Trust transfer in the continued usage of public e-services

In the paper

“To assess e-service quality, we used the E-S-QUAL scale [76], adapted to mitigate its focus on e-commerce.Thus we employed three items for each of the four dimensions.”

What the sources say

• Supported

  The introduction says E-S-QUAL was developed for online shopping sites, and the scale-development passage identifies its four dimensions. The paper’s original scale has 22 items; the citing authors describe the adaptation and selection of three items per dimension as their own methods, not as features of the source scale. (LLM, conf=0.92)

  cites [76] 76. A. Parasuraman, V. Zeithaml, A. Malhotra, ES-QUAL: A multiple-item scale for assessing electronic service quality, J. Service Res. 7 (3), 2005, pp. 213-233. source

In the paper

“we found a strong moderating influence of time consciousness”

• Also stated in: § 1. Introduction · plain

  “we find that time-conscious users experience a negative impact of interpersonal recommendations, but their effect is positive for people who are less concerned about time as a scarce resource.”

In the paper

“Trust was influenced by e-service quality and recommendations from public administrations and interpersonal sources.”

In the paper

“With regard to the coefficients, only trust in the public e-service yielded a significant effect on continuance intentions (b = 0.218, p < 0.01), whereas the other trust constructs did not relate significantly to our dependent variable.”

In the paper

“Feelings of trust also created by interpersonal and public administration recommendations, and e-service quality.”

In the paper

“Feelings of trust also created by interpersonal and public administration recommendations, and e-service quality.”

In the paper

“Controlling for perceived usefulness and satisfaction, we find a significant, positive effect of trust in the e-service on users' continuance intentions, an influence almost on par with that of perceived usefulness.”

In the paper

“With a rival model analysis, we also confirm the importance of the transfer process in optimizing continuance intentions, because we found no direct effects of trust in the public administration or the Internet on continuance intentions.”

In the paper

“We also acknowledge that perceived usefulness and satisfaction constitute primary drivers of continuance intentions [14,99].”

What the sources say

• ?Not checked — no full text of the sourcecites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
• ?Not checked — no full text of the sourcecites [99] 99. B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, Information systems continuance intention of web-based applications customers: The case of online banking, Inform. Manage. 45 (7), 2008, pp. 419-428. source

In the paper

“It occurs when a person develops trust in an entity because of her or his trust in a related entity [90].”

What the sources say

• ?Not checked — no full text of the sourcecites [90] 90. K. Stewart, Trust transfer on the world wide web, Org. Sci. 14 (1), 2003, pp. 5-17. source

In the paper

“Trust is essential to maintaining ongoing relationships and countering uncertain situations [9,64]”

What the sources say

• ?Not checked — no full text of the sourcecites [9] 9. Y. Bart, V. Shankar, F. Sultan, G. Urban, Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study J. Market. 69 (4), 2005, pp. 133-152. source
• ?Not checked — no full text of the sourcecites [64] 64. D. McKnight, N. Chervany, What trust means in e-commerce customer relation- ships: an interdisciplinary conceptual typology, Int. J. Electron. Comm. 6 (2), 2001, pp. 35-59. source

In the paper

“We developed a first version of the scales on the basis of an extensive review of online trust literature, which helped ensure content validity.”

In the paper

“By accounting for these variables and their high explanatory power, we ensure that any significant effect of the three trust variables in our study is robust.”

In the paper

“Trust can be assessed by beliefs or intentions [63,70].”

What the sources say

• ?Not checked — no full text of the sourcecites [63] 63. D. McKnight, L. Cummings, N. Chervany, Initial trust formation in new organi- zational relationships, Acad. Manage. Rev. 23 (3), 1998, pp. 473-490. source
• ?Not checked — no full text of the sourcecites [70] 70. C. Moorman, R. Deshpande ´, G. Zaltman, Factors affecting trust in market research relationships, J. Market. 57, 1993, pp. 81-101. source

In the paper

“We therefore confirm a full mediating role of trust in the public e-service.”

• Also stated in: § 8. Discussion · plain

  “we conclude in particular that trust in the public e-service mediates between trust in the public administration and continuance intentions, as well as between trust in the Internet and continuance intentions.”

