Is interpersonal and institutional e-trustworthiness equally important in consumer e-trust development? Implications for consumers' e-trust building behaviours

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Abstract

Trust is a widely studied phenomenon across numerous disciplines. E-trust researchers have conducted a vast number of studies, but despite extensive interest in the issue, there are only few studies that concentrate on how consumers build e-trust. Furthermore, consumer e-trust is seen to be a function of both interpersonal and institutional e-trustworthiness, but only limited number of attempts have been conducted to study the relative importance of interpersonal and institutional e-trustworthiness in consumer e-trust development process. The present article seeks to improve this situation by studying how consumers' perceived interpersonal and institutional e-trustworthiness influence their intention to build e-trust. The results of the study suggest that consumers build e-trust actively, and the development of e-trust is not only based on trustees' behaviour. Moreover, the results indicate that interpersonal e-trustworthiness is more important than institutional e-trustworthiness in consumers' e-trust building.
Original languageEnglish
Pages (from-to)233-244
Number of pages12
JournalJournal of Consumer Behaviour
Volume10
Issue number5
DOIs
Publication statusPublished - 2011
MoE publication typeA1 Journal article-refereed

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title = "Is interpersonal and institutional e-trustworthiness equally important in consumer e-trust development? Implications for consumers' e-trust building behaviours",
abstract = "Trust is a widely studied phenomenon across numerous disciplines. E-trust researchers have conducted a vast number of studies, but despite extensive interest in the issue, there are only few studies that concentrate on how consumers build e-trust. Furthermore, consumer e-trust is seen to be a function of both interpersonal and institutional e-trustworthiness, but only limited number of attempts have been conducted to study the relative importance of interpersonal and institutional e-trustworthiness in consumer e-trust development process. The present article seeks to improve this situation by studying how consumers' perceived interpersonal and institutional e-trustworthiness influence their intention to build e-trust. The results of the study suggest that consumers build e-trust actively, and the development of e-trust is not only based on trustees' behaviour. Moreover, the results indicate that interpersonal e-trustworthiness is more important than institutional e-trustworthiness in consumers' e-trust building.",
author = "Ky{\"o}sti Pennanen",
year = "2011",
doi = "10.1002/cb.322",
language = "English",
volume = "10",
pages = "233--244",
journal = "Journal of Consumer Behaviour",
issn = "1472-0817",
publisher = "Wiley-Blackwell",
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T1 - Is interpersonal and institutional e-trustworthiness equally important in consumer e-trust development? Implications for consumers' e-trust building behaviours

AU - Pennanen, Kyösti

PY - 2011

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N2 - Trust is a widely studied phenomenon across numerous disciplines. E-trust researchers have conducted a vast number of studies, but despite extensive interest in the issue, there are only few studies that concentrate on how consumers build e-trust. Furthermore, consumer e-trust is seen to be a function of both interpersonal and institutional e-trustworthiness, but only limited number of attempts have been conducted to study the relative importance of interpersonal and institutional e-trustworthiness in consumer e-trust development process. The present article seeks to improve this situation by studying how consumers' perceived interpersonal and institutional e-trustworthiness influence their intention to build e-trust. The results of the study suggest that consumers build e-trust actively, and the development of e-trust is not only based on trustees' behaviour. Moreover, the results indicate that interpersonal e-trustworthiness is more important than institutional e-trustworthiness in consumers' e-trust building.

AB - Trust is a widely studied phenomenon across numerous disciplines. E-trust researchers have conducted a vast number of studies, but despite extensive interest in the issue, there are only few studies that concentrate on how consumers build e-trust. Furthermore, consumer e-trust is seen to be a function of both interpersonal and institutional e-trustworthiness, but only limited number of attempts have been conducted to study the relative importance of interpersonal and institutional e-trustworthiness in consumer e-trust development process. The present article seeks to improve this situation by studying how consumers' perceived interpersonal and institutional e-trustworthiness influence their intention to build e-trust. The results of the study suggest that consumers build e-trust actively, and the development of e-trust is not only based on trustees' behaviour. Moreover, the results indicate that interpersonal e-trustworthiness is more important than institutional e-trustworthiness in consumers' e-trust building.

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SP - 233

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JO - Journal of Consumer Behaviour

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