Analisis Pengaruh Procedural Fairness, Distributive Fairness, Interactional Fairness, Trust dan Satisfaction terhadap Continuance Intention In Online Shopping
DOI:
https://doi.org/10.19166/%25JAMI%256%252%252022%25Abstract
Flourishing of internet has made all industries engage in this particular medium as part of globalization. Due to the internet digital format and ability to make communication with people across the globe, electronic commerce is now one of the main source of opportunity in business nowadays. In Indonesia, many entrepreneurs and small scale business take advantage of internet to run online business including business to consumer and business to business. The goal of this study is to explore customer intention in continue online shopping as the success depends on fairness, trust and user satisfaction. Online shopping involves higher levers of uncertainty than visiting actual shop as online shopping lacks the information and physical assurance so the fairness and trust play a very important role in online shopping. In this study, our respondents are university students in Batam city as students are the largest internet user compared to other professional. We use non purposive with purposive sampling method and this kind of data analysis are simple regression and multiple regression. This study conclude that fairness, and satisfaction play a significant effect to satisfaction. Satisfaction itself have a significant effect to continuance intention in online shopping.
Key Words : Marketing strategies, Online store, Fairness, Trust , Satisfaction.
References
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Ba, S. (2001), “Establishing online trust through a community responsibility systemâ€Â, Decision Support Systems, Vol. 31 No. 3, pp. 323-36.
Ba, S. and Pavlou, P.A. (2002), “Evidence of the effect of trust building technology in electronic markets: price premiums and buyer behaviorâ€Â, MIS Quarterly, Vol. 26 No. 3, pp. 243-68.
Baker, C. (1999), “An analysis of fraud on the internetâ€Â, Internet Research, Vol. 9 No. 5, pp. 348-60.
Bauer, H.H., Falk, T. and Hammerschmidt, M. (2006), “eTransQual: a transaction process-based approach for capturing service quality in online shoppingâ€Â, Journal of Business Research, Vol. 59 No. 7, pp. 866-75.
Bhattacherjee, A. (2001), “An empirical analysis of the antecedents of electronic commerce service continuanceâ€Â, Decision Support Systems, Vol. 32 No. 2, pp. 201-14.
Cho, Y., Im, I. and Hiltz, R. (2003), “The impact of e-services failures and customer complaints on electronic commerce relationship managementâ€Â, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 16, pp. 106-18. OIR 36,1120.
Chong, B., Yang, Z. and Wong, M. (2003), “Asymmetrical impact of trustworthiness attributes on trust, perceived value and purchase intention: a conceptual framework for cross-cultural study on consumer perception of online auctionâ€Â, Proceedings of the 5th International Conference on Electronic Commerce, Pittsburgh, Pennsylvania, ACM Press, New York, NY, pp. 213-9.
Clemmer, E.C. and Schneider, B. (1996), “Fair serviceâ€Â, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, Vol. 5, JAI Press, Greenwich, CT, pp. 109-26.
Collier, J. and Bienstock, C. (2006), “How do customers judge quality in an e-tailer?â€Â, MIT Sloan Management Review, Vol. 48 No. 1, pp. 35-40.
Colquitt, J., Conlon, D., Wesson, M., Porter, C. and Ng, K. (2001), “Justice at the millennium: a meta-analytic review of 25 years of organizational justice researchâ€Â, Journal of Applied Psychology, Vol. 86 No. 3, pp. 425-45.
Corbitt, B.J., Thanasankit, T. and Yi, H. (2003), “Trust and e-commerce: a study of consumer perceptionsâ€Â, Electronic Commerce Research and Applications, Vol. 2 No. 3, pp. 203-15.
Cox, J. and Dale, B.G. (2002), “Key quality factors in web site design and use: an examinationâ€Â, International Journal of Quality & Reliability Management, Vol. 19 No. 7, pp. 862-88.
Cropanzano, R., Rupp, D.E., Mohler, C.J. and Schminke, M. (2001), “Three roads to organizational justiceâ€Â, in Ferris, J. (Ed.), Research in Personnel and Human Resources Management, Vol. 20, JAI Press, Greenwich, CT, pp. 1-113.
