Does E-government Trust in e-Commerce when Investigating Trust? A Review of Trust Literature in E-Commerce and e-government Domains
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paper_title: Empirical research in on-line trust: a review and critical assessment

paper_content:

Lack of trust is one of the most frequently cited reasons for consumers not purchasing from Internet vendors. During the last four years a number of empirical studies have investigated the role of trust in the specific context of e-commerce, focusing on different aspects of this multi-dimensional construct. However, empirical research in this area is beset by conflicting conceptualizations of the trust construct, inadequate understanding of the relationships between trust, its antecedents and consequents, and the frequent use of trust scales that are neither theoretically derived nor rigorously validated. The major objective of this paper is to provide an integrative review of the empirical literature on trust in e-commerce in order to allow cumulative analysis of results. The interpretation and comparison of different empirical studies on on-line trust first requires conceptual clarification. A set of trust constructs is proposed that reflects, both institutional phenomena (system trust) and personal and interpersonal forms of trust (dispositional trust, trusting beliefs, trusting intentions and trust-related behaviours), thus facilitating a multi-level and multi-dimensional analysis of research problems related to trust in e-commerce.
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paper_title: Current practices of leading e-government countries

paper_content:

IT is transforming the way governments function and valuable lessons can be learned from the pioneering e-government programs that have led the charge.
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paper_title: Do I Trust You Online, and If So, Will I Buy? An Empirical Study of Two Trust-Building Strategies

paper_content:

This research investigates the effectiveness of various trust-building strategies to influence actual buying behavior in online shopping environments, particularly for first-time visitors to an Internet store that does not have an established reputation. Drawing from the literature on trust, we developed a model of how trust-building strategies could affect trust and the consequences of trust. We investigated two trust-building strategies: portal association (based on reputation categorization and trust transference) and satisfied customer endorsements (based on unit grouping, reputation categorization, and trust transference). ::: ::: A series of two studies was conducted at a large public university in Hong Kong. The first study employed a laboratory experiment to test the model in an online bookstore environment, using a real task that involves actual book purchases. Of the two strategies investigated, satisfied customer endorsement by similar peers, but not portal association, was found to increase consumers' trusting beliefs about the store. This, in turn, positively influenced consumers' attitudes toward the store and their willingness to buy from the store, which ultimately led to actual buying behaviors. To gather further insights on the two Web strategies investigated, a second study was conducted using a questionnaire survey approach. Overall, the findings corroborated those in the first study. Specifically, it shows that endorsements by similar (local, nonforeign) peers, but not by dissimilar (foreign) peers, were effective means of developing trust among first-time visitors to online stores.
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paper_title: Understanding and mitigating uncertainty in online exchange relationships: a principal- agent perspective

paper_content:

Despite a decade since the inception of B2C e-commerce, the uncertainty of the online environment still makes many consumers reluctant to engage in online exchange relationships. Even if uncertainty has been widely touted as the primary barrier to online transactions, the literature has viewed uncertainty as a "background" mediator with insufficient conceptualization and measurement. To better understand the nature of uncertainty and mitigate its potentially harmful effects on B2C e-commerce adoption (especially for important purchases), this study draws upon and extends the principal-agent perspective to identify and propose a set of four antecedents of perceived uncertainty in online buyer seller relationship superceived information asymmetry, fears of seller opportunism, information privacy concerns, and information security concerns which are drawn from the agency problems of adverse selection (hidden information) and moral hazard (hidden action). ::: ::: To mitigate uncertainty in online exchange relationships, this study builds upon the principal agent perspective to propose a set of four uncertainty mitigating factor-trust, website informativeness, product diagnosticity, and social presence-that facilitate online exchange relationships by overcoming the agency problems of hidden information and hidden action through the logic of signals and incentives. ::: ::: The proposed structural model is empirically tested with longitudinal data from 521 consumers for two products (prescription drugs and books) that differ on their level of purchase involvement. The results support our model, delineating the process by which buyers engage in online exchange relationships by mitigating uncertainty. Interestingly, the proposed model is validated for two distinct targets, a specific website and a class of websites. ::: ::: Implications for understanding and facilitating online exchange relationships for different types of purchases, mitigating uncertainty perceptions, and extending the principal-agent perspective are discussed.
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paper_title: A comprehensive conceptualization of post-adoptive behaviors associated with information technology enabled work systems

paper_content:

