Abstract
An effective web-presence is regarded as a pre-requisite for a successful Internet buyer-seller-relationship. The implementation of such a web-presence requires consideration and implementation of several important factors, which include the proper utilization of Internet technology. In addition, e-industry cannot afford to overlook the issue of consumer trust and confidence. This issue prompts the question as to how to quantify these concepts so that they can be embedded in an Internet interactive environment. In this paper, the trust and confidence issue and some of the inherent problems associated with it are discussed. We then investigate several studies and models that have addressed these problems and propose a new model-of-trust for creating e-commerce applications.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Aldridge A., White, M., Forcht, K., 1997, Security Considerations of Doing Business Via the Internet: Cautions to be Considered, Internet Research: Electronic Networking Applications and Policy, Vol 7, No 1, pp9–15.
Anderson, C., 1995, The Internet Accidental Superhighway, The Economist, 1st July, pp3–26
Anderson, E. & Weitz, E., 1989, Determinants of Continuity in Conventional Industrial Channel Dyads,Marketing Science, Vol 8, pp310–323.
Bauer, R. A., 1960, Consumer Behaviour as Risk Taking, in Hancock R L, Ed.), Dynamic Marketing for a Changing World, American Marketing Association, cited in Seines, F., (1998), Antecedents and Consequences of Trust and Satisfaction in Buyer-Seller Relationships, European Journal of Marketing,Vol 32, No. 3/4,pp305–322.
Bradach, J.L., & Eccles, R. G., 1989. Markets versus hierarchies: From ideal types to plural forms, Annual Review of Sociology, Vol 15, pp97–l18.
Barnatt, C., 1995, Cyber Business: Mindsets for a Wired Age, Wiley.
Barnatt, C., 1997, Challenging Reality: In Search of the Future Organisation, Wiley.
Boyle, R. & Bonacich, P., 1970, The Development of Trust and Mistrust in Mixed Motive Games, Sociometry,Vol 33, ppl23–139
Mayer, R. C., Davis, J. H. & Schoorman, E. D., (1995), An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
Butler, J. K., 1991, Towards Understanding and Measuring Conditions of Trust: Evolution of a Conditions of Trust Inventory’. Journal of Management, Vol 17, pp643–663
Mayer, R. C, Davis, J. H. & Schoorman, E. D., (1995), An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
Clarke, R., 1997, Promises and Threats in Electronic Commerce,
Available at: http://www.anu.edu.au/people/Roger.Clarke/EC/Quanturm.html
Clarke, R., 1997b, Customer Profiling and Privacy Implications for the Finance Industry,
Available at: http://www.anu.edu.au/people/Roger.Clarke/DV/CustProrFin.html
Communications of the ACM, 1999, Building Consumer Trust On-line, Vol 42 No 4, p80.
Cowles, D. L., 1997, The Role of Trust in Customer Relationships: Asking the Right Questions, Management Decision, Vol 35, No 4, pp273–284.
Daft, R. L., Lengel, R. H., & Trevino, L. K., 1987, Message Equivocality, Media Selection, and Manager Performance: Implications for Manager Performance, MIS Quarterly, Vol 11, pp355–66.
De-Kare Silver, M., 2000, e-Shock 2000, Macmillan Business
Deutch, M., 1960, The Effect of Motivational Orientation Upon Trust and Suspicion, Human Relations, Vol 13,ppl23–140
Mayer, R. C, Davis, J. H. & Schoorman, E. D., (1995), An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
Doney, P. M. & Cannon, J. P., 1997, An Examination of the Nature of Trust in Buyer-seller relationships,Journal of Marketing, Vol 61, pp35–51.
Dowling, G. R., & Staelin, R., 1994, A Model of Perceived risk and Intended Risk-handling Activity, Journal of Consumer Research, Vol 21, ppl 19–134
Jarvenpaa, S. L. & Tractinsky, N., (1999), Consumer Trust in an Internet Store: A Cross-cultural Validation, Journal of Computer-mediated Communication,Vol 5, No 2.
