When trust and distrust collide online: The engenderment and role of consumer ambivalence in online consumer behavior

Electronic Commerce Research and Applications

Volumn 13, Issue 4, 2014, Pages 266-282

  Moody, Gregory D ^a   Galletta, Dennis F ^b   Lowry, Paul Benjamin ^c  

^a UNIVERSITY OF NEVADA   (United States)

^b UNIVERSITY OF PITTSBURGH   (United States)

^c CITY UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Ambivalence; Discriminative encoding; Distrust; e commerce; Heuristic systematic dual processing model (HSM); Least effort principle; Online behavior; Situational abnormality; Situational normality; Sufficiency principle; Suspicion; Systematic processing; Trust

Indexed keywords

GAIT ANALYSIS; WEBSITES;

AMBIVALENCE; DISTRUST; HEURISTIC-SYSTEMATIC DUAL-PROCESSING MODEL (HSM); LEAST-EFFORT PRINCIPLE; ONLINE BEHAVIOR; SITUATIONAL ABNORMALITY; SITUATIONAL NORMALITY; SUFFICIENCY PRINCIPLE; SUSPICION; TRUST;

ELECTRONIC COMMERCE;

EID: 84905907007     PISSN: 15674223     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.elerap.2014.05.001     Document Type: Article

References (62)

