科研成果详情

题名Customers' trust in online vendors and their dropout decisions: A cross-country study
作者
发表日期2006
会议名称10th Pacific Asia Conference on Information Systems: ICT and Innovation Economy, PACIS 2006
会议录名称PACIS 2006 - 10th Pacific Asia Conference on Information Systems: ICT and Innovation Economy
页码785-807
会议日期July 6-9, 2006
会议地点Kuala Lumpur, Malaysia
摘要

Customer dropout represents a critical challenge to online vendors and has significantly hindered the proliferation of B-to-C e-commerce. In this study, we investigate the relationship between customers' trust in an online vendor and their decisions to exit of the vendor's website along the general consumer decision process. We analyze important salient trust antecedents for each stage of the decision process and empirically test them and their correlation with the dropout decision by conducting an online study that involves undergraduate business students from two major universities in the U.S. and Hong Kong, respectively. Our comparative analysis results are fairly consistent and suggest that customers' trust in an online vendor has significant effects on their decisions to exit of the vendor's website, and that important salient trust antecedents appear to vary in different stages of the consumer decision process. Interestingly, our findings show that customers tend to rely on general, subjective antecedents that pertain to personal traits or perceptions about the website's ease of use for assessing the trustworthiness of an online vendor in the early stages but focus on specific, objective, transaction-oriented antecedents specific to their purchase decision making in the later stages. Our results show little differences between the investigated countries and have important implications for e-commerce research and practice, which are discussed in the paper.

关键词Consumer decision process Consumer dropout E-commerce Trust
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收录类别CPCI-S ; CPCI-SSH
语种英语English
WOS研究方向Business & Economics ; Computer Science
WOS类目Business ; Computer Science, Information Systems ; Economics ; Management
WOS记录号WOS:000265808300063
Scopus入藏号2-s2.0-80053504878
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被引频次[WOS]:0   [WOS记录]     [WOS相关记录]
文献类型会议论文
条目标识符https://repository.uic.edu.cn/handle/39GCC9TT/10417
专题个人在本单位外知识产出
通讯作者Chau, Patrick Y. K.
作者单位
1.School of Business,University of Hong Kong,Hong Kong,Hong Kong
2.Accounting and Information Systems,David Eccles School of Business,University of Utah,United States
推荐引用方式
GB/T 7714
Chau, Patrick Y. K.,Hu, Paul Jen Hwa,Lee, Bill L. P.et al. Customers' trust in online vendors and their dropout decisions: A cross-country study[C], 2006: 785-807.
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