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Trust Restoration in Electronic Commerce

Trust Restoration in Electronic Commerce

Qinyu Liao, Xin Luo, Anil Gurung
Copyright: © 2011 |Pages: 17
ISBN13: 9781609605773|ISBN10: 1609605772|EISBN13: 9781609605780
DOI: 10.4018/978-1-60960-577-3.ch003
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MLA

Liao, Qinyu, et al. "Trust Restoration in Electronic Commerce." Organizational and End-User Interactions: New Explorations, edited by Steve Clarke and Ashish Dwivedi, IGI Global, 2011, pp. 72-88. https://doi.org/10.4018/978-1-60960-577-3.ch003

APA

Liao, Q., Luo, X., & Gurung, A. (2011). Trust Restoration in Electronic Commerce. In S. Clarke & A. Dwivedi (Eds.), Organizational and End-User Interactions: New Explorations (pp. 72-88). IGI Global. https://doi.org/10.4018/978-1-60960-577-3.ch003

Chicago

Liao, Qinyu, Xin Luo, and Anil Gurung. "Trust Restoration in Electronic Commerce." In Organizational and End-User Interactions: New Explorations, edited by Steve Clarke and Ashish Dwivedi, 72-88. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-60960-577-3.ch003

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Abstract

This paper 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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