Abstract
Online trust is the vital mechanism for the development of e-commerce, and the significance of online trust has become a consensus. Undeniably, an obscure message may be magnified indefinitely and evolve into the enterprise’s online trust crisis, which will affect the image of the enterprise, threaten the survival and development of the enterprise, or make the enterprise into a doomed situation that can never be recovered. We study the development phases of enterprise’s online trust crisis life cycle, and then put forward framework of enterprise’s online trust crisis management strategies based on the characteristics of online trust crisis life cycle, which may be provide some theoretical supports for enterprise’s online trust crisis management.
Chapter PDF
Similar content being viewed by others
References
Internet Users in the World Distribution By World Regions-2012 Q2 (December 26, 2012), http://www.internetworldstats.com/stats.htm
33th statistical report on the Internet Development in China, http://www.cnnic.net.cn
Global e-commerce sales will top $1.25 trillion by 2013, http://www.internetretailer.com/2012/06/14/global-e-commerce-sales-will-top-125-trillion-2013
The transactions of e-commerce market in China amounted to 5.6 trillion Yuan in the first three seasons, http://finance.sina.com.cn/chanjing/cyxw/20121127/153913813624.shtml
Liu, C., Marchewka, J.T., Lu, J., Yu, C.: Beyond concern: a privacy–trust–behavioral intention model of electronic commerce. Information Management 42, 127–142 (2004)
Pavlou, P.A., Liang, H., Xue, Y.: Understanding and mitigating uncertainty in online exchange relationships: a principal-agent perspective. MIS Quarterly 31, 105–136 (2007)
Luo, X., Lib, H., Zhang, J., Shimd, J.P.: Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: an empirical study of mobile banking services. Decision Support Systems 49, 222–234 (2010)
Mesch, G.S.: Is online trust and trust in social teams associated with online disclosure of identifiable information online? Computers in Human Behavior 28, 1471–1477 (2012)
Mayer, R.C., Davis, J.H., Schoorman, F.D.: An integrative model of organizational trust. Academy of Management Review 20, 709–734 (1995)
Bachmann, R.: Trust, Power and Control in Transorganizational Relations. Organization Studies 22, 337–365 (2001)
Devosk, T., Spini, D., Schwartz, S.: Conflicts among human values and trust in institutions. British Journal of Social Psychology 41, 481–494 (2002)
Alesina, A., Ferrara, E.: Who trusts others? Journal of Public Economics 85, 207–234 (2002)
Rousseau, D.M., Stkin, S.B., Camerer, C.: Not so different after all: a cross-discipline view of trust. Academy of Management Review 3, 393–404 (1998)
Beldad, A., Jong, M., Steehouder, M.: How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in Human Behavior 26, 857–869 (2010)
Midha, V.: Impact of consumer empowerment on online trust: An examination across genders. Decision Support Systems 54, 198–205 (2012)
Seeger, M.W., Sellnow, T.L., Ulmer, R.R.: Communication, organization and crisis. Praeger, Santa Barbara (2003)
Luo, X.M.: Trust production and privacy concerns on the Internet A framework based on relationship marketing and social. Industrial Marketing Management 31, 111–118 (2002)
Wang, Y.D., Emurian, H.: An overview of online trust: concepts, elements, and implications. Computers in Human Behavior 21, 105–125 (2005)
Gefen, D., Benbasat, I., Pavlou, P.: A research agenda for trust in online environments. Journal of Management Information Systems 24, 275–286 (2008)
Beldad, A., Jong, M., Steehouder, M.: How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in Human Behavior 26, 857–869 (2010)
Benedicktus, R.L.: The effects of 3rd party consensus information on service expectations and online trust. Journal of Business Research 64, 846–853 (2011)
Bock, G.W., et al.: The progression of online trust in the multi-channel retailer context and the role of product uncertainty. Decision Support Systems 53, 97–107 (2012)
Kim, Y.A., Ahmad, M.A.: Trust, distrust and lack of confidence of users in online social media-sharing communities. Knowledge-Based Systems 37, 438–450 (2013)
Heath, R.: Dealing with the complete crisis-the crisis management shell structure. Safety Science 30, 139–150 (1998)
Mak, H.Y., et al.: Building online crisis management support using workflow systems. Decision Support Systems 25, 209–224 (1999)
Murray, W.B., Foster, P.A.: Crisis Resource Management Among Strangers: Principles of Organizing a Multidisciplinary Group for Crisis Resource Management. Journal of Clinical Anesthesia 12, 633–638 (2000)
Ryzenko, J., Smolarkiewicz, M.: Space-enabled information environment for crisis management. Scenario-based analysis and evaluation in an operational environment. Acta Astronautica 66, 33–39 (2010)
Christine, M., Pearson, S.: Amy Sommer. Infusing creativity into crisis management: An essential approach today. Organizational Dynamics 40, 27–33 (2011)
Speakman, M., Sharpley, R.: A chaos theory perspective on destination crisis management: Evidence from Mexico. Journal of Destination Marketing & Management 1, 67–77 (2012)
Sardouk, A., et al.: Crisis management using MAS-based wireless sensor networks. Computer Network (2012), http://dx.doi.org/10.1016/j.comnet.2012.08.010
Chou, D.C., Chou, A.Y.: Information systems outsourcing life cycle and risks analysis. Computer Standards & Interfaces 31, 1036–1043 (2009)
Tan, C.H., Zeng, Y.T.: Research on the Discrimination of Enterprise Online Trust Crisis Based on “Twice Evaluation” Mechanism. Information Science 29, 1815–1819 (2011)
Kaoru, I.: Guide to Quality Control, Asian Productivity Organization. UNIPUB. (1976)
Nancy, R.: Tague’s The Quality Toolbox, Second Edition. ASQ Quality Press, Milwaukee (2004)
Tan, C.H., Wang, X.: Research on the Model of Enterprise’s Online Trust Crisis Prevention Based on Ontology and Web Mining. Information Science 29, 1559–1564 (2011)
Gnambs, T., Batinic, B.: Convergent and discriminant validity of opinion leader: Multitrait-multimethod analysis across measurement occasion and informant type. Journal of Individual Differences 39, 94–102 (2011)
Jones, E.E., et al.: Pattern of performance and ability attribution: An unexpected primacy effect. Journal of Personality and Social Psychology 10, 317–340 (1968)
Herrero, A.G., Pratt, C.B.: An Integrated Symmetrical Model for Crisis-Communications Management. Journal of Public Relations Research 8, 79–105 (1996)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 IFIP International Federation for Information Processing
About this paper
Cite this paper
Zeng, Y., Tan, C. (2014). Enterprise’s Online Trust Crisis Management: A Life Cycle View. In: Li, H., Mäntymäki, M., Zhang, X. (eds) Digital Services and Information Intelligence. I3E 2014. IFIP Advances in Information and Communication Technology, vol 445. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-45526-5_27
Download citation
DOI: https://doi.org/10.1007/978-3-662-45526-5_27
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-662-45525-8
Online ISBN: 978-3-662-45526-5
eBook Packages: Computer ScienceComputer Science (R0)