The Role of Trust Dimensions in Online Retailers' Trust Building Efforts
Consumer trust in e-tailers has recently received growing attention within online shopping research. Trust has been studied to determine how it is established and maintained. Three distinct dimensions of trust – competence, integrity and benevolence – have emerged. The present
study uses an attribution framework to empirically test how consumer and e-tailer characteristics impact trust within different dimensions, and how trust contributes to willingness to depend on an e-tailer. Results show that e-tailer characteristics may be more important than consumer characteristics
for building consumer trust and that trust in an e-tailer significantly contributes to a willingness to depend on an e-tailer. Implications include trust-building strategies for e-tailers within different trust dimensions.
Keywords: BENEVOLENCE; COMPETENCE; DIMENSIONS; INTEGRITY; ONLINE SHOPPING; TRUST
Document Type: Research Article
Publication date: 01 December 2006
- From 2022, the home of readable radical research. Focussing on the fields of marketing, branding and customer/consumer behaviour, jcb publishes poems, short stories, opinion pieces and articles with attitude.
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