For the last 25 years, organizations have invested heavily in information technology to support their work processes. In today's organizations, intra- and interorganizational work systems are increasingly IT-enabled. Available evidence, however, suggests the functional potential of these installed IT applications is underutilized. Most IT users apply a narrow band of features, operate at low levels of feature use, and rarely initiate extensions of the available features. We argue that organizations need aggressive tactics to encourage users to expand their use of installed IT-enabled work systems. ::: ::: This article strives to accomplish three primary research objectives. First, we offer a comprehensive research model aimed both at coalescing existing research on post-adoptive IT use behaviors and at directing future research on those factors that influence users to (continuously) exploit and extend the functionality built into IT applications. Second, in developing this comprehensive research model, we provide a window (for researchers across a variety of scientific disciplines interested in technology management) into the rich body of research regarding IT adoption, use, and diffusion. Finally, we discuss implications and recommend guidelines for research and practice.
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paper_title: Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model

paper_content:

This paper aims to predict consumer acceptance of e-commerce by proposing a set of key drivers for engaging consumers in on-line transactions. The primary constructs for capturing consumer acceptance of e-commerce are intention to transact and on-line transaction behavior. Following the theory of reasoned action (TRA) as applied to a technology-driven environment, technology acceptance model (TAM) variables (perceived usefulness and ease of use) are posited as key drivers of e-commerce acceptance. The practical utility of TAM stems from the fact that e-commerce is technology-driven. The proposed model integrates trust and perceived risk, which are incorporated given the implicit uncertainty of the e-commerce environment. The proposed integration of the hypothesized independent variables is justified by placing all the variables under the nomological TRA structure and proposing their interrelationships. The resulting research model is tested using data from two empirical studies. The first, exploratory study comprises three experiential scenarios with 103 students. The second, confirmatory study uses a sample of 155 on-line consumers. Both studies strongly support the e-commerce acceptance model by validating the proposed hypotheses. The paper discusses the implications for e-commerce theory, research, and practice, and makes several suggestions for future research.
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paper_title: Analyzing the past to prepare for the future: Writing a literature review

paper_content:

A review of prior, relevant literature is an essential feature of any academic project. An effective review creates a firm foundation for advancing knowledge. It facilitates theory development, closes areas where a plethora of research exists, and uncovers areas where research is needed.
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paper_title: The Effect of Web Site Perceptions on Initial Trust in the Owner Company

paper_content:

This study is an empirical examination of the effect of a firm's Web site on a customer's development of initial trust beliefs after a first visit to the Web site. Specifically, it examines the impact of Web site appeal and usability on the initial trust beliefs of new customers with respect to an on-line company. Web site appeal is found to be a significant predictor of initial trust, which in turn has a significant effect on intention to use the Web site in the future, but the results do not support a relationship between Web site usability and initial trust. Web skills are found to have a positive relationship to perceptions of a Web site's usability, but initial trust in a company has no significant relationship to individual trust propensity. Finally, there is some indication, although not conclusive, that the relationship between Web site usability and initial trust may be significant only for travel-related Web sites, an area where the customer's search task can be very complex.
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paper_title: Trust and TAM in online shopping: an integrated model

paper_content:

