References

References

1. Interpreting Dimensions of Consumer Trust in E-Commerce

   • http://link.springer.com/article/10.1023/A:1022962631249
   • 3 Trust dimensions Integrity Benevolence Competence
   • Competence
   • Benevolence
   • Integrity
   • Abstract
     • Consumer trust in an Internet vendor is an issue commanding ever more attention. Based on an extensive review of literature, this paper proposes dimensions of trust in an Internet vendor. These are competence, integrity and benevolence. Competence refers to a company's ability to fulfill promises made with the consumers. Integrity suggests that a company acts in a consistent, reliable, and honest manner. Benevolence is the ability of a company to hold consumer interests ahead of its own self-interest and indicates sincere concern for the welfare of the customers. In a further analysis various sources where trust might reside are also identified. Drawing on the literature in marketing and general management, the sources of trust are classified as characteristics of the consumer, the firm, the website and the interaction between the consumer and the firm. Given the dimensions and sources of trust, a path model for developing consumer trust in E-commerce is suggested. This research makes a contribution to the development of a theoretical understanding of trust in E-commerce. Although the concepts presented in this paper can be used to carry out further empirical research, they can also be used by practitioners to identify particular trust characteristics for realizing the potential of business to consumer E-commerce venture.

2. Consumer Trust in the US, Singapore and China

   • http://www.sciencedirect.com/science/article/pii/S0305048305000356
   • How trust varies through cultures
     • This could be a brief expansion on that
   • Abstract
     • This study examines the antecedents and consequences of consumer trust in the United States, Singapore and China. The results show that reputation and system assurance of an Internet vendor and consumers’ propensity to trust are positively related to consumer trust. Consumers’ trust has a positive relationship with attitude and a negative relationship with perceived risk. Implications of the results are discussed.

3. A Trust Model for Consumer Internet Shopping

   • http://www.tandfonline.com/doi/abs/10.1080/10864415.2001.11044227#.VRgXNPmUebU
   • Trustworthines of the Internet Merchant
   • Trust worthiness of the Internet as a Shopping Medium
   • Infrastructural Factors (Security, 3rd party certification)
   • Other Factors
     • Company Size
     • Demographics
   • Abstract
     • E-commerce success, especially in the business-to-consumer area, is determined in part by whether consumers trust sellers and products they cannot see or touch, and electronic systems with which they have no previous experience. This paper describes a theoretical model for investigating the four main antecedent influences on consumer trust in Internet shopping, a major form of business-to-consumer e-commerce: trustworthiness of the Internet merchant, trustworthiness of the Internet as a shopping medium, infrastructural (contextual) factors (e.g., security, third-party certification), and other factors (e.g., company size, demographic variables). The antecedent variables are moderated by the individual consumer's degree of trust propensity, which reflects personality traits, culture, and experience. Based on the research model, a comprehensive set of hypotheses is formulated and a methodology for testing them is outlined. Some of the hypotheses are tested empirically to demonstrate the applicability of the theoretical model. The findings indicate that merchant integrity is a major positive determinant of consumer trust in Internet shopping, and that its effect is moderated by the individual consumer's trust propensity

4. Developing and Validating Trust Measures for e-Commerce An Integrative Typology

   • http://pubsonline.informs.org/doi/abs/10.1287/isre.13.3.334.81
   • Disposition to Trust
   • Institution-based trust
   • Trusting beliefs
   • Trusting Intentions
   • Abstract
     • The lack of trust toward different elements of e-commerce has been recognized as one of the main causes of the collapse of a large number of dot-com companies. The concept of consumer trust has since been the object of many studies in the field of e-commerce. These studies permitted a better understanding of the role of trust in e-commerce, but an examination of the literature reveals that our understanding is limited due to important gaps in the ontological aspects of the trust concept, among which are (a) a lack of consensus concerning its definition, (b) a unidimensional as opposed to a multidimensional conceptualization of the construct, and (c) a confusion between trustworthiness and trust. The goal of this article is to identify these gaps and present ways of reducing their size and impacts.

