INVESTIGATING TRUST IN E-COMMERCE: A LITERATURE REVIEW AND A MODEL FOR ITS FORMATION IN CUSTOMER RELATIONSHIPS

Panagiota Papadopoulou · Panagiotis Kanellis · Drakoulis I. Martakos

39 citations0/0 files storedJournal of the Association for Information Systems

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Privacy, Security, and Data Protection

Abstract

As a key issue for the successful proliferation of e-commerce, trust is fast becoming the focus of many IS research initiatives.This paper presents a review and categorization of the trust literature in e-commerce aiming to provide the state of the art as far as research is concerned.Five categories of trust in e-commerce are identified and analyzed into three major dimensions, namely determinants, approaches and consequences.Our analysis indicates a lack of research regarding processes for the development of trust and relationship building.The paper seeks to fill this gap by proposing a theoretical model for the formation of trust in customer-business relationships.

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References

1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1987Developing Buyer-Seller Relationships 1982Mail and Telephone Surveys: The Total Design Method.1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships 1984A Service Quality Model and its Marketing Implications 1985Trust as a Social Reality

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