Trust and relationship building in electronic commerce

Trust and relationship building in electronic commerce In e‐commerce, trust becomes an essential prerequisite for customer relationship building. Drawn from established theoretical work on trust and relationship marketing, a model is proposed aiming to help in highlighting the differences between traditional and e‐commerce and to facilitate thinking as to how trust can be built in virtual environments. Conceptualized in the context of an electronic servicescape, the model helps to demonstrate how agent and virtual reality technologies can facilitate the expressiveness required for the formation of trust through iterative interaction with promises being made, enabled and fulfilled. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Internet Research Emerald Publishing

Trust and relationship building in electronic commerce

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
1066-2243
DOI
10.1108/10662240110402777
Publisher site
See Article on Publisher Site

Abstract

In e‐commerce, trust becomes an essential prerequisite for customer relationship building. Drawn from established theoretical work on trust and relationship marketing, a model is proposed aiming to help in highlighting the differences between traditional and e‐commerce and to facilitate thinking as to how trust can be built in virtual environments. Conceptualized in the context of an electronic servicescape, the model helps to demonstrate how agent and virtual reality technologies can facilitate the expressiveness required for the formation of trust through iterative interaction with promises being made, enabled and fulfilled.

Journal

Internet ResearchEmerald Publishing

Published: Oct 1, 2001

Keywords: Trust; Relationship marketing; Virtual reality; Agents

References

  • Developing buyer‐seller relationships
    Dwyer, F.R.; Schurr, P.H.; Oh, S.
  • Agents as mediators in electronic commerce
    Guttman, R.; Moukas, A.; Maes, P.
  • Agents in e‐commerce
    Ma, M.
  • Agents that buy and sell
    Maes, P.; Guttman, R.H.; Moukas, A.G.

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