In justice we trust: Predicting user acceptance of e-customer services

被引：116

作者：

Turel, Ofir ^{[1
]}

Yuan, Yufei ^{[2
]}

Connelly, Catherine E. ^{[2
]}

机构：

[1] Calif State Univ Fullerton, Coll Business & Econ, Fullerton, CA 92634 USA

[2] McMaster Univ, DeGroote Sch Business, Hamilton, ON, Canada

来源：

JOURNAL OF MANAGEMENT INFORMATION SYSTEMS | 2008年 / 24卷 / 04期

关键词：

e-customer service; justice; online dispute resolution; technology acceptance; trust; trust transfer;

D O I：

10.2753/MIS0742-1222240405

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

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 service representative and procedural justice on intentions to reuse the e-customer service. Furthermore, the effect of distributive justice on trust in the e-customer service was fully mediated by trust in the e-service representative. Finally, the effect of informational justice on user intentions to reuse the e-customer service was partially mediated by trust in the service representative and trust in the e-customer service. Theoretical and practical implications are further discussed.

引用

页码：123 / 151

页数：29

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