DeLone, W.H. (2003), “The DeLone and McLean model of information systems success: a ten-year updateâ€Â, Journal of Management Information Systems, Vol. 19 No. 4, pp. 9-30.
Devaraj, S., Fan, M. and Kohli, R. (2003), “Antecedents of B2C channel satisfaction and preference: validating e-commerce metricsâ€Â, Information Systems Research, Vol. 13 No. 3, pp. 316-33.
Diekmann, K.A., Barsness, Z.I. and Sondak, H. (2004), “Uncertainty, fairness perceptions, and job satisfaction: a field studyâ€Â, Social Justice Research, Vol. 17 No. 3, pp. 237-55.
Eastlick, M.A., Lotz, S.L. and Warrington, P. (2006), “Understanding online B-to-C relationships: an integrated model of privacy concerns, trust, and commitmentâ€Â, Journal of Business Research, Vol. 59 No. 8, pp. 877-86.
Evans, P.F., Sehgal, V., Bugnaru, C. and McGowan, B. (2009), “US eCommerce forecast: 2008 to 2013â€Â, available at: www.199it.com/wp-content/uploads/2010/06/002284.forrester. usonlineretailforecast.pdf (accessed 21 September 2011).
Gefen, D. and Straub, D. (2003), “Managing user trust in B2C e-servicesâ€Â, e-Service Journal, Vol. 2 No. 2, pp. 7-24.
Gefen, D. and Straub, D.W. (2004), “Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-servicesâ€Â, Omega – International Journal of Management Science, Vol. 32 No. 6, pp. 407-24.
Gefen, D., Karahanna, E. and Straub, D.W. (2003a), “Potential and repeat e-consumers: the role of and trust vis-a` -vis TAMâ€Â, IEEE Transactions on Engineering Management, Vol. 50 No. 3, pp. 307-21.
Gefen, D., Karahanna, E. and Straub, D.W. (2003b), “Trust and TAM in online shopping: an integrated modelâ€Â, MIS Quarterly, Vol. 27 No. 1, pp. 51-90.
Grabner-Kraeuter, S. (2002), “The role of consumers’ trust in online shoppingâ€Â, Journal of Business Ethics, Vol. 39 No. 1, pp. 43-50.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice Hall, Upper Saddle River, NJ.
Heijden, H.V.d., Verhagen, T. and Creemers, M. (2003), “Understanding online purchaseintentions: contributions from technology and trust perspectivesâ€Â, European Journal of Information Systems, Vol. 12 No. 1, pp. 41-8.
Jarvenpaa, S.L., Tractinsky, N. and Vitale, M. (2000), “Consumer trust in an internet storeâ€Â, Information Technology and Management, Vol. 1 No. 1, pp. 45-71
Jun, M., Yang, Z. and Kim, D. (2004), “Customers’ perceptions of online retailing service quality and their satisfactionâ€Â, International Journal of Quality & Reliability Management, Vol. 21 No. 8, pp. 817-40.
Koufaris, M. (2002), “Applying the technology acceptance model and flow theory to online consumer behaviorâ€Â, Information Systems Research, Vol. 13 No. 2, pp. 205-20. OIR 36,1 122
Lee, M.K.O. and Turban, E. (2001), “A trust model for consumer internet shoppingâ€Â, International Journal of Electronic Commerce, Vol. 6 No. 1, pp. 75-91.
Lim, N. (2003), “Consumers’ perceived risk: sources versus consequencesâ€Â, Electronic Commerce Research and Applications, Vol. 2 No. 3, pp. 216-28.
McColl-Kennedy, J.R. and Sparks, B.A. (2003), “Application of fairness theory to service failures and service recoveryâ€Â, Journal of Service Research, Vol. 5 No. 3, pp. 251-65.
