A model of customers' trust in e-businesses: Micro-level inter-party trust formation

Journal of Computer Information Systems

Volumn 48, Issue 1, 2007, Pages 88-104

  Kim, Euijin ^a   Tadisina, Suresh ^b  

^a MOREHEAD STATE UNIVERSITY   (United States)

^b SOUTHERN ILLINOIS UNIVERSITY   (United States)

Author keywords

E commerce; Factors impacting customers' trust in e businesses; Initial trust; Loyalty; Macro level trust; Micro level trust; Robust trust; Trust; Trusting attitude; Trusting belief; Trusting intention

Indexed keywords

FACTORS IMPACTING CUSTOMERS' TRUST IN E-BUSINESSES; INITIAL TRUSTS; LOYALTY; MACRO-LEVEL TRUST; MICRO-LEVEL TRUST; ROBUST TRUST; TRUST; TRUSTING ATTITUDE; TRUSTING BELIEFS; TRUSTING INTENTION;

SALES;

ELECTRONIC COMMERCE;

EID: 35448946065     PISSN: 08874417     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (102)

1. Ajzen, I. Attitudes, Personality, and Behavior, The Dorsey Press, Chicago, IL, 1988.
2. Ajzen, I. "From Intentions to Actions: A Theory of Planned Behavior" in Kuhl, J. and J. Beckmann (Eds.), Action-control: From Cognition to Behavior, Springer, Heidelberg, 1985, pp. 11-39.
3. Ajzen, I. and M. Fishbein. Understanding Attitudes and Predicting Social Behavior, Prentice-Hall, Englewood Cliffs, NJ, 1980.
4. Ajzen, I. and T. J. Madden "Prediction of Goal-Directed Behavior: Attitudes, Intentions, and Perceived Behavioral Control," Journal of Experimental Social Psychology, 22, 1986, pp. 453-474.
5. Anderson, E. W. and C. Fornell. "A Customer Satisfaction Research Prospectus," in Rust, R. T. and R. L. Oliver (Eds.), Service Quality: New Directions in Theory and Practice, Sage Publication, Thousand Oaks, CA, 1994, pp. 241-268.
6. Ba, S. and P. A. Pavlou. "Evidence of the Effect of Trust Building Technology in Electronic Markets: Price Premiums and Buyer Behavior," MIS Quarterly, 26:3, 2002, pp. 243-268.
7. Bahmanziari, T., J. M. Pearson, and L. Crosby. "Is Trust Important in Technology Adoption? A Policy Capturing Approach," Journal of Computer Information Systems, 43:4, 2003, pp. 46-54.
8. Baldwin, J. M. Dictionary of Philosophy and Psychology (3 vols.), McMillan, New York, 1901-1905.
9. Barber, B. The Logic and Limits of Trust, Rutgers University Press, New Brunswick, NJ, 1983.
10. Bhattacherjee, A. "Individual Trust in Online Firms: Scale Development and Initial Test," Journal of Management Information Systems, 19:1, 2002, pp. 211-241.
11. Bigley, G. A. and J. L. Pearce. "Straining for Shared Meaning in Organization Science: Problems of Trust and Distrust," Academy of Management Review, 23:3, 1998, pp. 405-421.
12. Bitner, M. J. "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing, 56, 1992, pp. 57-71.
13. Borchers, A. "Trust in Internet Shopping: A Test of a Measurement Instrument," Proceedings of the Seventh Americas Conference on Information Systems, August 2-5, 2001, Boston, Massachusetts.
14. Brynjolfsson, E. and M. D. Smith. "Frictionless Commerce? A Comparison of Internet and Conventional Retailers," Management Science, 46:4, 2000, pp. 563-585.
15. Burke, P. J. and J. E. Stets. "Trust and Commitment through Self-verification," Social Psychology Quarterly, 62:4, 1999, pp. 347-360.
16. Butler, Jr. J. K. "Toward Understanding and Measuring Conditions of Trust: Evolution of a Conditions of Trust Inventory," Journal of Management, 17:3, 1991, pp. 643-663.
