Journal article
In Justice We Trust: Predicting User Acceptance of E-Customer Services
Abstract
High-quality customer service is an integral part of any successful enterprise, but providing it can be a challenge for online merchants, especially when customers are complaining about each other. This study examines how justice and trust affect user acceptance of e-customer services by conducting an online experiment involving 380 participants. The results suggest that trust in the e-customer service fully mediates the effects of trust in the …
Authors
Turel O; Yuan Y; Connelly CE
Journal
Journal of Management Information Systems, Vol. 24, No. 4, pp. 123–151
Publisher
Taylor & Francis
Publication Date
April 2008
DOI
10.2753/mis0742-1222240405
ISSN
0742-1222