McKnight, D. and Chervany, N. (2001), “What trust means in e-commerce customer relationships: an interdisciplinary conceptual typologyâ€Â, International Journal of Electronic Commerce, Vol. 6 No. 2, pp. 35-59
Malhotra, N.K., Kim, S.S. and Patil, A. (2006), “Common method variance in IS research: a comparison of alternative approaches and a reanalysis of past researchâ€Â, Management Science, Vol. 52 No. 12, pp. 1865-83.
Martinez-tur, V., Peiro, J.M., Ramos, J. and Moliner, C. (2006), “Justice perceptions as predictors of customer satisfaction: the impact of distributive, procedural, and interactional justiceâ€Â, Journal of Applied Social Psychology, Vol. 36 No. 1, pp. 100-19.
Nasir, V.A. (2004), “E-consumer complaints about online storesâ€Â, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 17, pp. 68-87. Exploring continuance intentions 123.
Oliver, R. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisionsâ€Â, Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9
Oliver, R. and Swan, J. (1989a), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approachâ€Â, The Journal of Marketing, Vol. 53 No. 2, pp. 21-35.
Oliver, R.L. and Swan, J.E. (1989b), “Equity and disconfirmation perceptions as influences on merchant and product satisfactionâ€Â, Journal of Consumer Research, Vol. 16 No. 3, pp. 372-83.
Patterson, P.G. and Spreng, R.A. (1997), “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examinationâ€Â, International Journal of Service Industry Management, Vol. 8 No. 5, pp. 414-34.
Pavlou, P.A. (2001), “Integrating trust in electronic commerce with the technology acceptance model: model development and validationâ€Â, in
DeGross, J. (Ed.), Proceedings of the 7th Americas Conference on Information Systems, ACM, New York, NY, pp. 816-22.
Pavlou, P.A. (2003), “Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance modelâ€Â, International Journal of Electronic Commerce, Vol. 7 No. 3, pp. 101-34.
Podsakoff, P.M., MacKenzie, S.B., Lee, J.Y. and Podsakoff, N.P. (2003), “Common method biases in behavioral research: a critical review of the literature and recommended remediesâ€Â, Journal of Applied Psychology, Vol. 88 No. 5, pp. 879-903.
Ramaswami, S.N. and Singh, J. (2003), “Antecedents and consequences of merit pay fairness for industrial salespeopleâ€Â, Journal of Marketing, Vol. 67 No. 4, pp. 46-66.
Ratnasingham, P. (1998), “The importance of trust in electronic commerceâ€Â, Internet Research, Vol. 8 No. 4, pp. 313-21.
Ridings, C., Gefen, D. and Arinze, B. (2002), “Some antecedents and effects of trust in virtual communitiesâ€Â, The Journal of Strategic Information Systems, Vol. 11 Nos 3-4, pp. 271-95.
Schoder, D. and Yin, P.L. (2000), “Building firm trust onlineâ€Â, Communications of the ACM, Vol. 43 No. 12, pp. 73-9.
Schurr, P. and Ozanne, J. (1985), “Influences on exchange processes: buyers’ preconceptions of a seller’s trustworthiness and bargaining toughnessâ€Â, Journal of Consumer Research, Vol. 11 No. 4, pp. 939-53.
Seiders, K. and Berry, L.L. (1998), “Service fairness: what it is and why it mattersâ€Â, Academy of Management Executive, Vol. 12 No. 2, pp. 8-20.
Smith, A.K., Bolton, R.N. and Wagner, J. (1999), “A model of customer satisfaction with service encounters involving failure and recoveryâ€Â, Journal of Marketing Research, Vol. 36 No. 3, pp. 356-72.
Stewart, K. (2003), “Trust transfer on the World Wide Webâ€Â, Organization Science, Vol. 14 No. 1, pp. 5-17.
Strub, P.J. and Priest, T.B. (1976), “Two patterns of establishing trust: the marijuana userâ€Â, Sociological Focus, Vol. 9 No. 4, pp. 399-411.
Swan, J. and Nolan, J. (1985), “Gaining customer trust: a conceptual guide for the salespersonâ€Â, Journal of Personal Selling and Sales Management, Vol. 5 No. 2, pp. 39-48.