1. K.J. Arrow Limited knowledge and economic analysis American Economic Review 61 1 1974 1 10
2. G. Bohner, G.B. Moskowitz, and S. Chaiken The interplay of heuristic and systematic processing of social information Stroebe Hewstone European Review of Social Psychology 6 1995 Wiley Chichester, U.K 33 68
3. D.B. Buller, and J.K. Burgoon Interpersonal deception theory Communication Theory 6 3 1996 203 242
4. R.T. Cenfetelli, and G. Bassellier Interpretation of formative measurement in information systems research MIS Quarterly 33 4 2009 689 707
5. S. Chaiken, and D. Maheswaran Heuristic processing can bias systematic processing: effects of source credibility, argument ambiguity, and task importance on attitude judgment Journal of Personality and Social Psychology 66 3 1994 460 473
6. W.W. Chin, B.L. Marcolin, and P.R. Newsted A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study Information Systems Research 14 2 2003 189 217
7. M. Conner, P. Sparks, R. Povey, R. James, R. Shepherd, and C.J. Armitage Moderator effects of attitudinal ambivalence on attitude-behaviour relationships European Journal of Social Psychology 32 5 2002 705 718
8. D. Cyr Website design, trust and culture: an eight country investigation Electronic Commerce Research and Applications 12 6 2013 373 385
9. A. Diamantopoulos, and J.A. Siguaw Formative versus reflective indicators in organizational measure development: a comparison and empirical illustration British Journal of Management 17 2006 2006 263 282
10. A. Diamantopoulos, and H.M. Winklhofer Index construction with formative indicators: an alternative to scale development Journal of Marketing Research 38 2 2001 269 277
11. A. Dimoka What does the brain tell us about trust and distrust? Evidence from a functional neuroimaging study MIS Quarterly 34 2 2010 373 396
12. A. Everard, and D. Galletta How presentation flaws affect perceived site quality, trust, and intentions to purchase from an on-line store Journal of Management Information Systems 22 3 2005 55 95
13. S. Fein, and J.L. Hilton Judging others in the shadow of suspicion Motivation and Emotion 18 2 1994 167 198
14. D. Gefen, and D.W. Straub Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-services Omega: The International Journal of Management Science 32 6 2004 407 424
15. D. Gefen, and D.W. Straub A practical guide to factorial validity using PLS-Graph: tutorial and annotated example Communications of the AIS 16 5 2005 91 109
16. M.B. Gurtman, and C. Lion Interpersonal trust and personal vigilance for trustworthiness descriptors Journal of Research in Personality 16 1 1982 108 117
17. J.L. Hilton, S. Fein, and D.T. Miller Suspicion and dispositional inference Personality and Social Psychology Bulletin 19 5 1993 501 512
18. S.L. Jarvenpaa, and A. Majchrzak Research commentary-Vigilant interaction in knowledge collaboration: challenges of online user participation under ambivalence Information Systems Research 21 4 2010 773 784
19. K. Jonas, M. Diehl, and P. Bromer Effects of attitudinal ambivalence on information processing and attitude-intention consistency Journal of Experimental Social Psychology 33 2 1997 190 210
20. L.K. Kachadourian, F. Fincham, and J. Davila Attitudinal ambivalence, rumination, and forgiveness of partner transgressions in marriage Personality and Social Psychology Bulletin 31 5 2005 334 342
21. D. Kahneman, and A. Tversky Prospect theory: an analysis of decision under risk Econometrica 47 2 1979 263 291
22. K.J. Kaplan On the ambivalence-indifference problem in attitude theory and measurement: a suggested modification of the semantic differential technique Psychological Bulletin 77 5 1972 361 372
23. H.H. Kelley The process of causal attribution American Psychologist 28 2 1973 107 128
24. H.H. Kelley, and J.L. Michela Attribution theory and research Annual Review of Psychology 31 1 1980 457 501
25. N. Kock WarpPLS 1.0 User Manual 2010 ScriptWarp Systems Laredo, TX
26. S. Komiak, and I. Benbasat A two-process view of trust and distrust building in recommendation agents: a process-tracing study Journal of the Association for Information Systems 9 12 2008 727 747
27. R.M. Kramer Trust and distrust in organizations: emerging perspectives, enduring questions Annual Review of Psychology 50 1 1999 569 598
28. R.J. Lewicki, and B.B. Bunker Developing and maintaining trust in work relationships Kramer Tyler Trust in Organizations 1996 Sage Thousand Oaks, CA 996
29. R.J. Lewicki, D.J. McAllister, and R.J. Bies Trust and distrust: new relationships and realities Academy of Management Review 23 3 1998 438 458
30. R.J. Lewicki, E.C. Tomlinson, and N. Gillespie Models of interpersonal trust development: theoretical approaches, empirical evidence, and future directions Journal of Management 32 6 2006 991 1022
31. J.D. Lewis, and A. Weigert Trust as a social reality Social Forces 63 4 1984 967 984
32. H. Liang, N. Saraf, Q. Hu, and Y. Xue Assimilation of enterprise systems: the effect of institutional pressures and the mediating role of top management MIS Quarterly 31 1 2007 59 87
33. P.B. Lowry, and J. Gaskin Partial least squares (PLS) structural equation modeling (SEM) for building and testing behavioral causal theory: when to choose it and how to use it IEEE Transactions on Professional Communication 2014 (forthcoming)
