TRUST-RELATED ARGUMENTS IN INTERNET STORES: A FRAMEWORK FOR EVALUATION

Dongmin Kim · Izak Benbasat

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

Abstract

This paper discusses the trust related issues and arguments (evidence) Internet stores need to provide in order to increase consumer trust. Based on a model of trust from academic literature, in addition to a model of the customer service life cycle, the paper develops a framework that identifies key trust-related issues and organizes them into four categories: personal information, product quality and price, customer service, and store presence. It is further validated by comparing the issues it raises to issues identified in a review of academic studies, and to issues of concern identified in two consumer surveys. The framework is also applied to ten well-known web sites to demonstrate its applicability. The proposed framework will benefit both practitioners and researchers by identifying important issues regarding trust, which need to be accounted for in Internet stores. For practitioners, it provides a guide to the issues Internet stores need to address in their use of arguments. For researchers, it can be used as a foundation for future empirical studies investigating the effects of trust-related arguments on consumers ’ trust in Internet stores.

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References

1995An Integrative Model Of Organizational Trust 1998Not So Different After All: A Cross-Discipline View Of Trust 2002Developing and Validating Trust Measures for e-Commerce: An Integrative Typology 2015Communication and Persuasion: Central and Peripheral Routes to Attitude Change 1998Initial Trust Formation in New Organizational Relationships 2000Consumer trust in an Internet store 2001What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology 2002Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior

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2008Establishing Trust in Electronic Commerce Through Online Word of Mouth: An Examination Across Genders 2003A Customer Loyalty Model for E-Service Context.2005The Impact of Infusing Social Presence in the Web Interface: An Investigation Across Product Types 2015Effect of social commerce factors on user purchase behavior: An empirical investigation from renren.com 2006Investigating initial trust toward e‐tailers from the elaboration likelihood model perspective

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