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

• 成果类型: Article
• 署名作者: Turel, Ofir; Yuan, Yufei; Connelly, Catherine E.
• 署名单位: California State University System; California State University Fullerton; McMaster University
• 刊物名称: JOURNAL OF MANAGEMENT INFORMATION SYSTEMS
• ISSN/ISSBN: 0742-1222
• DOI: 10.2753/MIS0742-1222240405
• 发表日期: 2008
• 页码: 123-151
• 关键词: ORGANIZATIONAL JUSTICE; E-commerce; INTERACTIONAL JUSTICE; Online marketplaces; procedural justice; fairness; equity; trustworthiness; CONSEQUENCES; Negotiation

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.