Trust and relationship building in electronic commerce

Internet Research

Volumn 11, Issue 4, 2001, Pages 322-332

  Papadopoulou, Panagiota ^a   Andreou, Andreas ^a   Kanellis, Panagiotis ^a   Martakos, Drakoulis ^a  

^a UNIVERSITY OF ATHENS   (Greece)

Author keywords

Agents; Relationship marketing; Trust; Virtual reality

Indexed keywords

EID: 3843050133     PISSN: 10662243     EISSN: None     Source Type: Journal    
DOI: 10.1108/10662240110402777     Document Type: Article

References (50)

1. Achrol, R. (1991), "Evolution of the marketing organization: new forms for turbulent environments", Journal of Marketing, Vol. 55 No. 4, pp. 77-93.
2. Anderson, E. and Weitz, B. (1989), "Determinants of continuity in conventional industrial channel dyads", Marketing Science, Vol. 8 No. 4, pp. 310-23.
3. Aukstakalnis, S. and Blatner, D. (1992), Silicon Mirage: The Art and Science of Virtual Reality, Peach Pit Press, Berkeley, CA.
4. Barber, B. (1983), The Logics and Limits of Trust, New Rutgers University Press, Brunswick, NJ.
5. Becker, H.S. (1960), "Notes on the concept of commitment", American Journal of Sociology, Vol. 66, pp. 32-42.
6. Berry, L. (1993), "Playing fair in retailing", Arthur Andersen Retailing Issues Newsletter, March, Vol. 5 No. 2.
7. Berry, L. and Parasuraman A. (1991), Marketing Services, The Free Press, New York, NY.
8. Bitner, M.J. (1992), "Servicescapes: the impact of physical surroundings on customers and employees", Journal of Marketing, Vol. 54, pp. 69-82.
9. Bitner, M.J. (1995), "Building service relationships: it's all about promises", Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246-51.
10. Butler, J.K. (1991), "Toward understanding and measuring conditions of trust: evolution of the conditions of trust inventory", Journal of Management, Vol. 17, pp. 643-63.
11. Carlzon, J. (1987), Moments of Truth, Bollinger, New York, NY.
12. Cassel, J. (2000), "Embodied conversational interface agents", Communications of the ACM, Vol. 43 No. 4, pp. 70-8.
13. Dasgupta, P. (1988), "Trust as a commodity", in Gambetta, D. (Ed.), Trust: Making and Breaking Cooperative Relations, Basil Blackwell, Inc., New York, NY.
14. Deutsch, M. (1960), "The effect of motivational orientation upon trust and suspicion", Human Relations, Vol. 13 pp. 123-39.
15. Do, O., March, E., Rich, J. and Wolff, T. (1996), "Intelligent agents and the Internet: effects on electronic commerce and marketing", available at: http:// bold.coba.unr.edu/odie/paper.html
16. Doney, P. and Cannon, J. (1997), "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, Vol. 61, pp. 35-51.
17. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987), "Developing buyer-seller relationships", Journal of Marketing, Vol. 51, pp. 11-27.
18. Ganesan, S. (1994), "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, Vol. 58, pp. 1-19.
19. Green, S., Hurst, L., Nangle, B., Cunningham, P., Somers, F. and Evans, R. (1997), "Software agents: a review", Intelligent Agents Group, Available at: http:// www.cs.tcd.ie/publications/tech-reports/tr-index.97.html
20. Grönroos, C (1984), "A service quality model and its market implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
21. Guttman, R., Moukas, A. and Maes, P. (1998a), "Agents as mediators in electronic commerce", Electronic Markets, Vol. 8 No. 1, pp. 22-7.
22. Guttman, R., Moukas, A. and Maes, P. (1998b), "Agent-mediated electronic commerce: a survey", Knowledge Engineering Review, June, p. 2, available at: http:// ecommerce.media.mit.edu/papers/ker98.pdf
23. Horberg, J. (1995), "Talk to my agent: software agents in virtual reality", available at: http://www.ibiblio.org/ cmc/mag/1995/feb/horberg.html
24. Isdale, J. (1993), "What is virtual reality? A homebrew introduction and information resource list", 8 October, available at: http://www.cms.dmu.ac.uk/∼cph/VR/ whatisvr.html
25. Jonkheer, K. and Jansen, A. (1999), "Intelligent agents, markets and competition: consumers' interests and functionality of destination sites", FirstMonday, Vol. 4 No. 6, 7 June, available at: http:// www.firstmonday.org/issues/issue4_6/jonkheer/ index.html.