5. B2C Trust | Consumer Perceptions

   • Abstract
     • Increasing use of the World Wide Web as a B2C commercial tool raises interest in understanding the key issues in building relationships with customers on the Internet. Trust is believed to be the key to these relationships. Given the differences between a virtual and a conventional marketplace, antecedents and consequences of trust merit re-examination. This research identifies a number of key factors related to trust in the B2C context and proposes a framework based on a series of underpinning relationships among these factors. The findings in this research suggest that people are more likely to purchase from the web if they perceive a higher degree of trust in e-commerce and have more experience in using the web. Customer’s trust levels are likely to be influenced by the level of perceived market orientation, site quality, technical trustworthiness, and user’s web experience. People with a higher level of perceived site quality seem to have a higher level of perceived market orientation and trustworthiness towards e-commerce. Furthermore, people with a higher level of trust in e-commerce are more likely to participate in e-commerce. Positive ‘word of mouth’, money back warranty and partnerships with well-known business partners, rank as the top three effective risk reduction tactics. These findings complement the previous findings on e-commerce and shed light on how to establish a trust relationship on the World Wide Web.
   • Site Quality
   • Positive Word of Mouth
   • Money Back Warranty
   • Partnerships with well-know business partners

6. consumer-trust-in-e-commerce

   • http://www.igi-global.com/chapter/encyclopedia-commerce-government-mobile-commerce/12528
   • Abstract
     • The lack of trust toward different elements of e-commerce has been recognized as one of the main causes of the collapse of a large number of dot-com companies. The concept of consumer trust has since been the object of many studies in the field of e-commerce. These studies permitted a better understanding of the role of trust in e-commerce, but an examination of the literature reveals that our understanding is limited due to important gaps in the ontological aspects of the trust concept, among which are (a) a lack of consensus concerning its definition, (b) a unidimensional as opposed to a multidimensional conceptualization of the construct, and (c) a confusion between trustworthiness and trust. The goal of this article is to identify these gaps and present ways of reducing their size and impacts.

7. Consumer trust in e-commerce web sites: A meta-study

   • http://dl.acm.org/citation.cfm?id=1922651
   • Abstract
     • Trust is at once an elusive, imprecise concept, and a critical attribute that must be engineered into e-commerce systems. Trust conveys a vast number of meanings, and is deeply dependent upon context. The literature on engineering trust into e-commerce systems reflects these ambiguous meanings; there are a large number of articles, but there is as yet no clear theoretical framework for the investigation of trust in e-commerce. E-commerce, however, is predicated on trust; indeed, any e-commerce vendor that fails to establish a trusting relationship with their customers is doomed. There is a very clear need for specific guidance on e-commerce system attributes and business operations that will effectively promote consumer trust. To address this need, we have conducted a meta-study of the empirical literature on trust in e-commerce systems. This area of research is still immature, and hence our meta-analysis is qualitative rather than quantitative. We identify the major theoretical frameworks that have been proposed in the literature, and propose a qualitative model incorporating the various factors that have been empirically found to influence consumer trust in e-commerce. As this model is too complex to be of practical use, we explore subsets of this model that have the strongest support in the literature, and discuss the implications of this model for Web site design. Finally, we outline key conceptual and methodological needs for future work on this topic.

8. 7 Ways to Build consumer Trust

   • http://blog.hubspot.com/ecommerce/build-ecommerce-customer-trust-through-content
   • Request Reviews
   • Discuss Competitors
   • Dont always be closing
   • Address Their Pain Point
   • Establish yourself as an Exoert