Swan, J.E. and Mercer, A.A. (1981), “Consumer satisfaction as a function of equity and disconfirmationâ€Â, in Hunt, H.K. and Day, R.L. (Eds), Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behaviour, School of Business, Indiana University, Bloomington, IN, pp. 2-8. OIR 36,1124.
Swan, J.E. and Trawick, I.F. (1981), “Disconfirmation of expectations and satisfaction with a retail serviceâ€Â, Journal of Retailing, Vol. 57 No. 3, pp. 49-67.
Tan, Y.-H. and Thoen, W. (2000), “Toward a generic model of trust for electronic commerceâ€Â, International Journal of Electronic Commerce, Vol. 5 No. 2, pp. 61-74.
Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service complain experiences: implications for relationship marketingâ€Â, Journal of Marketing Research, Vol. 62 No. 2, pp. 60-76.
Teo, T.S.H. and Lim, V.K.G. (2001), “The effects of perceived justice on satisfaction and behavioral intentions: the case of computer purchaseâ€Â, International Journal of Retail & Distribution Management, Vol. 29 No. 2, pp. 109-25.
Thibaut, J.W. and Walker, L. (1975), Procedural Justice: A Psychological Analysis, Lawrence Erlbaum Associates, Hillsdale, NJ.
Tsai, H., Huang, H., Jaw, Y. and Chen, W. (2006), “Why online customers remain with a particular e-retailer: an integrative model and empirical evidenceâ€Â, Psychology and Marketing, Vol. 23 No. 5, pp. 447-64.
Urban, G., Sultan, F. and Qualls, W. (2000), “Placing trust at the center of your internet strategyâ€Â, Sloan Management Review, Vol. 42 No. 1, pp. 39-48.
Van den Bos, K. and Lind, E. (2002), “Uncertainty management by means of fairness judgmentsâ€Â, Advances in Experimental Social Psychology, Vol. 34, pp. 1-60.
Vijayasarathy, L.R. (2004), “Predicting consumer intentions to use online shopping: the case for an augmented technology acceptance modelâ€Â, Information and Management, Vol. 41 No. 6, pp. 747-62.
Worchel, P. (1979), “Trust and distrustâ€Â, in Austin, W.G. and Worchel, S. (Eds), The Social Psychology of Intergroup Relations, Wadsworth, Belmont, CA, pp. 174-87.
Yilmaz, C., Sezen, B. and Kabadayi, E.T. (2004), “Supplier fairness as a mediating factor in the supplier performance-reseller satisfaction relationshipâ€Â, Journal of Business Research, Vol. 57 No. 8, pp. 854-63.
Ba, S. (2001), “Establishing online trust through a community responsibility systemâ€Â, Decision Support Systems, Vol. 31 No. 3, pp. 323-36.
Ba, S. and Pavlou, P.A. (2002), “Evidence of the effect of trust building technology in electronic markets: price premiums and buyer behaviorâ€Â, MIS Quarterly, Vol. 26 No. 3, pp. 243-68.
Baker, C. (1999), “An analysis of fraud on the internetâ€Â, Internet Research, Vol. 9 No. 5, pp. 348-60.
Bauer, H.H., Falk, T. and Hammerschmidt, M. (2006), “eTransQual: a transaction process-based approach for capturing service quality in online shoppingâ€Â, Journal of Business Research, Vol. 59 No. 7, pp. 866-75.
Bhattacherjee, A. (2001), “An empirical analysis of the antecedents of electronic commerce service continuanceâ€Â, Decision Support Systems, Vol. 32 No. 2, pp. 201-14.
Cho, Y., Im, I. and Hiltz, R. (2003), “The impact of e-services failures and customer complaints on electronic commerce relationship managementâ€Â, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 16, pp. 106-18. OIR 36,1120.
Chong, B., Yang, Z. and Wong, M. (2003), “Asymmetrical impact of trustworthiness attributes on trust, perceived value and purchase intention: a conceptual framework for cross-cultural study on consumer perception of online auctionâ€Â, Proceedings of the 5th International Conference on Electronic Commerce, Pittsburgh, Pennsylvania, ACM Press, New York, NY, pp. 213-9.
