Impersonal Trust in B2B Electronic Commerce: A Process View

Impersonal Trust in B2B Electronic Commerce: A Process View

Paul A. Pavlou (University of Southern California, USA)
Copyright: © 2002 |Pages: 20
DOI: 10.4018/978-1-930708-09-9.ch004
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Abstract

Although the notion of impersonal trust is not new, its significance has dramatically increased with the emergence of interorganizational eCommerce. Two types of trust are usually distinguished in interfirm exchange relations–an impersonal type created by structural arrangements, and a familiarity type arising from repeated interaction. This chapter contributes to the emerging body of knowledge regarding the role of trust in B2B eCommerce, which is primarily impersonal. The nature of trust is examined, and credibility and benevolence are defined as its distinct dimensions. Impersonal trust-primarily arising from credibility-focuses on institutional structures that B2B exchanges enable through signals and incentives to facilitate interfirm relations. Following the economic, sociological and marketing literature on the sources and processes under which trust engenders, a set of three cognitive processes that generate impersonal trust is determined. Applied to B2B exchanges, four antecedents of impersonal trust are proposed to trigger these processes: accreditation, feedback, monitoring and legal bonds. In addition, impersonal trust is proposed to increase satisfaction, reduce risk, encourage anticipated continuity and promote favorable pricing. A theoretical framework is then proposed that specifies the interrelationships between the antecedents, underlying processes and consequences of impersonal trust in B2B eCommerce. The theoretical and managerial implications of this study on B2B eCommerce are discussed, and directions for future research are proposed.

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Table of Contents
Acknowledgments
Merrill Warkentin
Chapter 1
Paul A. Pavlou, Omar A. El Sawy
The Internet is transforming and reshaping the nature of interorganizational commerce by enabling many new types of interfirm electronic exchanges.... Sample PDF
A Classification Scheme for B2B Exchanges and Implications for Interorganizational eCommerce
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Chapter 2
Norm Archer, Judith Gebauer
The use of Internet and Web technologies between organizations has gained much attention in recent years. Termed business-to-business (B2B)... Sample PDF
B2B Applications to Support Business Transactions: Overview and Management Considerations
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Chapter 3
John M. Gallaugher, Suresh C. Ramanathan
This chapter provides an overview of critical issues associated with crafting a valuable and sustainable electronic marketplace. In order to provide... Sample PDF
Online Exchanges and Beyond: Issues and Challenges in Crafting Successful B2B Marketplaces
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Chapter 4
Paul A. Pavlou
Although the notion of impersonal trust is not new, its significance has dramatically increased with the emergence of interorganizational eCommerce.... Sample PDF
Impersonal Trust in B2B Electronic Commerce: A Process View
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Chapter 5
Seng Kwong Gwee, Albert Wee Kwan Tan
This chapter provides an overview on the use of business-to-business (B2B) eCommerce by Singapore companies as a means of streamlining their... Sample PDF
From EDI to Internet Commerce in Supply Chain Management: The Singapore Experience
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Chapter 6
Darren Meister
The aim of this chapter is to enable managers in manufacturing organizations to recognize and anticipate common concerns in implementing... Sample PDF
Manufacturing Connectedness: Managerial Challenges and Solutions
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Chapter 7
ManMohan S. Sodhi
In this chapter, I examine supply-chain-related challenges that eMarketplaces and existing companies face as business-to-business eCommerce... Sample PDF
Supply-Chain Challenges for B2B eCommerce with Examples from the Chemical Industry
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Chapter 8
Ahmad Kayed, Robert M. Colomb
While there are many proposals to automate the buying and selling process, there has been no actual attempt to automate the tendering process... Sample PDF
Business-to-Business Electronic Commerce: Electronic Tendering
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Chapter 9
Paul A. Pavlou, Ann Majchrzak
This chapter argues that the three most commonly used perspectives in conducting research on business-to-business (B2B) eCommerce-transaction cost... Sample PDF
Structuration Theory: Capturing the Complexity of Business-to-Business Intermediaries
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Chapter 10
Paul Timmers, Jorge Gasos
Agent technologies have proved to provide adequate solutions to some of the challenges posed by the new business models that are arising in the... Sample PDF
Agent Technologies and Business Models for Electronic Commerce
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Chapter 11
Michael P. Papazoglou, Jian Yang, Aphrodite Tsalgatidou
eCommerce has been well established for several years, particularly using Electronic Data Interchange (EDI) over private or value-added networks.... Sample PDF
The Role of eServices and Transactions for Integrated Value Chains
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Chapter 12
Janice M. Burn, Ray Hackney
This chapter proposes a new approach to strategic planning for eBusiness systems which incorporates a three-stage investigation using value, supply... Sample PDF
Creating Virtual Alliances Through Value Chain Management: An Innovative Approach to eBusiness Strategy
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Chapter 13
Merrill Warkentin
Transparent end-to-end business process integration is the leading edge of today’s business-to-business electronic commerce revolution. Firms enter... Sample PDF
Dynamic Digital Process Integration in Business-to-Business Networks
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About the Authors