9. Building Trust on Your e-Commerce Site

   • https://www.checkfront.com/building-trust-on-your-ecommerce-site
   • Use a Trusted Payment Gateway
     • If you’re accepting payments, do yourself and your customers a favor and use a recognized payment gateway like Stripe, Paypal, or Authorize.net. These companies exist to facilitate highly secure payments for online businesses, and customers are far more likely to complete their purchase if they know their credit card information is being processed by one of these systems. We wrote a lengthy post on choosing a payment gateway, so that’s a good place to start if you’re unsure about which one will work for you.
   • Be a Person, Not a Stock Photo
     • While proof of security badges were the top indicator of trust in the Baymard survey, it just barely edged out another indicator of trust: clearly displayed contact information. Part of the fear of online fraud comes from the fact that you can pretend to be anyone on the Internet; if you’re operating your business anonymously, it sends up a red flag that you might not be who you say you are. Fostering trust involves making a personal connection, so don’t hide your contact information or use bland stock photos of strangers to represent your team. Put your face and name onto your website, have a clearly displayed contact info page, and answer emails personally instead of using an auto-reply.
   • Have Good Policies and Be Proud of Them
     • Consumer data is extremely valuable currency, and lots of people are wary about what you’re going to do with the information they provide; many unscrupulous businesses will sell their customer information to third parties, which is the start of a long chain that leads to spam emails and unwanted communications. Have a clearly written and easily visible privacy policy that says exactly how you’ll be using customer information; if you do send out newsletters or promotional emails, give people the chance to opt out right away or easily unsubscribe. Your payment forms could be more secure than Fort Knox, but if you don’t respect visitors’ privacy it’s still a huge breach of trust. The Baymard Institute found that 61% of ecommerce sites in the US had required customer information fields that were deemed unnecessary, like requiring a phone number when they’ve already asked for an email address. Customers were far more likely to back out of a sale if they felt like they were being asked for too much personal information, especially if it was a required field. So if you do need more than just the bare bones of contact/shipping information, tell the customer why you need it right there on the booking form, or make it an optional field.
     • While privacy policies are important, your sales policies are even more vital to consumer trust. As a business, you curate a certain image for customers in an effort to get them to buy, and form a relationship with them based on that image. The biggest test of that relationship comes when a customer must return or cancel something they’ve bought—and, as Psychology Today reports, it’s a test that many businesses fail. Don’t try to hide your cancellation policies in the hope that it’ll discourage customers from trying; it will tank your reputation, especially online. If you can’t take cancellations after a certain time or can only deal with returns within a few weeks of purchase, state it in several places on the booking form before the customer hits ‘Buy’. If you offer guarantees, be clear about exactly what is and isn’t on offer. Being upfront about these booking policies encourages that social trust, and makes returns much easier to deal with when they do happen.
   • Take Advantage of Social Proof
     • What do you do when you come across a restaurant you’ve never heard of before? You ask your friends and Google around, of course; with billions of people using the web 24/7, it’s highly likely that someone else has eaten there and left a review. Just as you look to others for proof that that new sushi place won’t give you salmonella, so should your customers get reassurance that others have been happy with your product. If you have a Facebook fan page or a Twitter account, connect them to your website so new visitors can see that real people—maybe people they know—have successfully purchased from you in the past. See if any of your previous or existing customers are willing to leave a testimonial on your site, or act as a case study to show how your products helped them. Social media is becoming a benchmark for identity verification nowadays; it’s very difficult to fake a well-connected Facebook account, and it helps reassure new customers that you do not exist in a vacuum and have helped real users just like them.

10. What Trust Means in E-Commerce Customer Relationships

    • http://www.tandfonline.com/doi/abs/10.1080/10864415.2001.11044235#.VRhFMvmUdww
    • Trust Constructs
    • Abstract
      • Trust is a vital relationship concept that needs clarification because researchers across disciplines have defined it in so many different ways. A typology of trust types would make it easier to compare and communicate results, and would be especially valuable if the types of trust related to one other. The typology should be interdisciplinary because many disciplines research e-commerce. This paper justifies a parsimonious interdisciplinary typology and relates trust constructs to e-commerce consumer actions, defining both conceptual-level and operational-level trust constructs. Conceptual-level constructs consist of disposition to trust (primarily from psychology), institution-based trust (from sociology), and trusting beliefs and trusting intentions (primarily from social psychology). Each construct is decomposed into measurable subconstructs, and the typology shows how trust constructs relate to already existing Internet relationship constructs. The effects of Web vendor interventions on consumer behaviors are posited to be partially mediated by consumer trusting beliefs and trusting intentions in the e-vendor.

11. E-COMMERCE: THE ROLE OF FAMILIARITY AND TRUST

    • http://www.sciencedirect.com/science/article/pii/S0305048300000219
    • Abstract
      • Familiarity is a precondition for trust, claims Luhmann [28: Luhmann N. Trust and power. Chichester UK: Wiley, 1979. (translation from German)], and trust is a prerequisite of social behavior, especially regarding important decisions. This study examines this intriguing idea in the context of the E-commerce involved in inquiring about and purchasing books on the Internet. Survey data from 217 potential users support and extend this hypothesis. The data show that both familiarity with an Internet vendor and its processes and trust in the vendor influenced the respondents’ intentions to inquire about books, and their intentions to purchase them. Additionally, the data show that while familiarity indeed builds trust, it is primarily people’s disposition to trust that affected their trust in the vendor. Implications for research and practice are discussed.
    • Familiarity with Vendors

12. 'Trust Me I'm an internet vendor'

    • http://dl.acm.org/citation.cfm?id=633352
    • Abstract
      • Consumers' lack of trust has often been cited as a major barrier to the adoption of electronic commerce (e-commerce). To address this problem, a model of trust was developed that describes what design factors affect consumers' assessment of online vendors' trustworthiness. Six components were identified and regrouped into three categories: Prepurchase Knowledge, Interface Properties andInformational Content. This model also informs the Human-Computer Interaction (HCI) design of e-commerce systems in that its components can be taken as trust-specific high-level user requirements.