17. Chen, K., and A. I. Rea, Jr. "Protecting Personal Information Online: A Survey of User Privacy Concerns and Control Techniques," Journal of Computer Information Systems, 44:4, 2004, pp. 85-92.
18. Cheung, C., and M. K. O. Lee. "Trust in Internet Shopping: A Proposed Model and Measurement Instrument," Proceedings of the Sixth Americas Conference on Information Systems, August 10-13, 2000, Long Beach, California.
19. Chiou, J. "The Antecedents of Consumers' Loyalty toward Internet Service Providers", Information & Management, 41, 2004, pp. 685-695.
20. Clark, S. E. "A Familiarity-based Account of ConfidenceAccuracy Inversions in Recognition Memory," Journal of Experimental Psychology I Learning, Memory & Cognition, 23:1, 1997, 232-238.
21. Cook, J. and T. Wall. "New Work Attitude Measures of Trust, Organizational Commitment and Personal Need Nonfulfillment," Journal of Occupational Psychology, 53:1, 1980, pp. 39-52.
22. Das, T. K. and B. Teng. "Trust, Control, and Risk in Strategic Alliances: An Integrated Framework," Organization Studies, 22:2, 2001, pp. 251-283.
23. DeLone, W. H. and E. R. McLean. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, 3:1, 1992, pp. 60-95.
24. Deutsch, M. "The Effect of Motivational Orientation upon Trust and Suspicion," Human Relations, 13, 1960, pp. 123-140.
25. Doney, P.M. and J.P. Cannon. "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, 61:1, 1997, pp. 35-51.
26. Fazio, R. H. and M. P. Zanna. "Direct Experience and Attitude-behavior Consistency," in Berkowitz, L. (Ed.), Experimental Social Psychology, 14, Academic Press, New York, 1981, pp. 161-202.
27. Fazio, R. H. and M. P. Zanna. "On the Predictive Validity of Attitudes: The Roles of Direct Experience and Confidence," Journal of Personality, 46, 1978, pp. 228-243.
28. Fishbein, M. and I. Ajzen. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, Mass, 1975.
29. Fukuyama, F. Trust: The Social Virtues and the Creation of Prosperity, The Free Press, New York, 1995.
30. Gambetta, D. G. "Can We Trust Trust?" in Gambetta, D. G. (Ed.), Trust: Making and Breaking Cooperative Relations, Basil Blackwell, New York, 1988, pp. 213-237.
31. Gefen, D. "Customer Loyalty in E-commerce," Journal of the Association for Information Systems, 3, 2002, pp. 27-51.
32. Gefen, D. "E-commerce: The Role of Familiarity and Trust," Omega, 28, 2000, pp. 725-737.
33. Gefen, D. and D. W. Straub. "Consumer Trust in B2C E-commerce and the Importance of Social Presence: Experiments in E-products and E-services," Omega, 32, 2004, pp. 407-424.
34. Gefen, D. and D. W. Straub. "Managing User Trust in B2C E-services," eService Journal, 2:2, 2003, pp. 7-24.
35. Gefen, D., E. Karahanna and D. W. Straub. "Trust and TAM in Online Shopping: An Integrated Model," MIS Quarterly, 27:1, 2003, pp. 51-90.
36. Giffin, K. "The Contribution of Studies of Source Credibility to a Theory of Interpersonal Trust in the Communication Department," Psychological Bulletin, 68, 1967, pp. 104-120.
37. Good, P. "Individuals, Interpersonal Relations, and Trust," In Gambetta, D. G. (Dd.), Trust: Making and Breaking Cooperative Relations, Basil Blackwell, New York, 1988, pp. 31-48.
38. Grazioli, S. and S. Jarvenpaa. "Perils of Internet Fraud: An Empirical Investigation of Deception and Trust with Experienced Internet Consumers," IEEE Transactions on Systems, Man, and Cybernetics, 30, 2000, pp. 395-410.