Durlak, J. T., 1987, A Typology for Interactive Media, in McLaughlin M L, (Ed.), Communication Yearbook 10, Sage, cited in Ma R, (1996), Intercultural Communication, in Herring S, (Ed.), (1996), Computer-mediated Communication: Linguistic, Social and Cross-cultural Perspectives, John Benjamins B.V.
Foote, N., 2000, Consumers’ Trust in an e-tailer to Deliver is More Important for Generating Business than Brand Awareness, New Media Age, Jan 20th 2000, p43.
Furnell, S. M. & Karweni, T., 1999, Security Implications of Electronic Commerce, Internet Research:Electronic Networking Applications and Policy, Vol 9 No 5, pp372–382.
Furnell, S. M. & Warren, M. J., 1997, Computer Abuse: Vandalising the Information Society, Internet Research: Electronic Networking Applications & Policy, Vol 7, Number 1, pp61–66.
Gambetta, D., 1988, Can we Trust, Trust? In Gambetta, D., (Ed.), Trust: Making and Breaking Cooperative Relations, pp. 213–237, Blackwell.
Griffin, K., 1967, The Contribution of Studies of Source Credibility to a Theory of Interpersonal Trust in the Communications Department, Psychological Bulletin, Vol 68, ppl04–120
Mayer, R. C., Davis, J.H. & Schoorman, E. D., (1995), An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
Good, D., 1988, Individuals, Interpersonal Relations and Trust, in Gambetta, D. G., (Ed.), Trust, Basil Blackwell, ppl31–165, cited in Mayer, R. C, Davis, J. H. & Schoorman, E. D., (1995), An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
GVU Centre, 1997, GVU’s Eighth WWW User Survey,
Available at: http://www.cc.gatech.edu/gvu/user_surveys
Hagel, J., 1997, Expanding Markets through Virtual Communities Harvard Business School Press, Boston, MA
Hagel, J. & Armstrong, A. G., 1997, net.gain - Expanding Markets through Virtual Communities, Harvard Business School Press.
Handy, C, 1995, Trust and the Virtual Organisation, Harvard Business Review, Vol 73, No 3, May-June.
Hart, P. & Saunders, C., 1997, Power and Trust: Critical Factors in the Adoption and Use of Electronic Data Interchange, Organisation Science, Vol 8 No 1.
Jarvenpaa, S. L. & Leidner, D., 1998, Communication and Trust in Global Virtual Teams, Journal of Computer-Mediated Communication, Vol 3, Issue 4,
Available at: http:/Avww.ascusc.org/jcmc/vol3/issue4/jarvenpaa.html
Jarvenpaa, S. L. & Tractinsky, N., 1999, Consumer Trust in an Internet Store: A Cross-cultural Validation,Journal of Computer-mediated Communication, Vol 5, No 2
Available at:http://www.ascusc.org/jcmc/vol5/issue2/jarvenpaa.html
Jones, A. P., James, L. R. & Bruni, J. R., 1975, Perceived Leadership Behaviour and Employee Confidence in the Leader as Moderated by Job Involvement, Journal of Applied Psychology, Vol 60, pp146–149
Mayer, R. C, Davis, J. H. & Schoorman, E. D., 1995), An Integrative Model of Organisational Trust,Academy of Management Review, Vol 20, No 3, pp709–734.
Jupiter Communications, 1999, 64% of Online Consumers are Unlikely to trust a Website
Available at: http://www.jup.com/company/pressrelease.jsp?doc=pr99081.html
Kahai, S. S. & Cooper, R. B., 1999, The Effect of Computer-Mediated Communication on Agreement and Acceptance, Journal of Management information Systems, Vol 16, Issue 1.