Clemmer, E.C. and Schneider, B. (1996), “Fair serviceâ€Â, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, Vol. 5, JAI Press, Greenwich, CT, pp. 109-26.
Collier, J. and Bienstock, C. (2006), “How do customers judge quality in an e-tailer?â€Â, MIT Sloan Management Review, Vol. 48 No. 1, pp. 35-40.
Colquitt, J., Conlon, D., Wesson, M., Porter, C. and Ng, K. (2001), “Justice at the millennium: a meta-analytic review of 25 years of organizational justice researchâ€Â, Journal of Applied Psychology, Vol. 86 No. 3, pp. 425-45.
Corbitt, B.J., Thanasankit, T. and Yi, H. (2003), “Trust and e-commerce: a study of consumer perceptionsâ€Â, Electronic Commerce Research and Applications, Vol. 2 No. 3, pp. 203-15.
Cox, J. and Dale, B.G. (2002), “Key quality factors in web site design and use: an examinationâ€Â, International Journal of Quality & Reliability Management, Vol. 19 No. 7, pp. 862-88.
Cropanzano, R., Rupp, D.E., Mohler, C.J. and Schminke, M. (2001), “Three roads to organizational justiceâ€Â, in Ferris, J. (Ed.), Research in Personnel and Human Resources Management, Vol. 20, JAI Press, Greenwich, CT, pp. 1-113.
DeLone, W.H. (2003), “The DeLone and McLean model of information systems success: a ten-year updateâ€Â, Journal of Management Information Systems, Vol. 19 No. 4, pp. 9-30.
Devaraj, S., Fan, M. and Kohli, R. (2003), “Antecedents of B2C channel satisfaction and preference: validating e-commerce metricsâ€Â, Information Systems Research, Vol. 13 No. 3, pp. 316-33.
Diekmann, K.A., Barsness, Z.I. and Sondak, H. (2004), “Uncertainty, fairness perceptions, and job satisfaction: a field studyâ€Â, Social Justice Research, Vol. 17 No. 3, pp. 237-55.
Eastlick, M.A., Lotz, S.L. and Warrington, P. (2006), “Understanding online B-to-C relationships: an integrated model of privacy concerns, trust, and commitmentâ€Â, Journal of Business Research, Vol. 59 No. 8, pp. 877-86.
Evans, P.F., Sehgal, V., Bugnaru, C. and McGowan, B. (2009), “US eCommerce forecast: 2008 to 2013â€Â, available at: www.199it.com/wp-content/uploads/2010/06/002284.forrester. usonlineretailforecast.pdf (accessed 21 September 2011).
Gefen, D. and Straub, D. (2003), “Managing user trust in B2C e-servicesâ€Â, e-Service Journal, Vol. 2 No. 2, pp. 7-24.
Gefen, D. and Straub, D.W. (2004), “Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-servicesâ€Â, Omega – International Journal of Management Science, Vol. 32 No. 6, pp. 407-24.
Gefen, D., Karahanna, E. and Straub, D.W. (2003a), “Potential and repeat e-consumers: the role of and trust vis-a` -vis TAMâ€Â, IEEE Transactions on Engineering Management, Vol. 50 No. 3, pp. 307-21.
Gefen, D., Karahanna, E. and Straub, D.W. (2003b), “Trust and TAM in online shopping: an integrated modelâ€Â, MIS Quarterly, Vol. 27 No. 1, pp. 51-90.
Grabner-Kraeuter, S. (2002), “The role of consumers’ trust in online shoppingâ€Â, Journal of Business Ethics, Vol. 39 No. 1, pp. 43-50.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice Hall, Upper Saddle River, NJ.
Heijden, H.V.d., Verhagen, T. and Creemers, M. (2003), “Understanding online purchaseintentions: contributions from technology and trust perspectivesâ€Â, European Journal of Information Systems, Vol. 12 No. 1, pp. 41-8.