In the paper

“Additional antecedents include e-service quality and recommendations from both public administrations and interpersonal sources.”

In the paper

“In modern society, time is an increasingly scarce resource, and many people believe that employing time efficiently is essential to improving their quality of life [28].”

What the sources say

• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [28] 28. M. Dijst, M. Kwan, Accessibility and quality of life: time-geographic perspectives, in: K.P. Donaghy, S. Poppelreuter, G. Rudinger (Eds.), Social Dimensions of Sustainable Transport: Transatlantic Perspectives, Ashgate Publishing Limited, Aldershot, England, 2005, pp. 109-126.

In the paper

“In Table 2, we compare the socio-demographic profile of the sample with that of Spanish users of transactional e-government services [47] and Spanish Internet users [80]; we find similar patterns across the three samples, with some slight differences that represent the specific profile of taxpayers (higher representation of middle-aged people, slightly higher representation of men [1]).”

What the sources say

• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [47] 47. Instituto Nacional de Estadı ´stica. Encuesta sobre Equipamiento y Uso de Tec- nologı ´as de la Informacio ´n y Comunicacio ´n en los hogares 2011. Retrieved from: http://www.ine.es/jaxi/menu.do?type=pcaxis&path=/t25/p450&file=inebase, 2011.
• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [80] 80. RED.ES, Perfil sociodemogra ´fico de los internautas: Ana ´lisis de datos INE 2008, 2009. Retrieved from http://www.ontsi.red.es/estudios-informes/109, 2009.
• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [1] 1. AEAT, Estadı ´stica de los declarantes del IRPF 2008: Agencia Estatal de la Admin- istracio ´n Tributaria, 2009.

In the paper

“trust in an e-service reassures the user of the stable relationship with the service provider while also providing evidence that it is unlikely the system will break down or lose its value in the future [99].”

What the sources say

• ?Not checked — no full text of the sourcecites [99] 99. B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, Information systems continuance intention of web-based applications customers: The case of online banking, Inform. Manage. 45 (7), 2008, pp. 419-428. source

In the paper

“To prevent respondents from displaying consistency motifs in their answers and meaningfully separate the trust entities, several sections of the survey adopted divergent layouts.”

In the paper

“Because independent entities simultaneously participate in public e-service provision, trust might be attributed to different referents.”

In the paper

“trust constitutes an essential element of longterm relationships [71]”

What the sources say

• ?Not checked — no full text of the sourcecites [71] 71. R. Morgan, S. Hunt, The commitment-trust theory of relationship marketing, J. Market. 58 (3), 1994, pp. 20-38. source

In the paper

“Most studies focus on a single recommending source at a time, such as interpersonal or consumer-to-consumer recommendations [55,102], but users could receive recommendations about public e-services from different sources, which may help them better assess the trustworthiness of different elements in the e-service system.”

In the paper

“This general conceptualization enables us to overcome the difficulty of asking citizens to assess specific properties of impersonal entities, such as benevolence.”

In the paper

“To test for convergent validity, we confirmed that all factor loadings were significant (at 0.01) and exceeded 0.5 [89].The average variance extracted (AVE) values were all greater than 0.5 (Table 4).”

What the sources say

• ?Not checked — no full text of the sourcecites [89] 89. J. Steenkamp, I. Geyskens, How country characteristics affect the perceived value of Web sites, J. Market. 70 (3), 2006, pp. 136-150. source

In the paper

“Following previous literature, and to increase the internal validity of our analysis, we consider perceived usefulness and satisfaction as control variables that should affect continuance intentions.”

In the paper

“Previous research shows that intentions for continued usage relate to other psychological constructs, such as perceived usefulness and satisfaction [14,99].”

What the sources say

• ?Not checked — no full text of the sourcecites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
• ?Not checked — no full text of the sourcecites [99] 99. B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, Information systems continuance intention of web-based applications customers: The case of online banking, Inform. Manage. 45 (7), 2008, pp. 419-428. source

In the paper

“Consistent with previous e-government studies, we used measures based on beliefs of overall trust [17,46].”