Kerr, E. & Hiltz, S. R., 1982, Computer-mediated Communication Systems, New York Academic Press, cited in Matheson, K, (1992), Women and Communication Technology: Communicating for Herself, in Lea M,(Ed.), Contexts of Computer-mediated Communication, Harvester Wheatsheaf. Kiesler, S., 1986, The Hidden Message in Computer Networks, Harvard Business Review, Vol 64, No 1, pp46–58.
Kiesler, S., Siegel, J. & McGuire, T. W., 1984, Social-Psychological Aspects of CMC, American Psychologist,Vol 39, No 10, October, ppl123–1134.
Lea, M. & Spears, R., 1994, Panacea or Panopticon? The Hidden Power in Computer-mediated Communication, Communication Research, Vol 21, No 4, pp427–459.
Lohse, G. L. & Spiller, P., 1999, Internet Store Retail Design: How the User Interface Influences Store Traffic and Sales, Journal of Computer-Mediated Communication, Vol 5, Issue 2.
Available at: http://www, ascusc.org/jcmc/vol 5/issue2/lohse.html
Ma, R., 1996, Intercultural Communication, in Herring S, (Ed.), (1996), Computer-mediated Communication:Linguistic, Social and Cross-cultural Perspectives, John Benjamins B.V.
Mayer, R. C., Davis, J. H., & Schoorman, E. D., 1995, An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
Mishra, A. K., 1995, Organisational Responses to Crisis: the Centrality of Trust, in Kramer, R. M. & Tyler, T.,(Eds.), Trust in Organisations, Sage, cited in Mayer, R. C., Davis, J. H., & Schoorman, E. D., 1995, An Integrative Model of Organisational Trust, Academy of Management Review, Vol 20, No 3, pp709–734.
Moore, D., 1993, Dialogue Game Theory for Intelligent Tutoring Systems, Unpublished PhD thesis, Leeds Metropolitan University
Veerman, A. L. & Tresure-Jones, T., (1998), Software for Problem-solving through Collaborative Argumentation, Presentation of: Gellof Kanselaar at ICCE 1998, Beijing,China, October 1998.
Nohria, N., & Eccles, R. G., 1992, Face-to-face: Making Network Organisations Work, in Nohria, N. Eccles, R.G., (Eds.), Networks and Organizations, Harvard Business School Press, pp288–308.
Novak, T., Hoffman, D., Yung, Y. F., 1999, Measuring the Customer Experience in Online Environments: A Structural Modelling Approach
Available from: http://ecommerce.vanderbilt.edu/paper_list.html
O’Hara-Devereaux, M. & Johansen, R., 1994, Global Work: Bridging Distance, Culture, and Time, Jossey-Bass Publishers.
Pea, R. D., 1993, Learning Scientific Concepts through Material and Social Activities: Conversational Analysis meets Conceptual Change, Educational Psychologist, Vol 28, No 3, pp265–277, cited in Veerman A L & Tresure-Jones T, (1998), Software for Problem-solving through Collaborative Argumentation,Presentation of: Gellof Kanselaar at ICCE 1998, Beijing, China, October 1998.
Pearce, W. B., 1974, Trust in Inter-personal Relationships, Speech Monographs, Vol 41, No 3, pp293–305.
Perse, E. M., Burton, P. I., Kovner, E. S., Lears, M. E. & Sen, R. J., 1992, Predicting Computer-mediated Communication in a College Class, Communication Research Reports, Vol 9
Perse, E. M., Burton, P. I., Kovner, E. S., Lears, M. E. & Sen, R. J., 1992, Predicting Computer-mediated Communication in a College Class, Communication Research Reports, Vol 9, cited in Ma R, (1996), Intercultural Communication, in Herring, S., (Ed.), (1996), Computer-mediated Communication: Linguistic, Social and Cross-cultural Perspectives, John Benjamins B.V.