Jarvenpaa, S.L., Tractinsky, N. and Vitale, M. (2000), “Consumer trust in an internet storeâ€Â, Information Technology and Management, Vol. 1 No. 1, pp. 45-71
Jun, M., Yang, Z. and Kim, D. (2004), “Customers’ perceptions of online retailing service quality and their satisfactionâ€Â, International Journal of Quality & Reliability Management, Vol. 21 No. 8, pp. 817-40.
Koufaris, M. (2002), “Applying the technology acceptance model and flow theory to online consumer behaviorâ€Â, Information Systems Research, Vol. 13 No. 2, pp. 205-20. OIR 36,1 122
Lee, M.K.O. and Turban, E. (2001), “A trust model for consumer internet shoppingâ€Â, International Journal of Electronic Commerce, Vol. 6 No. 1, pp. 75-91.
Lim, N. (2003), “Consumers’ perceived risk: sources versus consequencesâ€Â, Electronic Commerce Research and Applications, Vol. 2 No. 3, pp. 216-28.
McColl-Kennedy, J.R. and Sparks, B.A. (2003), “Application of fairness theory to service failures and service recoveryâ€Â, Journal of Service Research, Vol. 5 No. 3, pp. 251-65.
McKnight, D. and Chervany, N. (2001), “What trust means in e-commerce customer relationships: an interdisciplinary conceptual typologyâ€Â, International Journal of Electronic Commerce, Vol. 6 No. 2, pp. 35-59
Malhotra, N.K., Kim, S.S. and Patil, A. (2006), “Common method variance in IS research: a comparison of alternative approaches and a reanalysis of past researchâ€Â, Management Science, Vol. 52 No. 12, pp. 1865-83.
Martinez-tur, V., Peiro, J.M., Ramos, J. and Moliner, C. (2006), “Justice perceptions as predictors of customer satisfaction: the impact of distributive, procedural, and interactional justiceâ€Â, Journal of Applied Social Psychology, Vol. 36 No. 1, pp. 100-19.
Nasir, V.A. (2004), “E-consumer complaints about online storesâ€Â, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 17, pp. 68-87. Exploring continuance intentions 123.
Oliver, R. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisionsâ€Â, Journal of Marketing Research, Vol. 17 No. 4, pp. 460-9
Oliver, R. and Swan, J. (1989a), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approachâ€Â, The Journal of Marketing, Vol. 53 No. 2, pp. 21-35.
Oliver, R.L. and Swan, J.E. (1989b), “Equity and disconfirmation perceptions as influences on merchant and product satisfactionâ€Â, Journal of Consumer Research, Vol. 16 No. 3, pp. 372-83.
Patterson, P.G. and Spreng, R.A. (1997), “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examinationâ€Â, International Journal of Service Industry Management, Vol. 8 No. 5, pp. 414-34.
Pavlou, P.A. (2001), “Integrating trust in electronic commerce with the technology acceptance model: model development and validationâ€Â, in
DeGross, J. (Ed.), Proceedings of the 7th Americas Conference on Information Systems, ACM, New York, NY, pp. 816-22.
Pavlou, P.A. (2003), “Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance modelâ€Â, International Journal of Electronic Commerce, Vol. 7 No. 3, pp. 101-34.
Podsakoff, P.M., MacKenzie, S.B., Lee, J.Y. and Podsakoff, N.P. (2003), “Common method biases in behavioral research: a critical review of the literature and recommended remediesâ€Â, Journal of Applied Psychology, Vol. 88 No. 5, pp. 879-903.
Ramaswami, S.N. and Singh, J. (2003), “Antecedents and consequences of merit pay fairness for industrial salespeopleâ€Â, Journal of Marketing, Vol. 67 No. 4, pp. 46-66.
Ratnasingham, P. (1998), “The importance of trust in electronic commerceâ€Â, Internet Research, Vol. 8 No. 4, pp. 313-21.
Ridings, C., Gefen, D. and Arinze, B. (2002), “Some antecedents and effects of trust in virtual communitiesâ€Â, The Journal of Strategic Information Systems, Vol. 11 Nos 3-4, pp. 271-95.