What the sources say

• ?Not checked — no full text of the sourcecites [17] 17. L. Carter, F. Be ´langer, The utilization of e-government services: citizen trust, innovation and acceptance factors, Inform. Syst. J. 15 (1), 2005, pp. 5-25. source
• ?Not checked — no full text of the sourcecites [46] 46. S.-Y. Hung, C.-M. Chang, T.-J. Yu, Determinants of user acceptance of the e- Government services: The case of online tax filing and payment system, Govt. Inform. Quart. 23 (1), 2006, pp. 97-122. source

In the paper

“Building on a dominant stream in e-service literature [24,31], we considered a fourdimensional, higher-order construct in which each E-S-QUAL subdimension was a single-order factor.”

What the sources say

• ?Not checked — no full text of the sourcecites [24] 24. E. Cristobal, C. Flavia ´n, M. Guinalı ´u, Perceived e-service quality (PeSQ): Mea- surement validation and effects on consumer satisfaction and web site loyalty, Manag. Serv. Qual. 17 (3), 2007, pp. 317-340. source
• ?Not checked — no full text of the sourcecites [31] 31. M. Fassnacht, I. Koese, Quality of electronic services, J. Serv. Res. 9 (1), 2006, pp. 19-37. source

In the paper

“The transmission depends on the person's assessment of the entities' similarity, proximity, or belongingness to a trusted referent [40,90].”

What the sources say

• ?Not checked — no full text of the sourcecites [40] 40. K. Grayson, D. Johnson, D.-F.R. Chen, Is firm trust essential in a trusted envi- ronment? How trust in the business context influence customers J. Market. Res. 45, 2008, pp. 241-256. source
• ?Not checked — no full text of the sourcecites [90] 90. K. Stewart, Trust transfer on the world wide web, Org. Sci. 14 (1), 2003, pp. 5-17. source

In the paper

“We tested the face validity of the adapted measures using a variation of Zaichkowsky's [105] method: We asked a panel of 10 experts to classify each item as ''clearly representative,'' ''somewhat representative,'' or ''not representative'' of the focal construct.We retained items that produced a high level of consensus among the experts [60].”

What the sources say

• ?Not checked — no full text of the sourcecites [105] 105. J. Zaichkowsky, Measuring the involvement construct, J. Cons. Res. 12 (3), 1985, pp. 341-352. source
• ?Not checked — no full text of the sourcecites [60] 60. D. Lichtenstein, R. Netemeyer, S. Burton, Distinguishing coupon proneness from value consciousness: an acquisition-transaction utility theory perspective, J. Market. 54 (3), 1990, pp. 54-67. source

In the paper

“This makes others' recommendations less useful to shape beliefs and may apparently even introduce a negative influence.”

In the paper

“In Hofstede's [44] taxonomy for example, higher power distance cultures tend to obey governmental regulations and procedures [4].”

What the sources say

• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [4] 4. C. Akkaya, P. Wolf, H. Krcmar, The Role of Trust in E-Government Adoption: A Literature Review. Paper presented at the AMCIS 2010, Lima, Peru, 2010.

In the paper

“In line with previous findings in e-government [12], Internet-savvy users do not automatically develop a high level of trust in a public e-service; they must trust public administrations before they will do so.”

What the sources say

• ?Not checked — no full text of the sourcecites [12] 12. A. Beldad, T. Van der Geest, M. de Jong, M. Steehouder, Shall I tell you where I live and who I am? Factors influencing the behavioral intention to disclose personal data for online government transactions Int. J. Hum. Comp. Interact. 28 (3), 2012, pp. 163-177. source

In the paper

“In addition, cultural values and social norms guide people's beliefs and behaviors [44], so people from different countries likely build trust perceptions differently [4].”

What the sources say

• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [44] 44. G. Hofstede, Culture's Consequences: International Differences in Work-Related Values, Sage Publications, Inc, London, 1980.

In the paper

“Thus, Spanish citizens may be more sensitive to public e-services' trust perceptions.”

In the paper

“However, people in cultures characterized by a higher uncertainty avoidance are more concerned about risks and desire higher levels of trust [4], and here, Spain's level of uncertainty avoidance is 22% higher than the world average [45].”

What the sources say

• ?Not matched

  Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  cites [4] 4. C. Akkaya, P. Wolf, H. Krcmar, The Role of Trust in E-Government Adoption: A Literature Review. Paper presented at the AMCIS 2010, Lima, Peru, 2010.