34. P.B. Lowry, G. Moody, A. Vance, M. Jensen, J.L. Jenkins, and T. Wells Using an elaboration likelihood approach to better understand the persuasiveness of website privacy assurance cues for online consumers Journal of the American Society for Information Science and Technology 63 4 2012 755 766
35. P.B. Lowry, N.C. Romano, J.L. Jenkins, and R.W. Guthrie The CMC interactivity model: how interactivity enhances communication quality and process satisfaction in lean-media groups Journal of Management Information Systems 26 1 2009 159 200
36. P.B. Lowry, A. Vance, G. Moody, B. Beckman, and A. Read Explaining and predicting the impact of branding alliances and Web site quality on initial consumer trust of e-commerce Web sites Journal of Management Information Systems 24 4 2008 201 227
37. P.B. Lowry, D.W. Wilson, and W.L. Haig A picture is worth a thousand words: source credibility theory applied to logo and website design for heightened credibility and consumer trust International Journal of Human-Computer Interaction 30 1 2014 63 93
38. P.B. Lowry, D. Zhang, L. Zhou, and X. Fu Effects of culture, social presence, and group composition on trust in technology-supported decision-making groups Information Systems Journal 20 3 2010 297 315
39. N. Luhmann Trust and Power 1979 John Wiley New York, NY
40. T.K. MacDonald, and M.P. Zanna Cross-dimension ambivalence toward social groups: can ambivalence affect intentions to hire feminists? Personality and Social Psychology Bulletin 24 4 1998 427 441
41. R. Mayer, J. Davis, and F. Schoorman An integrative model of organizational trust The Academy of Management Review 20 3 1995 709 734
42. D.J. McAllister Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations Academy of Management Journal 38 1 1995 24 59
43. S.A. McCornack, and T.R. Levine When lies are uncovered: emotional and relational outcomes of discovered deception Communication Monographs 57 2 1990 119 138
44. D.H. McKnight, and N.L. Chervany While Trust is Cool and Collected, Distrust is Fiery and Frenzied: a Model of Distrust Concepts 2001 Presented at 7th Americas Conference on Information Systems Boston, MA 883 888
45. McKnight, D.H., Choudhury, V.,2006. Distrust and trust in B2C e-commerce: do they differ? Presented at Proceedings of the Eighth International Conference on Electronic Commerce (ICEC'06), Fredericton, New Brunswick, Canada, pp. 482-491.
46. D.H. McKnight, V. Choudhury, and C.J. Kacmar Developing and validating trust measures for e-commerce: an integrative typology Information Systems Research 13 3 2002 334 359
47. D.H. McKnight, L. Cummings, and N. Chervany Initial trust formation in new organizational relationships The Academy of Management Review 23 3 1998 473 490
48. McKnight, D.H., Kacmar, C., Choudhury, V., 2003. Whoops. did I use the wrong concepts to predict e-commerce trust? Modeling the risk-related effects of trust versus distrust concepts. In: Proceedings of 36th Hawaii International Conference on System Sciences (HICSS'36), Big Island, HI, pp. 182-191.
49. D.H. McKnight, C. 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 35 58
50. P. Pavlou, H. Liang, and Y. Xue Understanding and mitigating uncertainty in online exchange relationships: a principal-agent perspective MIS Quarterly 31 1 2007 105 136
51. S. Petter, D.W. Straub, and A. Rai Specifying formative constructs in information systems research MIS Quarterly 31 4 2007 623 656
52. P.M. Podsakoff, S.B. MacKenzie, J.Y. Lee, and N.P. Podsakoff Common method biases in behavioral research: a critical review of the literature and recommended remedies Journal of Applied Psychology 88 5 2003 879 903
53. J.R. Priester, R.E. Petty, and K. Park Whence univalent ambivalence? From the anticipation of conflicting reactions Journal of Consumer Research 34 1 2007 11 21
54. Ringle, C.M., Wende, S., Will, S., 2005. SmartPLS 2.0 (M3) Beta. Date last accessed: September 17, 2010, Retrieved from http://www.smartpls.de.
55. Y. Schul, E. Burnstein, and A. Bardi Dealing with deceptions that are difficult to detect: encoding and judgment as a function of preparing to receive invalid information Journal of Experimental Social Psychology 32 3 1996 228 253
56. Y. Schul, R. Mayo, and E. Burnstein Encoding under trust and distrust: the spontaneous activation of incongruent cognitions Journal of Personality and Social Psychology 86 5 2004 668 679
57. Y. Schul, R. Mayo, and E. Burnstein The value of distrust Journal of Experimental Social Psychology 44 5 2008 1293 1302
58. D.W. Straub, M.C. Boudreau, and D. Gefen Validation guidelines for IS positivist research Communications of the AIS 14 2004 380 426
59. M.M. Thompson, and M.P. Zanna The conflicted individual: personality-based and domain-specific antecedents of ambivalent social attitudes Journal of Personality 63 2 1995 259 288
60. E.C. Tomlinson, and R.C. Mayer The role of causal attribution dimensions in trust repair Academy of Management Review 34 1 2009 85 104
61. M. Williams In whom we trust: group membership as an affective context for trust development Academy of Management Review 26 3 2001 377 396
62. Wu, B., Goel, V., Davison, B. D., 2006. Propagating trust and distrust to demote web spam. Presented at Models of Trust for the Web Workshop (MTW06) of 15th International World Wide Web Conference, Edinburgh, Scotland, U.K., pp. 1-9.