File Download

There are no files associated with this item.

  Links for fulltext
     (May Require Subscription)
Supplementary

Article: Examining customers' trust in online vendors and their dropout decisions: An empirical study

TitleExamining customers' trust in online vendors and their dropout decisions: An empirical study
Authors
KeywordsConsumer Decision Process
Consumer Dropout
E-Commerce
Trust
Trust Antecedents
Issue Date2007
PublisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/elerap
Citation
Electronic Commerce Research And Applications, 2007, v. 6 n. 2, p. 171-182 How to Cite?
AbstractCustomer dropouts represent a critical challenge to online vendors and have severely constrained the proliferation of electronic retailing, which greatly depends on the customer eventually clicking on the "confirm purchase" button. In this study, we investigate the relationship between customers' trust in an online vendor and their dropouts in different stages of the purchase process. Using a well-established consumer decision-making process, we analyze salient online trust antecedents for each purchase stage, develop specific hypotheses, and test them empirically. Our results suggest that customers' trust in an online vendor has significant effects on their decisions to exit from the vendor's website, and that salient trust antecedents vary in different stages of the consumer decision process. According to our findings, customers by and large depend on general, subjective antecedents pertaining to personal traits or perceptions about the website's ease of use to assess the trustworthiness of an online vendor in the early stages but focus on specific, objective, transaction-oriented antecedents directly related to their purchase decision making in the later stages. Our results have important implications for research and practice which are also discussed in the paper. © 2007 Elsevier B.V. All rights reserved.
Persistent Identifierhttp://hdl.handle.net/10722/177985
ISSN
2015 Impact Factor: 2.139
2015 SCImago Journal Rankings: 1.582
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorChau, PYKen_US
dc.contributor.authorHu, PJHen_US
dc.contributor.authorLee, BLPen_US
dc.contributor.authorAu, AKKen_US
dc.date.accessioned2012-12-19T09:41:10Z-
dc.date.available2012-12-19T09:41:10Z-
dc.date.issued2007en_US
dc.identifier.citationElectronic Commerce Research And Applications, 2007, v. 6 n. 2, p. 171-182en_US
dc.identifier.issn1567-4223en_US
dc.identifier.urihttp://hdl.handle.net/10722/177985-
dc.description.abstractCustomer dropouts represent a critical challenge to online vendors and have severely constrained the proliferation of electronic retailing, which greatly depends on the customer eventually clicking on the "confirm purchase" button. In this study, we investigate the relationship between customers' trust in an online vendor and their dropouts in different stages of the purchase process. Using a well-established consumer decision-making process, we analyze salient online trust antecedents for each purchase stage, develop specific hypotheses, and test them empirically. Our results suggest that customers' trust in an online vendor has significant effects on their decisions to exit from the vendor's website, and that salient trust antecedents vary in different stages of the consumer decision process. According to our findings, customers by and large depend on general, subjective antecedents pertaining to personal traits or perceptions about the website's ease of use to assess the trustworthiness of an online vendor in the early stages but focus on specific, objective, transaction-oriented antecedents directly related to their purchase decision making in the later stages. Our results have important implications for research and practice which are also discussed in the paper. © 2007 Elsevier B.V. All rights reserved.en_US
dc.languageengen_US
dc.publisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/elerapen_US
dc.relation.ispartofElectronic Commerce Research and Applicationsen_US
dc.rightsElectronic Commerce Research and Applications. Copyright © Elsevier BV.-
dc.subjectConsumer Decision Processen_US
dc.subjectConsumer Dropouten_US
dc.subjectE-Commerceen_US
dc.subjectTrusten_US
dc.subjectTrust Antecedentsen_US
dc.titleExamining customers' trust in online vendors and their dropout decisions: An empirical studyen_US
dc.typeArticleen_US
dc.identifier.emailChau, PYK: pykchau@hkucc.hku.hken_US
dc.identifier.authorityChau, PYK=rp01052en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1016/j.elerap.2006.11.008en_US
dc.identifier.scopuseid_2-s2.0-34249335376en_US
dc.identifier.hkuros130439-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-34249335376&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume6en_US
dc.identifier.issue2en_US
dc.identifier.spage171en_US
dc.identifier.epage182en_US
dc.identifier.isiWOS:000250508500007-
dc.publisher.placeNetherlandsen_US
dc.identifier.scopusauthoridChau, PYK=7102267201en_US
dc.identifier.scopusauthoridHu, PJH=7201989561en_US
dc.identifier.scopusauthoridLee, BLP=15050545400en_US
dc.identifier.scopusauthoridAu, AKK=16318589900en_US

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats