The impact of webshop familiarity and online customer review valence on customers’ trust and purchase, word-of-mouth, and information seeking intentions

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

In most online commercial transactions, customers’ feeling of uncertainty about the success of an exchange can be attributed to its faceless and intangible character (Beldad et al. 2010). Uncertainty eventually may lead people to search for certain cues to minimize uncertainty’s discomforting effect and to aid them in deciding whether or not to engage in an exchange in which success is not guaranteed. Whenever people encounter uncertainty in an online exchange, they look for cues that could increase their confidence in the exchange partners. These confidence-enhancing cues or trustworthiness features, according to Beldad et al. (2010), may be either attributes of the exchange partner (e.g., reputation) or characteristics of the channel used for the online exchange (e.g., website design, security seals).
Original languageEnglish
Title of host publicationCelebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing? Proceedings of the 2015 Academy of Marketing Science (AMS) Annual Conference
EditorsKacy K. Kim
Place of PublicationDenver, Colorado
PublisherSpringer
Pages823-828
ISBN (Print)978-3-319-26646-6
DOIs
Publication statusPublished - 12 May 2016
Event2015 Academy of Marketing Science Annual Conference - Westin Denver Downtown, Denver, United States
Duration: 12 May 201514 May 2015

Publication series

Name
PublisherSpringer

Conference

Conference2015 Academy of Marketing Science Annual Conference
CountryUnited States
CityDenver
Period12/05/1514/05/15

Keywords

  • METIS-313854
  • IR-98752

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    Beldad, A. D., Karreman, J., & Behrens, J. (2016). The impact of webshop familiarity and online customer review valence on customers’ trust and purchase, word-of-mouth, and information seeking intentions. In K. K. Kim (Ed.), Celebrating America’s Pastimes: Baseball, Hot Dogs, Apple Pie and Marketing? Proceedings of the 2015 Academy of Marketing Science (AMS) Annual Conference (pp. 823-828). Denver, Colorado: Springer. https://doi.org/10.1007/978-3-319-26647-3_179