26. Lange, D.B. (1998), "Mobile objects and mobile agents: the future of distributed computing?", in the Proceedings of the 12th European Conference on Object-Oriented Programming, 20-24 July, Brussels.
27. Lange, D.B., Hill, T. and Oshima, M. (1999), "A new Internet agent scripting language using XML", in the Proceedings of the AAAI-99 Workshop on AI in Electronic Commerce, 18-19 July, Orlando, FL.
28. Lewicki, R.J. and Bunker, B.B. (1995), "Trust in relationships: a model of development and decline", in Bunker, B.B. and Rubin, J.Z. (Eds), Conflict, Cooperation and Justice, Jossey-Bass, San Francisco, CA.
29. Lewis, J.D. and Weigert, A.J. (1985), "Trust as a social reality", Social Forces, Vol. 63 No. 4, pp. 967-85.
30. Lewis, R. and Booms B.H. (1983), "The marketing aspect of service quality", in Berry, L., Shostack, G. and Upah, G. (Eds), Emerging Perspective of Services Marketing, American Marketing Association, Chicago, IL, pp. 99-107.
31. Lindskold, S. (1978), "Trust development, the GRIT proposal and the effects of conciliatory acts on conflict and cooperation", Psychological Bulletin, Vol. 85 No. 4, pp. 772-93.
32. Ma, M. (1999), "Agents in e-commerce", Communications of the ACM, Vol. 42 No. 3, pp. 79-80.
33. Macneil, I.R. (1980), The New Social Contract, Yale University Press, New Haven, CT.
34. Maes, P., Guttman, R.H. and Moukas, A.G. (1999), "Agents that buy and sell", Communications of the ACM, Vol. 42 No. 3, pp. 81-91.
35. McKnight, D.H. and Chervany, N.L. (1996), "The meanings of trust", available at http://www.misrc.umin.edu/ wpaper/default.asp
36. Moorman, C., Deshpande, R. and Zaltman, G. (1993), "Factors affecting trust in market research relationships", Journal of Marketing, Vol. 57, pp. 81-101.
37. 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, Vol. 29, pp. 314-28.
38. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58, pp. 20-38.
39. Papadopoulou, P., Kanellis, P. and Martakos, D. (2000a), "Trust formation in e-commerce relationships", in the Proceedings of the 7th Research Symposium on Emerging Electronic Markets, 17-19 September, Appenzell.
40. Papadopoulou, P., Kanellis, P. and Martakos, D. (2001), "Investigating trust in e-commerce: a literature review and a model for its formation in customer relationships", to appear in the Proceedings of the 7th Americas Conference on Information Systems, 3-5 August, Boston, MA.
41. Papadopoulou, P., Triantafillakis, A., Kanellis, P. and Martakos, D. (2000b), "A generic framework for the deployment of an Internet billing servicescape", in the Proceedings of the 1st World Congress on the Management of Electronic Commerce, 19-21 January, Hamilton.
42. Parasuraman, A., Zeithaml, V. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
43. Reichheld, F.F. and Schefter, P. (2000), "E-loyalty. Your secret weapon on the Web", Harvard Business Review, July-August, pp. 105-13.
44. Roehl, B. (1995), "Some thoughts on behavior in VR systems", August, available at: http:// www.ece.uwaterloo.ca/∼broehl/behav.html
45. Strub, P.J. and Priest, T.B. (1976), "Two patterns of establishing trust: the marijuana user", Sociological Focus, Vol. 9 No. 4, pp. 399-411.
46. Tapscott, D., Ticoll, D. and Lowy, A. (2000), "Relationships rule", Business 2.0, May, available at: http:// www.business2.com/content/magazine/indepth/2000/ 05/01/19505.
47. Venners, B. (1997), "Solve real problems with Aglets, a type of mobile agent", JavaWorld, May, available at: http:// www.javaworld.com/javaworld/jw-05-1997/jw-05-hood.html.
48. Wanninger, L., Anderson, C. and Hansen, R. (1997), "Designing servicescapes for electronic commerce: An evolutionary approach", available at http:// www.misrc.umin.edu/wpaper/default.asp
49. Wall Street Journal (2001), "Avatars widen realms of virtual reality on Internet", Wall Street Journal, 24 January.
50. Williamson, O.E. (1991), "Calculativeness, trust and economic organization", Journal of Law and Economics, Vol. 26, pp. 453-86.