The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
In Justice We Trust: Predicting User Acceptance of E-Customer Services
Abstract
High-quality customer service is an integral part of any successful enterprise, but providing it can be a challenge for online merchants, especially when customers are complaining about each other. This study examines how justice and trust affect user acceptance of e-customer services by conducting an online experiment involving 380 participants. The results suggest that trust in the e-customer service fully mediates the effects of trust in the service representative and procedural justice on intentions to reuse the e-customer service. Furthermore, the effect of distributive justice on trust in the e-customer service was fully mediated by trust in the e-service representative. Finally, the effect of informational justice on user intentions to reuse the e-customer service was partially mediated by trust in the service representative and trust in the e-customer service. Theoretical and practical implications are further discussed.
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Cites
Adams, J. S. (1965) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60108-2 · Cited by 10,818
Trust and TAM in Online Shopping: An Integrated Model1
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · MIS Quarterly · doi:10.2307/30036519 · Cited by 8,635
An Examination of the Nature of Trust in Buyer-Seller Relationships
Doney, P. M., & Cannon, J. P. (1997) · Journal of Marketing · doi:10.2307/1251829 · Cited by 6,822
Justice at the millennium: A meta-analytic review of 25 years of organizational justice research.
Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O. L. H., & Ng, K. Y. (2001) · Journal of Applied Psychology · doi:10.1037/0021-9010.86.3.425 · Cited by 5,942
Developing and validating trust measures for e-commerce: an integrative typology
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002) · Information Systems Research · doi:10.1287/isre.13.3.334.81 · Cited by 5,550
E-commerce: the role of familiarity and trust.
Gefen, D. (2000) · Omega · doi:10.1016/s0305-0483(00)00021-9 · Cited by 3,529
Building Effective Online Marketplaces with Institution-Based Trust
Pavlou, P. A., & Gefen, D. (2004) · Information Systems Research · doi:10.1287/isre.1040.0015 · Cited by 2,516
Individual Trust in Online Firms: Scale Development and Initial Test
(2002) · Journal of Management Information Systems · doi:10.1080/07421222.2002.11045715 · Cited by 1,347 · cited 1×
“This finding is in line with studies that report similar magnitudes of correlations between trust and behavioral intentions to reuse an e-service [8, 31].”
ResultThe development of initial trust in an online company by new customers
Koufaris, M., & Hampton-Sosa, W. (2004) · Information & Management · doi:10.1016/j.im.2003.08.004 · Cited by 1,114
Pavlou, P. A., & Gefen, D. (2005) · Information Systems Research · doi:10.1287/isre.1050.0065 · Cited by 580
Cited by
Consumer Empowerment Through Internet-Based Co-creation
Füller, J., Mühlbacher, H., Matzler, K., & Jawecki, G. (2009) · Journal of Management Information Systems · doi:10.2753/mis0742-1222260303 · Cited by 710
A Research Agenda for Trust in Online Environments
Gefen, D., Benbasat, I., & Pavlou, P. (2008) · Journal of Management Information Systems · doi:10.2753/mis0742-1222240411 · Cited by 482
Understanding online shopping intention: the roles of four types of trust and their antecedents.
Hsu, M.-H., Chuang, L.-W., & Hsu, C.-S. (2014) · Internet Research · doi:10.1108/intr-01-2013-0007 · Cited by 255
Antecedents of trust in online auctions
Chiu, C.-M., Huang, H.-Y., & Yen, C.-H. (2010) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2009.04.003 · Cited by 236
Trust-Assuring Arguments in B2C E-commerce: Impact of Content, Source, and Price on Trust
Kim, D., & Benbasat, I. (2009) · Journal of Management Information Systems · doi:10.2753/mis0742-1222260306 · Cited by 199
Metadata
- Authors
- Turel, O., Yuan, Y., & Connelly, C. E.
- Venue
- Journal of Management Information Systems
- Publisher
- Informa UK Limited
- Published
- 2008-04
- Volume
- 24
- Issue
- 4
- Pages
- 123-151
- ISSN
- 0742-1222 (ISSN-L)
- 1557-928X
- OpenAlex
- W1997423894
- Cited by
- 183
- References
- 12
- FWCI
- 24.09
- Type
- journal article
- Language
- en
- Open access
- closed
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- Turel, O., Yuan, Y., & Connelly, C. E. (2008). In Justice We Trust: Predicting User Acceptance of E-Customer Services. Journal of Management Information Systems. https://doi.org/10.2753/mis0742-1222240405
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