Ratnasingham, P., 1998, Trust in Web-based Commerce Security, Information Management & Computer Security, Vol 6 No 4
Ratnasingham, P., 1998b, EDI Security: the Influences of Trust on EDI Risks, Computers & Security, Vol 17, pp313–324.
Rice, R. E., 1980, The Impacts of Computer-mediated Organisational and Interpersobal Communication, Annual Review of Science & Technology, Vol 15, pp221–249, cited in Matheson, K., (1992), Women and Communication Technology: Communicating for Herself, in Lea, M., (Ed.), Contexts of Computer-mediated Communication, Harvester Wheatsheaf.
Rice, R. E., 1984, Mediated Group Communication, in Rice R E, (Ed,), The New Media Communication, Research & Technology, Sage, pp129–154
Matheson, K., 1992, Women and Communication Technology: Communicating for Herself, in Lea, M., (Ed.), Contexts of Computer-mediated Communication, Harvester Wheatsheaf.
Rice, R. E. & Case, D., 1983, Electronic Message Systems at the University: A Description of Use and Utility cited in Ma, R., (1996), Intercultural Communication, in Herring S, (Ed.), (1996), Computer-mediated Communication: Linguistic, Social and Cross-cultural Perspectives, John Benjamins B.V.
Schlegelmilch, B. B. & Sinkovics, R., 1998, Viewpoint: Marketing in the Information Age - Can we plan for an unpredictable future?, International Marketing Review, Vol 15 No 3.
Seines, F., 1998, Antecedents and Consequences of Trust and Satisfaction in Buyer-Seller Relationships, European Journal of Marketing, Vol 32, No. 3/4, pp305–322.
Short, J., Williams, E. & Christie, B., 1976, The Social Psychology of Telecommunications, John Wiley.
Sproull, L., & Kiesler, S., 1986, Reducing Social Context cues: Electronic Mail in Organisational Communication, Management Science, Vol 32, No 11, ppl492–1513.
Sproull, L. & Kiesler, S., 1991, Connections: New Ways of Working in Networked Organisations, MIT Press.
Trevino, L. K., Lengel, R. H., & Daft, R. L., 1987, Media Symbolism, Media Richness, and Media Choice in Organisations: A Symbolic Interactionist Perspective, Communication Research, Vol 14, No 5, pp553–74.
Trevino, L. K. & Webster, J., 1992, Flow in Computer-mediated Communication, Communication Research, Voll9,No5,pp539–573.
Veerman, A. L. & Tresure-Jones, T., 1998, Software for Problem-solving through Collaborative Argumentation, Presentation of: Gellof Kanselaar at ICCE 1998, Beijing, China, October 1998.
Walther, J. B., 1992, Interpersonal Effects in Computer-mediated Interaction: A Relational Perspective, Communication Research, Vol 19, pp52–90.
Walther, J. B., & Burgoon, J. K., 1992, Relational Communication in Computer-mediated Interaction, Human Communication Research, Vol 19, pp50–88.
Walther, J. B., 1993, Impression Development in Computer-mediated Interaction, Journal of Communication, Vol 57,pp381–398.
Walther, J. B., Anderson, J. F., & Park, D. W., 1994, Interpersonal Effects in Computer-mediated Interaction: A Meta-Analysis of Social and Antisocial Communication, Communication Research, Vol 21, pp460–487.
Author information
Authors and Affiliations
Editor information
Rights and permissions
Copyright information
© 2002 Springer Science+Business Media New York
About this chapter
Cite this chapter
Saeedi, M. (2002). Trust and Confidence in E-Commerce. In: Harindranath, G., et al. New Perspectives on Information Systems Development. Springer, Boston, MA. https://doi.org/10.1007/978-1-4615-0595-2_43
Download citation
DOI: https://doi.org/10.1007/978-1-4615-0595-2_43
Publisher Name: Springer, Boston, MA
Print ISBN: 978-1-4613-5149-8
Online ISBN: 978-1-4615-0595-2
eBook Packages: Springer Book Archive