Interpersonal cues and consumer trust in e-commerce

<em><span lang="EN-SG">Along with increasing population mobility and increasing road users the need to have a SIM is increasing every day. Where the administration of traffic and services, such as SIM, STNKB and BPKB are oriented to the principle of quick and easy without ignoring the identification and extension of the letter. This research uses descriptive research method. Descriptive research is intended to explore and clarify phenomena or social realities. From the results of the study showed that the implementation of public service quality in making SIMs at the Karimun Regional Police Traffic Unit Office was seen from the aspect of physical facilities (tangible), reliability (responsiveness), responsiveness, assurance and empathy were running pretty good. Especially relating to the ability and reliability to provide trusted services, the ability to help and provide services quickly and appropriately, as well as being responsive to consumer desires, abilities and friendliness and employee courtesy in assuring consumer trust and firm but attentive attitudes of employees towards consumers . Although it is indeed an inhibiting factor for SIM services such as human resources, the level of awareness and facilities and infrastructure are still found in the service of making SIMs at the Karimun Regional Traffic Unit Office</span></em>

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Psychological antecedents of consumer trust in CRM campaigns and donation intentions: The moderating role of creativity

Journal of Retailing and Consumer Services ◽

10.1016/j.jretconser.2021.102589 ◽

2021 ◽

Vol 61 ◽

pp. 102589

Author(s):

Sujo Thomas ◽

Ashwin Jadeja

Keyword(s):

Consumer Trust ◽

Moderating Role

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Benefits First: Consumer Trust Repair in Mobile Commerce

Journal of theoretical and applied electronic commerce research ◽

10.3390/jtaer16040061 ◽

2021 ◽

Vol 16 (4) ◽

pp. 1079-1096

Author(s):

He-Da Zhang ◽

Shih-Chih Chen ◽

Athapol Ruangkanjanases

Keyword(s):

Psychological Contract ◽

Mobile Commerce ◽

Experimental Results ◽

Consumer Trust ◽

Trust Repair ◽

Service Failures ◽

Boomerang Effect

The purpose of this study is to explore trust repair strategies and the outcomes in mobile (m-)commerce. Consumer trust in m-commerce is a calculus-based form of trust; service failures, “inaction” and “excessive actions” are the typical trust decline situations. Three strategies of the fulfillment of consumers’ psychological contract for compensation, arousal, and regulation are proposed as trust-repaired solutions regarding the abovementioned three situations. The experimental results demonstrate that trust cannot be repaired by a single relational psychological contract strategy and that it can be repaired by both a single transactional and interactive strategy; the interactive strategy is more effective in competence-based decline. Second, in integrity-based decline, both the single and interactive strategy negatively influence trust repair; the relational strategy has the strongest effect. The “boomerang effect” shows that the more m-vendors repair, the more the trust decreases. Third, trust can be repaired, respectively by arousal and regulation strategy regarding corresponding situations of inaction and excessive actions. Finally, the trust repair paradox (TRP) has not been verified in m-commerce.

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