Impacts of user interactions on trust development in C2C social commerce The central role of reciprocity

被引:71
作者
Leung, Wilson K. S. [1 ]
Shi, Si [2 ]
Chow, Wing S. [1 ]
机构
[1] Hong Kong Baptist Univ, Dept Finance & Decis Sci, Hong Kong, Peoples R China
[2] Southwestern Univ Finance & Econ, Chengdu, Peoples R China
基金
中国国家自然科学基金;
关键词
Trust; WeChat; C2C s-commerce; Generalized reciprocity; Restricted reciprocity; INFORMATION-SHARING BEHAVIOR; VIRTUAL COMMUNITIES; ONLINE MARKETPLACES; PLS-SEM; EXPERIENCE; EXCHANGE; LOYALTY; GUANXI; SATISFACTION; PURCHASE;
D O I
10.1108/INTR-09-2018-0413
中图分类号
F [经济];
学科分类号
02 ;
摘要
Purpose - The purpose of this paper is to understand the effect of two types of reciprocity (restricted reciprocity and generalized reciprocity) on customers' trust in social commerce (s-commerce) and trust performance (purchase intention and word-of-mouth intention). Furthermore, this study examines how individual and contextual moderators (personal shopping experience and community shared language) could impact the trust development process. Design/methodology/approach - This study adopted a survey method and obtained data from 287 users in a customer-to-customer (C2C) s-commerce platform. Structural equation modeling was used to examine the research hypotheses. Findings - The results demonstrate that two types of reciprocity positively affect trust in s-commerce. Customers' trust performance is significantly affected by trust in s-commerce. Additionally, shopping experience in s-commerce is found to positively moderate the relationship between restricted reciprocity and trust in s-commerce. Research limitations/implications - The findings help to understand the nature and role of reciprocity in influencing trust and trust-related behaviors in the context of C2C s-commerce. The research also helps to explore the individual and contextual moderators that impact the effect of reciprocity on trust development. Practical implications - The results offer a comprehensive view of trust building strategies for s-commerce practitioners, including shoppers, vendors and managers of s-commerce platforms. Originality/value - This study is among the first few research studies that offers a theory-based conceptualization of reciprocity in C2C s-commerce and provides empirical support for the impact of reciprocity on customers' trust in C2C s-commerce. In addition, this study devises a broader view of reciprocity based on restricted and generalized exchange principle to represent the interaction of vendor-shopper and shopper-shopper, respectively.
引用
收藏
页码:335 / 356
页数:22
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