39. Grimes, A. J. "Authority, Power, Influence, and Social Control: A Theoretical Synthesis," Academy of Management Review, 1978.
40. Heider, F. The Psychology of Interpersonal Relations, John Wiley and Sons, New York, 1958.
41. Hoffman, D. L., T. P. Novak and M. Peralta. "Building Consumer Trust Online," Communications of the ACM, 42:4, 1999, pp. 80-85.
42. Jarvenpaa. S, L., K. Knoll and D. E. Leidner. "Is Anybody Out There? Antecedents of Trust in Global Virtual Team," Journal of Management Information Systems, 14:4, 1998, pp. 29-64.
43. Jarvenpaa, S. L. and N. Tractinsky. "Consumer Trust in an Internet Store: A Cross-cultural Validation," Journal of Computer Mediated Communication, 5:2, 1999, pp. 1-35.
44. Jarvenpaa, S.L., N. Tractinsky and M. Vitale. "Consumer Trust in an Internet Store," Information Technology and Management, 1:1-2, 2000, pp. 45-71.
45. Jian, J., A. M. Bisantz, and C. G. Drury. "Foundations for an Empirically Determined Scale of Trust in Automated Systems," International Journal of Cognitive Ergonomics, 4:1, 2000, pp. 53-71.
46. Johnson-George, C., and W. Swap. "Measurement of Specific Interpersonal Trust: Construction and Validation of a Scale to Assess Trust in a Specific Other," Journal of Personality and Social Psychology, 43, 1982, pp. 1306-1317.
47. Kats, D. and E. Stotland. "A Preliminary Statement to a Theory of Attitude Structure and Change," in Koch, S. (Ed.), Psychology: A Study of a Science (Vol. 3), McGraw-Hill, New York, 1959, pp. 423-475.
48. Kim, H., Y. Xu, and J. Koh. "A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers," Journal of Association for Information Systems, 5:10, 2004, pp. 392-420.
49. Koufaris, M. and W. Hampton-Sosa. "The Development of Initial Trust in an Online Company by New Customers," Information and Management, 41:3, 2004, pp.377-397.
50. Larzelere, R. and T. Huston. "The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships," Journal of Marriage and the Family, 42, 1980, pp. 595-604.
51. Lee, M.K.O. and E. Turban. "A Trust Model for Consumer Internet Shopping," International Journal of Electronic Commerce, 5:1, 2001, pp. 75-92.
52. Lee, S. M. and S. J. Lee. "Consumers' Initial Trust toward Second-hand Products in the Electronic Market," Journal of Computer Information Systems, 46:2, Winter 2005/2006, pp. 85-98.
53. Lewicki, R. J. and B. B. Bunker. "Trust in Relationships: A Model of Development and Decline" in Bunker, B. B. and J. Z. Rubin (Eds.). Conflict, Cooperation, and Justice, Jossey-Bass, San Francisco, CA, 1995, pp. 133-173.
54. Lewis, J. and A. Weigert. "Trust as a Social Reality," Social Forces, 63, 1985, pp. 967-985.
55. Liu, C., J. T. Marchewka, J. Lu and C. Yu. "Beyond Concern: A Privacy-Trust-Behavioral Intention Model of Electronic Commerce," Information and Management, 42, 2004, pp. 127-142.
56. Lu, J., Y. Chun-Sheng, and C. Liu. "Facilitating Conditions, Wireless Trust and Adoption Intention," Journal of Computer Information Systems, 46:1, 2005, pp. 17-24.
57. Luhmann, N. "Familiarity, Confidence, and Trust: Problems and Alternatives," in Gambetta, D. (Ed.). Trust: Making and Breaking Cooperative Relations, Basil Blackwell, Oxford, 1988, pp. 94-107.
58. Luhmann, N. Trust and Power, Wiley, New York, 1979.
59. Mayer, R. C., J. H. Davis and F. D. Schoorman. "An Integrative Model of Organizational Trust," Academy of Management Review, 20:3, 1995, pp. 709-734.
