", Journal of Consumer Psychology, Vol. 12 No. 2, pp. 163-76.
25. Keat, T.K. and Mohan, A. (2004), "Integration of TAM based electronic commerce models for trust", Journal of American Academy of Business, Vol. 5 Nos 1/2, pp. 404-10.
26. Kim, D. and Benbasat, I. (2003), "Trust-related arguments in internet stores: a framework for evaluation", Journal of Electronic Commerce Research, Vol. 4 No. 2, pp. 49-64.
27. Kim, K. and Prabhakar, B. (2000), "Initial trust, perceived risk, and the adoption of internet banking", Proceedings of the Twenty First international Conference on Information Systems, Atlanta, GA, pp. 537-43.
28. Kim, E. and Tadisina, S. (2005), "Factors impacting customers' initial trust in e-businesses: an empirical study", Proceedings of the 38th Annual Hawaii International Conference on System Sciences, Hawaii, HI.
29. Kini, A. and Choobineh, J. (1998), "Trust in electronic commerce: definition and theoretical considerations", Proceedings of the 31st Hawaii International Conference on System Sciences, Maui, HI, pp. 51-61.
30. Kong, W.C. and Hung, Y.T. (2006), "Modeling initial and repeat online trust in B2C e-commerce", Proceedings of the 39th Hawaii International Conference on System Sciences, Big Island, HI.
31. Koufaris, M. and Hampton-Sosa, W. (2004), "The development of initial trust in an online company by new customers", Information and Management, Vol. 41 No. 3, pp. 377-97.
32. Lee, H.Y., Ahn, H. and Han, I. (2006), "Analysis of trust in the e-commerce adoption", Proceedings of the 39th Hawaii International Conference on System Sciences, Big Island, HI.
33. Lee, M.K.O. and Turban, E. (2001), "A trust model for consumer internet shopping", International Journal of Electronic Commerce, Vol. 6 No. 1, pp. 75-91.
34. 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.
35. McKnight, D.H. and Chervany, N.L. (1996), "The meanings of trust", Technical Report, 96-04, University of Minnesota, Minneapolis, MN.
36. McKnight, D.H. and Chervany, N.L. (2002), "What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology", International Journal of Electronic Commerce, Vol. 6 No. 2, pp. 35-59.
37. McKnight, D.H., Choudhury, V. and Kacmar, C. (2002), "Developing and validating trust measures for e-commerce: an integrative typology", Information Systems Research, Vol. 13 No. 3, pp. 334-59.
38. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
39. NCL (National Fraud Information Center/internet Fraud Watch) (2005), "internet scams fraud trends January-December 2005", available at: www.fraud.org/2005 internet Fraud Report.pdf.
40. Njite, D. and Parsa, H.G. (2005), "Structural equation modeling of factors that influence consumer internet purchase intentions of services", Journal of Services Research, Vol. 5 No. 1, pp. 43-60.
41. Nooteboom, B. (2003), "The trust process", in Nooteboom, B. and Frédérique, S. (Eds), The Trust Process in Organizations: Empirical Studies of the Determinants and the Process of Trust Development, Edward Elgar Publishing, Cheltenham, pp. 16-36.
42. Pavlou, P.A. (2003), "Consumer acceptance of electronic commerce - integrating trust and risk with the technology acceptance model", International Journal of Electronic Commerce, Vol. 7 No. 3, pp. 69-103.
43. Pavlou, P.A., Tan, Y.H. and Gefen, D. (2003), "The transitional role of institutional trust in online interorganizational relationships", Proceedings of the 36th Annual Hawaii International Conference on System Sciences, Big Island, HI, p. HI.
44. Petty, R.E. and Cacioppo, J.T. (1986), Communication and Persuasion: Central and Peripheral Routes to Attitude Change, Springer Verlag, New York, NY.
45. Poon, S. and Swatman, P.M. (1997), "Small business use of the internet: findings from Australian case studies", International Marketing Review, Vol. 14 No. 5, pp. 385-402.
46. Ratnasingham, P. (1998), "The importance of trust in electronic commerce", internet Research: Electronic Networking Applications and Policy, Vol. 8 No. 4, pp. 313-21.
47. Sako, M. (1992), Prices, Quality and Trust: Inter-firm Relations in Britain and Japan, Cambridge University Press, Cambridge.
48. Salam, A., Iyer, L., Palvia, P. and Singh, R. (2005), "Trust in e-commerce", Communications of the ACM, Vol. 48 No. 2, pp. 72-7.
49. Schoenbachler, D.D. and Gordon, G.L. (2002), "Trust and customer willingness to provide information in database-driven relationship marketing", Journal of Interactive Marketing, Vol. 16 No. 3, pp. 2-16.
50. Shao, B., Ma, G. and Meng, X. (2005), "The influenced factors to online consumer trust: an empirical research on B2C e-commerce in China", Proceedings of the Fifth International Conference on Computer and Information Technology, IEEE Computer Society, Washington, DC, pp. 961-5.
51. Shek, S.P., Sia, C.L. and Lim, K. (2003), "A preliminary assessment of different trust formation models: the effect of third party endorsements on online shopping", Proceedings of the 36th Hawaii International Conference on System Sciences, Big Island, HI, p. HI.
52. Siau, K. and Shen, Z. (2003), "Building customer trust in mobile commerce", Communications of the ACM, Vol. 46 No. 4, pp. 91-4.
53. Simon, S.J. (2001), "The impact of culture and gender on web sites: an empirical study", Database for Advances in Information Systems, Vol. 32 No. 1, pp. 18-37.
54. Smith, A., Dunckley, L., French, T., Minocha, S. and Chang, Y. (2004), "A process model for developing usable cross-cultural websites", Interacting with Computers, Vol. 16 No. 1, pp. 69-91.
55. Spiekermann, S., Grossklags, J. and Berendt, B. (2001), "E-privacy in 2nd generation E-commerce: privacy preferences versus actual behavior", Proceedings of Third ACM Conference on Electronic Commerce, Tampa, FL, pp. 38-47.
56. Sztompka, P. (1999), Trust: a Sociological Theory, Cambridge University Press, Cambridge.
57. Tavani, H. (1999), "Privacy online", Computers and Society, Vol. 29 No. 4, pp. 11-19.
58. Van Raaij, W.F. (1997), "Globalisation of marketing communication?", Journal of Economic Psychology, Vol. 18 Nos 2-3, pp. 259-70.
59. Walters, G.J. (2001), "Privacy and security: an ethical analysis", Computers and Society, Vol. 31 No. 2, pp. 8-23.
60. Watson, J., Lysonski, S., Gillan, T. and Raymore, L. (2002), "Cultural values and important possessions: a cross-cultural analysis", Journal of Business Research, Vol. 55 No. 11, pp. 923-31.
61. Welter, F. and Kautonen, T. (2005), "Trust, social networks and enterprise development: exploring evidence from East and West Germany", International Entrepreneurship & Management Journal, Vol. 1 No. 3, pp. 367-79.
62. Xia, W. and Lee, G. (2000), "The influence of persuasion, training and experience on user perceptions and acceptance of IT innovation", Proceedings of the Twenty First International Conference on Information Systems, Atlanta, GA, pp. 371-84.
63. Yang, Y., Hu, Y. and Chen, J. (2005), "A web trust-inducing model for e-commerce and empirical research", Proceedings of the 7th International Conference on Electronic Commerce, Xi'an, China, p. C.
64. Zaheer, A., McEvily, B. and Perrone, V. (1998), "Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance", Organization Science, Vol. 9 No. 2, pp. 141-59.
65. Zaltman, G. and Moorman, C. (1988), "The importance of personal trust in the use of research", Journal of Advertising Research, Vol. 28, October/November, pp. 16-24.