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Rebuilding Post-Violation Trust in B2C Electronic Commerce

Rebuilding Post-Violation Trust in B2C Electronic Commerce

Qinyu Liao, Xin Luo, Anil Gurung
Copyright: © 2009 |Volume: 21 |Issue: 1 |Pages: 15
ISSN: 1546-2234|EISSN: 1546-5012|ISSN: 1546-2234|EISBN13: 9781615200771|EISSN: 1546-5012|DOI: 10.4018/joeuc.2009010103
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MLA

Liao, Qinyu, et al. "Rebuilding Post-Violation Trust in B2C Electronic Commerce." JOEUC vol.21, no.1 2009: pp.60-74. http://doi.org/10.4018/joeuc.2009010103

APA

Liao, Q., Luo, X., & Gurung, A. (2009). Rebuilding Post-Violation Trust in B2C Electronic Commerce. Journal of Organizational and End User Computing (JOEUC), 21(1), 60-74. http://doi.org/10.4018/joeuc.2009010103

Chicago

Liao, Qinyu, Xin Luo, and Anil Gurung. "Rebuilding Post-Violation Trust in B2C Electronic Commerce," Journal of Organizational and End User Computing (JOEUC) 21, no.1: 60-74. http://doi.org/10.4018/joeuc.2009010103

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Abstract

This article proposes a model addressing the rebuilding of post-violation trust in B2C electronic commerce. The model uses expectation-confirmation theory and provides empirical verification for the factors affecting post-violation trust rebuilding and the association between them. The factors are perceived trustworthiness, confirmation by trust restoration, satisfaction and continuance trust intention. In accordance with exiting literature, perceived trustworthiness was found to have significant impact on continuance trust intention. The study also showed that confirmation by post-violation trust restoration activities had strong impact on satisfaction but satisfaction did not lead to post-violation continuance trust intention.

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