Trust Restoration in Electronic Commerce

View Sample PDF

Author(s): Qinyu Liao (The University of Texas at Brownsville and Texas Southmost College, USA), Xin Luo (University of Mexico, Mexico)and Anil Gurung (Marshall University, USA)
Copyright: 2011
Pages: 17
Source title: Organizational and End-User Interactions: New Explorations
Source Author(s)/Editor(s): Steve Clarke (University of Hull Business School, UK)and Ashish Dwivedi (The University of Hull, UK)
DOI: 10.4018/978-1-60960-577-3.ch003

Keywords: Computer Science & IT / End-User Computing / Human Aspects of Technology / Information Science Reference

Purchase

View Trust Restoration in Electronic Commerce on the publisher's website for pricing and purchasing information.

Abstract

This paper proposes a model addressing the rebuilding of post-violation trust in B2C electronic commerce. The model uses expectation-confirmation theory and provides empirical verification for the factors affecting post-violation trust rebuilding and the association between them. The factors are perceived trustworthiness, confirmation by trust restoration, satisfaction and continuance trust intention. In accordance with exiting literature, perceived trustworthiness was found to have significant impact on continuance trust intention. The study also showed that confirmation by post-violation trust restoration activities had strong impact on satisfaction but satisfaction did not lead to post-violation continuance trust intention.

The IRMA Community

Research IRM

Trust Restoration in Electronic Commerce

Purchase

Abstract

Related Content

IRMA Sponsors