60. McAllister, D. J. "Affect- and Cognition-based Trust as Foundations for Interpersonal Cooperation in Organizations," Academy of Management Journal, 38:1, 1995, pp. 24-59.
61. McFall, L. "Integrity," Ethics, 98, 1987, pp. 5-20.
62. McKnight, D. H., C. J. Kacmar and V. Choudhury. "Dispositional Trust and Distrust Distinctions in Predicting High-and Low-Risk Internet Expert Advice Site Perceptions," e-Service Journal, 3:2, 2004, pp. 35-58.
63. McKnight D. H., L. L. Cummings and N. L. Chervany. "Initial Trust Formation in New Organizational Relationships," Academy of Management Review, 23:3, 1998, pp. 473-490.
64. McKnight, D. H. and N. L. Chervany. "What Trust Means in E-commerce Customer Relationships: An Interdisciplinary Conceptual Typology," International Journal of Electronic Commerce, 6:2, 2002, pp. 35-59
65. McKnight, D. H., V. Choudhury and C. Kacmar. "Developing and Validating Trust Measures for E-commerce: an Integrative Typology," Information Systems Research, 13:3, 2002a, pp. 334-359.
66. McKnight, D. H., V. Choudhury and C. Kacmar. "The Impact of Initial Consumer Trust on Intentions to Transact with a Web Site: A Trust Building Model," Journal of Strategic Information Systems, 11:3-4, 2002b, pp. 297-323.
67. McKnight, D. H., V. Choudhury and C. Kacmar. "Trust in E-commerce Vendors: A Two-Stage Model," Proceedings of the Twenty-First International Conference on Information Systems, Brisbane, Australia, December 10-13, 2002.
68. Milliman, R. E. and D. F-gate. "Using Trust Transference as a Persuasion Technique: An Empirical Field Investigation," Journal of Personal Selling and Sales Management, 8, 1988, pp. 1-7.
69. Mish, F. C. (Ed.). Merriam Webster's Collegiate Dictionary (10th ed.), Springfield, MA, USA, 1993.
70. Moorman, C., R. Deshpande and G. Zaltman. "Factors Affecting Trust in Market Research Relationships," Journal of Marketing, 57:1, 1993, pp. 81-100.
71. Morgan, R. M. and S. D. Hunt. "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58:3, 1994, pp. 20-38.
72. Nooteboom, B. "Trust, Opportunism and Governance: A Process and Control Model," Organization Studies, 17:6, 1996, pp. 985-1010.
73. Ohanian, R. "The Impact of Celebrity Spokespersons' Perceived Image on Consumers' Intention to Purchase," Journal of Advertising Research, 31:1, 1991, pp. 45-54.
74. Parasuraman, A., V. A. Zeithaml and L. L. Berry. "SERVQUAL: A Multi-item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, 64:1, 1988, pp. 12-40.
75. Pavlou, P.A. "Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model," International Journal of Electronic Commerce, 7:3, 2003, pp. 101-134.
76. Pavlou, P. A. and D. Gefen. "Building Effective Online Marketplaces with Institution-based Trust," Information Systems Research, 15:1, 2004, pp. 37-59.
77. Pavlou, P. A. and M. Fygenson. "Understanding and Predicting Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior," MIS Quarterly, 30:1, 2006, pp. 115-143.
78. Pennington, R., H. D. Wilcox and V. Grover. "The Role of System Trust in Business-to-Consumer Transactions," Journal of Management Information Systems, 20:3, 2003-2004, pp. 197-226.
79. Raden, D. "Strength-related Attitude Dimensions," Social Psychology Quarterly, 48, 1985, pp. 312-330.
80. Rempel, J. K., J. G. Holmes and M. D. Zanna. "Trust in Close Relationships," Journal of Personality and Social Psychology, 49, 1985, pp. 95-112.
