Купить СНПЧ А7 Архангельск, оперативня доставка

crosscheckdeposited

Factors and Models Analysis of Consumer Trust on Ecommerce

DOI: http://dx.doi.org/10.17800/2238-8893/aos.v3n1p111-120

http://www.unama.br/seer/index.php/aos/index 

downloadpdf

Deivison P. Franco1

    

Abstract: Consumer trust is a popular issue within the field of e-commerce. The study summarizes the academic papers on consumer trust, and presents the internal and external factors that affect this trust. The internal factors include the consumer characteristics, website characteristics, and firm characteristics. The external factors include policy and technology. The research also presents a model which shows that the trust-building process within e-commerce is cyclical.

Key words: Consumer Trust. Analysis of Consumer Trust. Factors and Models. E-commerce.

 

Resumo: A confiança do consumidor é uma questão popular de e-commerce. O estudo resume os trabalhos acadêmicos, e apresenta os fatores internos e fatores externos sobre a confiança do consumidor. Os fatores internos incluem as características do consumidor, características do site, e características da empresa. Os fatores externos incluem política e tecnologia. A pesquisa também apresenta um modelo que o processo de construção de confiança é ciclo em e-commerce.

Palavras-chave: Confiança do Consumidor. Análise da Confiança do Consumidor. Fatores e Modelos. Comércio Eletrônico.

 

1 Mestrando do Programa de Pós-Graduação em Ciência da Computação da Universidade Federal do Pará (PPGCC-UFPA), com linha de pesquisa em Segurança Computacional. Especialista em Ciências Forenses pelo Centro Universitário do Pará (CESUPA), Especialista em Suporte a Redes de Computadores e Tecnologias Internet e em Redes de Computadores pela Universidade Federal do Pará (UFPA) e Graduado em Processamento de Dados pela Universidade da Amazônia (Unama) (deivison.pfranco@gmail.com).

 

Literatura Citada

ACHROL, R. S. Evolution of the marketing organization: new forms for turbulent environments. The Journal of Marketing, v. 55, n.4, p.77-93, 1991. http://dx.doi.org/10.2307/1251958

AL-DWAIRI, R. M. & KAMALA, M. A. An Integrated Trust Model for Business-to-Consumer (B2C) E-commerce: Integrating Trust with the Technology Acceptance Model. 2009 InternationalConference on CyberWorlds. 2009. p.351-356.

ANDERSON, E. & WEITZ, B. Determinants of continuity in conventional industrial channel dyads. Marketing science, v.8, n.4, p.310-323, 1989. http://dx.doi.org/10.1287/mksc.8.4.310

BA, S.; WHINSTON, A. B. & ZHANG, H. Building trust in the electronic market through an economic incentive mechanism. Proceedings of the 20th International conference on Information Systems. 1999. p. 208-213.

BEATTY, P.; REAY, I.; DICK, S. & MILLER, J. Consumer trust in e-commerce web sites. ACM Computing Surveys, v.43, n.3, p.1-46, 2011. http://dx.doi.org/10.1145/1922649.1922651

BERG, J.; DICKHAUT, J. & MCCABE, K. Trust, reciprocity, and social history. Games and Economic Behavior, v.10, n.1, p.122-142, 1995. http://dx.doi.org/10.1006/game.1995.1027

CASTALDO, S.; PREMAZZI, K. & ZERBINI, F. The Meaning(s) of Trust: A Content Analysis on the Diverse Conceptualizations of Trust in Scholarly Research on Business Relationships. Journal of Business Ethics, v.96, n.4, p.657-668, 2010. http://dx.doi.org/10.1007/s10551-010-0491-4

CHOI, C. J.; ELDOMIATY, T. I. & KIM, S. W. Consumer trust, social marketing and ethics of welfare exchange. Journal of business ethics, v.74, n.1, p.17-23, 2007. http://dx.doi.org/10.1007/s10551-006-9128-z

COOK, K. S.; YAMAGISHI, T.; CHESHIRE, C.; COOPER, R.; MATSUDA, M. & MASHIMA, R. Trust building via risk taking: a cross-societal experiment. Social Psychology Quarterly, v.68, n.2, p.121, 2005. http://dx.doi.org/10.1177/019027250506800202

