Journal article
Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services
Omega (Oxford), v 32(6), pp 407-424
2004
Abstract
Reducing social uncertainty—understanding, predicting, and controlling the behavior of other people—is a central motivating force of human behavior. When rules and customs are not sufficient, people rely on trust and familiarity as primary mechanisms to reduce social uncertainty. The relative paucity of regulations and customs on the Internet makes consumer familiarity and trust especially important in the case of e-Commerce. Yet the lack of an
interpersonal exchange and the
one-time nature of the typical business transaction on the Internet make this kind of consumer trust unique, because trust relates to
other people and is nourished through
interactions with them.
This study validates a four-dimensional scale of trust in the context of e-Products and revalidates it in the context of e-Services. The study then shows the influence of
social presence on these dimensions of this trust, especially benevolence, and its ultimate contribution to online purchase intentions.
Metrics
Details
- Title
- Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services
- Creators
- David Gefen - Drexel UniversityDetmar W. Straub - J. Mack Robinson College of Business
- Publication Details
- Omega (Oxford), v 32(6), pp 407-424
- Publisher
- Elsevier
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- Decision Sciences (and Management Information Systems)
- Web of Science ID
- WOS:000224193400001
- Scopus ID
- 2-s2.0-4444274701
- Other Identifier
- 991019168522704721
InCites Highlights
Data related to this publication, from InCites Benchmarking & Analytics tool:
- Collaboration types
- Domestic collaboration
- Web of Science research areas
- Management
- Operations Research & Management Science