13. Cutlture, Trust and e-Commerce

    • http://www.igi-global.com.ezproxy.uct.ac.za/article/need-include-national-culture-central/3643
    • Abstract
      • Trust and trust beliefs (trustworthiness) are key to e-commerce success but depend, to a large extent, on culture. With e-commerce being an international phenomenon, understanding the cross-cultural aspects of trust creation is therefore arguably required although mostly ignored by current research which deals almost exclusively with the U.S. This exploratory study examines whether definitions of trust beliefs as conceptualized and verified in the U.S. apply in Israel which differs markedly in individualism, uncertainty avoidance, and power distance. The data, cross-validating the scale of trust and its antecedents in both cultures, generally support the proposition that trust beliefs apply across cultures, and may be a relatively unvarying aspect of e-commerce. However, as expected, the effects of predictability and familiarity on trust beliefs may differ across national cultures. Implications about the need to include national culture in the research on trust, in general, and in e-commerce in particular, are discussed.

14. Emerging Markets and E-Commerce in Developing Economies

    • https://books.google.co.za/books?id=MoA1c3qAhIsC&pg=PA211&lpg=PA211&dq=e-commerce+trust+different+culture&source=bl&ots=G5Cwji1ZqT&sig=4yegKa9FxGR2t0P8eYkBAqpB2WY&hl=en&sa=X&ei=dw4ZVdS9DY70asCpgKAE&ved=0CDsQ6AEwAg#v=onepage&q=e-commerce%20trust%20different%20culture&f=false

15. The impact of initial consumer trust on intentions to transact with a web site: a trust building model

    • http://www.sciencedirect.com.ezproxy.uct.ac.za/science/article/pii/S0963868702000203
    • Abstract
      • Abstract This paper develops and tests a model of consumer trust in an electronic commerce vendor. Building consumer trust is a strategic imperative for web-based vendors because trust strongly influences consumer intentions to transact with unfamiliar vendors via the web. Trust allows consumers to overcome perceptions of risk and uncertainty, and to engage in the following three behaviors that are critical to the realization of a web-based vendor's strategic objectives: following advice offered by the web vendor, sharing personal information with the vendor, and purchasing from the vendor's web site. Trust in the vendor is defined as a multi-dimensional construct with two inter-related components—trusting beliefs (perceptions of the competence, benevolence, and integrity of the vendor), and trusting intentions—willingness to depend (that is, a decision to make oneself vulnerable to the vendor). Three factors are proposed for building consumer trust in the vendor: structural assurance (that is, consumer perceptions of the safety of the web environment), perceived web vendor reputation, and perceived web site quality. The model is tested in the context of a hypothetical web site offering legal advice. All three factors significantly influenced consumer trust in the web vendor. That is, these factors, especially web site quality and reputation, are powerful levers that vendors can use to build consumer trust, in order to overcome the negative perceptions people often have about the safety of the web environment. The study also demonstrates that perceived Internet risk negatively affects consumer intentions to transact with a web-based vendor.

16. E-commerce security: a question of trust

    • http://www.sciencedirect.com.ezproxy.uct.ac.za/science/article/pii/S0963868702000203
    • Abstract
      • Within a relatively short time, electronic commerce services have risen to become a core element of the Internet and Web environment. Findings published by Forrester Research have indicated that online retail sales in the United States exceeded $100 billion in 20031, representing a 38% increase over the previous year. The US is by no means alone here, and the signs point towards continued growth in other regions as well.2

17. Future of e-Commerce

    • abstract
      • Internet technology allows companies to overcome many of the physical constraints that often prevent them from doing business in distant markets, which means that an e-commerce market is fundamentally global. Despite the increasing market reach, however, certain emerging trends fragment the Internet-enabled marketplace into countless niche markets. As network and distributed computing technologies advance, killer applications for consumers will be those that allow mixing and matching of products and services on a personal basis and in real time. The author discusses integration and customization as the future of e-commerce