DONEY, P. M. & CANNON, J. P. An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, v.61, n.2, p. 35-51, 1997. http://dx.doi.org/10.2307/1251829

DWYER, F. R.; SCHURR, P. H. & OH, S. Developing buyer-seller relationships. Journal of marketing, v.51, n.2, p.11-27, 1987. http://dx.doi.org/10.2307/1251126

FLAVIÁN, C.; GUINALÍU, M. & GURREA, R. The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14, 2006a. http://dx.doi.org/10.1016/j.im.2005.01.002

FLAVIÁN, C.; GUINALÍU, M. & GURREA, R. The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, v.43, n.1, p.1-14, 2006b. http://dx.doi.org/10.1016/j.im.2005.01.002

FRIEDMAN, B.; KHAN JR, P. H. & HOWE, D. C. Trust online. Communications of the ACM, v.43, n.12, p.34-40, 2000. http://dx.doi.org/10.1145/355112.355120

GANESAN, S. Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, v.58, n.2, p.1-19, 1994. http://dx.doi.org/10.2307/1252265

GRABNER-KRAEUTER, S. The role of consumers’ trust in online-shopping. Journal of Business Ethics, v.39, n.1, p.43-50, 2002. http://dx.doi.org/10.1023/A:1016323815802

GUSTAFSSON, C. Trust as an instance of asymmetrical reciprocity: an ethics perspective on corporate brand management. Business Ethics: A European Review, v.14, n.2, p.142-150, 2005. http://dx.doi.org/10.1111/j.1467-8608.2005.00398.x

HOFFMAN, D. L.; NOVAK, T. P. & PERALTA, M. Building consumer trust online. Communications of the ACM, v.42, n.4, p. 80-85, 1999. http://dx.doi.org/10.1145/299157.299175

IP, P. K. The Challenge of Developing a Business Ethics in China. Journal of Business Ethics, v.88, S1, p.211-224, 2008. http://dx.doi.org/10.1007/s10551-008-9820-2

JARVENPAA, S. L.; TRACTINSKY, N. & SAARINEN, L. Consumer Trust in an Internet Store: A Cross-Cultural Validation. Journal of Computer-Mediated Communication, v.5, n. 2,1999. http://dx.doi.org/10.1111/j.1083-6101.1999.tb00337.x

JUPRI, Z.; DAMAN, D.; RAHIM, M.; SHAFRY, M.; WAHID, A. & TAIB, M. The Development of an Intelligent Data Retrieval Optimization Technique for Temporal Data in Hydrological Information Systems. Communications of the ACM, v.42, n.4, p.10-15, 2009.

KEE, H. W. & KNOX, R. E. Conceptual and methodological considerations in the study of trust and suspicion. Journal of Conflict Resolution, p.357-366, 1970. http://dx.doi.org/10.1177/002200277001400307

KIM, D. J.; FERRIN, D. L. & RAO, H. R. A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, v.44, n.2, p. 544-564, 2008. http://dx.doi.org/10.1016/j.dss.2007.07.001

KOMUNTE, M. A Trust model for building confidence in business-to-consumer electronic commerce transactions. Communications of the ACM, v.42, n.4, p.20-25, 2009.

KRAMER, R. M. The sinister attribution error: Paranoid cognition and collective distrust in organizations. Motivation and Emotion,v.18, n.2, p.199-230, 1994. http://dx.doi.org/10.1007/BF02249399

LEE, M. K. O. & TURBAN, E. A trust model for consumer internet shopping. International Journal of electronic commerce, v.6, p.75, 2001a.

LEE, M. K. O. & TURBAN, E. A trust model for consumer internet shopping. International Journal of electronic commerce, v.6, p.75-92, 2001b.

LEWICKI, R. J. & BUNKER, B. B. Trust in relationships: a model of development and decline. Jossey-Bass, 1995.

LEWIS, J. D. & WEIGERT, A. Trust as a social reality. Soc. F., v.63, p.967, 1984. http://dx.doi.org/10.1093/sf/63.4.967

MCKNIGHT, D. H. & CHERVANY, N. L. What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce, v.6, n.2,p.35-59, 2001.

