The mechanism of trust and distrust formation and their relational outcomes

被引:278
作者
Cho, J [1 ]
机构
[1] Univ Wisconsin, Sch Business, Dept Mkt, Madison, WI 53706 USA
关键词
trust; distrust; core business operation; relationship investments; self-disclosure; willingness to commit;
D O I
10.1016/j.jretai.2005.11.002
中图分类号
F [经济];
学科分类号
02 ;
摘要
By incorporating distrust as a distinct entity from trust, the current study proposes a mechanism by which trust and distrust are formed and manifested in behavioral intentions in the context of business-to-consumer (B2C) Internet exchange relationships. Specifically this paper investigates the way consumers' evaluations of an e-vendor's business operations relate to their judgments of trustworthiness (i.e., competence and benevolence of the e-vendor) and how such judgments shape consumer trust and distrust. This paper also examines two different behavioral intentions (i.e., consumers' self-disclosure and willingness to commit) as outcomes of consumer trust and distrust. The proposed relationships are tested across two online purchasing contexts, books and clothing. Our framework receives strong support from the data. In particular, results support the proposition that trust and distrust are shaped by different dimensions of trustworthiness, and trust affects behavior intentions differently from distrust. (c) 2005 New York University. Published by Elsevier Inc. All rights reserved.
引用
收藏
页码:25 / 35
页数:11
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