81. Rotter, J. B. "A New Scale for the Measurement of Interpersonal Trust," Journal of Personality, 35, 1967, pp. 651-665.
82. Rotter, J. B. "Generalized Expectancies for Interpersonal Trust", American Psychologist, 26, 1971, pp. 443-452.
83. Rousseau D. M., S. B. Sitkin, R. S. Burt and C. Camerer. "Not So Different After All: A Cross-Discipline View of Trust," Academy of Management Review, 23:3, 1998, pp. 393-404.
84. Searle, J. R. The Construction of Social Reality, The Free Press, New York, NY, 1995.
85. Schifter, D. B. and I. Ajzen. "Intention, Perceived Control, and Weight Loss: An Application of the Theory of Planned Behavior," Journal of Personality and Social Psychology, 49, 1985, pp. 843-851.
86. Schlenker, B. R., B. Helm and J. T. Tedeschi. "The Effects of Personality and Situational Variables on Behavior Trust," Journal of Personality and Social Psychology, 25, 1973, pp. 419-427.
87. Schlosser, A. E., T. B. White, and S. M. Lloyd. "Converting Web Site Visitors into Buyers: How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions," Journal of Marketing, 70, 2006, pp. 133-148.
88. Sitkin, S. B. and N. L. Roth. "Explaining the Limited Effectiveness of Legalistic "Remedies" for Trust/Distrust," Organization Science, 4,1993, pp. 367-392.
89. Smith, J. B. "Selling Alliances: Issues and Insights," Industrial Marketing Management, 26:2, 1997, pp. 146-161.
90. Solomon, L. "The Influence of Some Types of Power Relationships and Game Strategies upon the Development of Interpersonal Trust," Journal of Abnormal and Social Psychology, 61, 1960, 223-230.
91. Sproull, L. S. "Beliefs in Organizations" in Nystrom, P. C. and W. H. Starbuck (Eds.). Handbook of Organizational Design, Oxford University Press, Oxford, England, 1981, pp. 203-224.
92. Stewart, K. J. "Transference as a Means of Building Trust in World Wide Web Sites," Proceedings of the Twentieth International Conference on Information Systems, Charlotte, NC, 1999.
93. Strickland, L. H. "Surveillance and Trust," Journal of Personality, 26,1958, pp. 200-215.
94. Strub, P. J. and T. B. Priest. "Two Patterns of Establishing Trust: The Marijuana User," Sociological Focus, 9:4, 1976, pp. 399-411.
95. Swan, J. E., I. F. Trawick, Jr., D. R. Rink and J. J. Roberts. "Measuring Dimensions of Purchaser Trust of Industrial Salespeople," Journal of Personal Selling & Sales Managementen, 1988, pp. 1-9.
96. Tan, Y. and W. Theon. "Toward a Generic Model of Trust for Electronic Commerce," International Journal of Electronic Commerce, 5:2, 2001, pp. 61-74.
97. Wakefield, R. L., M. H. Stocks and W. M. Wilder. "The Role of Web Site Characteristics in Initial Trust Formation," Journal of Computer Information Systems, 45:1, 2004, pp. 94-103.
98. Wang, W. and I. Benbasat. "Trust in and Adoption of Online Recommendation Agents," Journal of the Association for Information Systems, 6:3, 2005, pp. 72-101.
99. Wicks, A. C., S. L. Berman and T. M. Jones. "The Structure of Optimal Trust: Moral and Strategic Implications", Academy of Management Review, 24:1, 1999, pp. 99-116.
100. Williamson, O. E. "Calculativeness, Trust, and Economic Organization," Journal of Law & Economics, 36, 1993, pp. 453-486.
101. Zand, D. E. "Trust and Managerial Problem Solving," Administrative Science Quarterly, 17:2, 1972, pp. 229-239.
102. Zucker, L. G. "Production of Trust: Institutional Sources of Economic Structure, 1840-1920," Research in Organizational Behavior, 8, 1986, pp. 53-111.