Schoder, D. and Yin, P.L. (2000), “Building firm trust onlineâ€Â, Communications of the ACM, Vol. 43 No. 12, pp. 73-9.
Schurr, P. and Ozanne, J. (1985), “Influences on exchange processes: buyers’ preconceptions of a seller’s trustworthiness and bargaining toughnessâ€Â, Journal of Consumer Research, Vol. 11 No. 4, pp. 939-53.
Seiders, K. and Berry, L.L. (1998), “Service fairness: what it is and why it mattersâ€Â, Academy of Management Executive, Vol. 12 No. 2, pp. 8-20.
Smith, A.K., Bolton, R.N. and Wagner, J. (1999), “A model of customer satisfaction with service encounters involving failure and recoveryâ€Â, Journal of Marketing Research, Vol. 36 No. 3, pp. 356-72.
Stewart, K. (2003), “Trust transfer on the World Wide Webâ€Â, Organization Science, Vol. 14 No. 1, pp. 5-17.
Strub, P.J. and Priest, T.B. (1976), “Two patterns of establishing trust: the marijuana userâ€Â, Sociological Focus, Vol. 9 No. 4, pp. 399-411.
Swan, J. and Nolan, J. (1985), “Gaining customer trust: a conceptual guide for the salespersonâ€Â, Journal of Personal Selling and Sales Management, Vol. 5 No. 2, pp. 39-48.
Swan, J.E. and Mercer, A.A. (1981), “Consumer satisfaction as a function of equity and disconfirmationâ€Â, in Hunt, H.K. and Day, R.L. (Eds), Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behaviour, School of Business, Indiana University, Bloomington, IN, pp. 2-8. OIR 36,1124.
Swan, J.E. and Trawick, I.F. (1981), “Disconfirmation of expectations and satisfaction with a retail serviceâ€Â, Journal of Retailing, Vol. 57 No. 3, pp. 49-67.
Tan, Y.-H. and Thoen, W. (2000), “Toward a generic model of trust for electronic commerceâ€Â, International Journal of Electronic Commerce, Vol. 5 No. 2, pp. 61-74.
Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service complain experiences: implications for relationship marketingâ€Â, Journal of Marketing Research, Vol. 62 No. 2, pp. 60-76.
Teo, T.S.H. and Lim, V.K.G. (2001), “The effects of perceived justice on satisfaction and behavioral intentions: the case of computer purchaseâ€Â, International Journal of Retail & Distribution Management, Vol. 29 No. 2, pp. 109-25.
Thibaut, J.W. and Walker, L. (1975), Procedural Justice: A Psychological Analysis, Lawrence Erlbaum Associates, Hillsdale, NJ.
Tsai, H., Huang, H., Jaw, Y. and Chen, W. (2006), “Why online customers remain with a particular e-retailer: an integrative model and empirical evidenceâ€Â, Psychology and Marketing, Vol. 23 No. 5, pp. 447-64.
Urban, G., Sultan, F. and Qualls, W. (2000), “Placing trust at the center of your internet strategyâ€Â, Sloan Management Review, Vol. 42 No. 1, pp. 39-48.
Van den Bos, K. and Lind, E. (2002), “Uncertainty management by means of fairness judgmentsâ€Â, Advances in Experimental Social Psychology, Vol. 34, pp. 1-60.
Vijayasarathy, L.R. (2004), “Predicting consumer intentions to use online shopping: the case for an augmented technology acceptance modelâ€Â, Information and Management, Vol. 41 No. 6, pp. 747-62.
Worchel, P. (1979), “Trust and distrustâ€Â, in Austin, W.G. and Worchel, S. (Eds), The Social Psychology of Intergroup Relations, Wadsworth, Belmont, CA, pp. 174-87.
Yilmaz, C., Sezen, B. and Kabadayi, E.T. (2004), “Supplier fairness as a mediating factor in the supplier performance-reseller satisfaction relationshipâ€Â, Journal of Business Research, Vol. 57 No. 8, pp. 854-63.
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