MCKNIGHT, D. H.; CHOUDHURY, V. & KACMAR, C. Developing and validating trust measures for e-commerce: an integrative typology. Information systems research, v.13, n.3, p.334-359, 2003. http://dx.doi.org/10.1287/isre.13.3.334.81

MCKNIGHT, D. H.; CUMMINGS, L. L. & CHERVANY, N. L. Initial trust formation in new organizational relationships. The Academy of Management Review, v.23, n.3, p.473-490, 1998.

MOORMAN, C.; DESHPANDE, R. & ZALTMAN, G. Factors affecting trust in market research relationships. The Journal of Marketing, v.57, n.1, p.81-101, 1993. http://dx.doi.org/10.2307/1252059

MOORMAN, C.; ZALTMAN, G. & DESHPANDE, R. Relationships between providers and users of market research: the dynamics of trust within and between organizations. Journal of marketing research, v.29, n.3, p.314-328, 1992. http://dx.doi.org/10.2307/3172742

MORGAN, R. M. & HUNT, S. D. The commitment-trust theory of relationship marketing. Journal of marketing, v.58, n.3, p.20-38, 1994. http://dx.doi.org/10.2307/1252308

PAPADOPOULOU, P.; ANDREOU, A.; KANELLIS, P. & MARTAKOS, D. Trust and relationship building in electronic commerce. Internet Research,11(4), 322-332, 2001. http://dx.doi.org/10.1108/10662240110402777

PATTON, M. A. & JOSANG, A. Technologies for trust in electronic commerce. Electronic Commerce Research, v.4, n.1, p.9-21, 2004. http://dx.doi.org/10.1023/B:ELEC.0000009279.89570.27

PUČĖTAITĖ, R. & LÄMSÄ, A. M. Developing organizational trust through advancement of employees’ work ethic in a post-socialist context. Journal of business ethics, v.82, n.2, p.325-337, 2008. http://dx.doi.org/10.1007/s10551-008-9922-x

ROTTER, J. B. A new scale for the measurement of interpersonal trust. Journal of personality, v.35, n.4, p.651-665, 1967. http://dx.doi.org/10.1111/j.1467-6494.1967.tb01454.x

ROUSSEAU, D. M.; SITKIN, S. B.; BURT, R. S. & CAMERER, C. Not so different after all: a crossdiscipline view of trust. Academy of management review, v.23, n.3, p.393-404, 1998. http://dx.doi.org/10.5465/AMR.1998.926617

SANDY, C.Chen & GURPREET, S.Dhillon. Interpreting dimensions of consumer trust in e-commerce. Information Technology and Management, n.4, p.303-318, 2003.

SITKIN, S. B. & ROTH, N. L. Explaining the limited effectiveness of legalistic “remedies” for trust/distrust. Organization Science, v.4, n.3, p.367-392, 1993. http://dx.doi.org/10.1287/orsc.4.3.367

TEO, T. S. H. & LIU, J. Consumer trust in e-commerce in the United States, Singapore and China. Omega, v.35, n.1, p.22-38, 2007. http://dx.doi.org/10.1016/j.omega.2005.02.001

WILLIAMSON, O. E. Markets and hierarchies: analysis and antitrust implications: a study in the economics of internal organization. Free Press New York, 1975.

WILLIAMSON, O. E. Calculativeness, trust, and economic organization. JL & Econ., v.36, p.453, 1993. http://dx.doi.org/10.1086/467284

ZAHEER, A.; MCEVILY, B. & PERRONE, V. Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance. Organization science, p.141-159, 1998. http://dx.doi.org/10.1287/orsc.9.2.141

ZHANG, X.; PRYBUTOK, V.; RYAN, S. & PAVUR, R. A Model of the Relationship among Consumer Trust, Web Design and User Attributes. Journal of Organizational and End User Computing, v.21, n.2, p.44, 2009. http://dx.doi.org/10.4018/joeuc.2009040103

Citado por

Sem citações recebidas.