Conveying Trustworthiness to Online Consumers Reactions to Consensus, Physical Store Presence, Brand Familiarity, and Generalized Suspicion

Etailers have been losing market share to brick and mortar retailers that also sell products online Two related studies investigate means by which etailers can convey trustworthiness to consumers and thereby increase purchase intentions relative to hybrid firms Study 1 examines whether consensus information (i e the extent of satisfaction agreement among previous customers) and brand familiarity exert independent or interactive effects on consumer perceptions across retailers that possess or lack a physical presence Study 2 tests a potential boundary condition of the effects of consensus information and brand familiarity by introducing generalized suspicion which is a common condition for online buyers Results suggest that consensus information provides a broad cue that conveys trustworthiness and leads to greater purchase intentions for both familiar and unfamiliar brands, as well as hybrid and etailer firms In comparison, the effects of physical presence and brand familiarity were somewhat narrower m scope However we find that consensus information alone is not sufficient to buffer against active generalized suspicions online Instead a combination of high consensus and brand familiarity is necessary for this purpose The paper concludes with recommendations on how etailers can convey trustworthiness in online exchanges and how future research can build upon these findings 2010 New York University Published by Elsevier Inc All rights reserved