A separate and distinct interaction with both the actual e-vendor and with its IT Web site interface is at the heart of online shopping. Previous research has established, accordingly, that online purchase intentions are the product of both consumer assessments of the IT itself-specifically its perceived usefulness and ease-of-use (TAM)-and trust in the e-vendor. But these perspectives have been examined independently by IS researchers. Integrating these two perspectives and examining the factors that build online trust in an environment that lacks the typical human interaction that often leads to trust in other circumstances advances our understanding of these constructs and their linkages to behavior. ::: ::: Our research on experienced repeat online shoppers shows that consumer trust is as important to online commerce as the widely accepted TAM use-antecedents, perceived usefulness and perceived ease of use. Together these variable sets explain a considerable proportion of variance in intended behavior. The study also provides evidence that online trust is built through (1) a belief that the vendor has nothing to gain by cheating, (2) a belief that there are safety mechanisms built into the Web site, and (3) by having a typical interface, (4) one that is, moreover, easy to use.
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paper_title: Individual Trust in Online Firms: Scale Development and Initial Test

paper_content:

The importance of trust as a key facilitator of electronic commerce is increasingly being recognized in academic and practitioner communities. However, empirical research in this area has been beset by conflicting conceptualizations of the trust construct, inadequate attention to its underlying dimensions, causes, and effects, and lack of a validated trust scale. This paper addresses these limitations in part by theoretically conceptualizing and empirically validating a scale to measure individual trust in online firms. The proposed scale taps into three key dimensions of trust: trustee's ability, benevolence, and integrity. An iterative testing and refinement procedure using two field surveys of online retailing and online banking users, leads to a final seven-item trust scale that exhibits adequate levels of reliability, convergent validity, discriminant validity, and nomological validity. It is expected that the scale presented in this paper will assist future empirical research on trust in online entities.
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paper_title: E-satisfaction and e-loyalty: A contingency framework

paper_content:

The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although e-satisfaction has an impact on e-loyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' business level factors. Among consumer level factors, convenience motivation and purchase size were found to accentuate the impact of e-satisfaction on e-loyalty, whereas inertia suppresses the impact of e-satisfaction on e-loyalty. With respect to business level factors, both trust and perceived value, as developed by the company, significantly accentuate the impact of e-satisfaction on e-loyalty. © 2003 Wiley Periodicals, Inc.
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paper_title: Commitment, Trust, and Social Involvement: An Exploratory Study of Antecedents to Web Shopper Loyalty

paper_content:

Winning customer loyalty is viewed as a priority by many electronic (e) businesses. Grounded in the theory of reasoned action, our proposed model suggests that commitment is a key attitudinal antecedent to Web shopper loyalty. In the model, we introduce trust in the Internet and social involvement in a Web consumption community as moderators of the commitment-loyalty relation. The model was tested using data from a survey of Web users. Preliminary results provide general support for commitment as a determinant of loyalty and social involvement magnifying the strength of that relation. Trust in the Internet did not attenuate the commitment-loyalty relation. We offer implications and directions for future research.
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paper_title: HOW CAN THE WEB HELP BUILD CUSTOMER RELATIONSHIPS? AN EMPIRICAL STUDY ON E-TAILING

paper_content:

The Web is increasingly being viewed as a tool and place to enhance customer relationship. In this paper we defined a model to analyze the Web characteristics that aid in building customer relationships and then used this model to examine consumer relationship building mechanisms in online retailing (e-tailing). Through a survey of 177 shoppers who had bought books, CDs, or DVDs online, the causal model was validated using LISREL; 13 out of 14 hypotheses were supported. This research has contributed to both theory and practice by providing a validated model to analyze online consumer relationship building and suggesting mechanisms to help e-tailers focus on online consumer relationship management.
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paper_title: Customer Loyalty in E-Commerce

paper_content:

The high cost of attracting new customers on the Internet and the relative difficulty in retaining them make customer loyalty an essential asset for many online vendors. In the non-Internet marketplace, customer loyalty is primarily the product of superior service quality and the trust that such service entails. This study examines whether the same applies with online vendors even though their service is provided by a website interface notably lacking a human service provider. As hypothesized, customer loyalty to a specific online vendor increased with perceived better service quality both directly and through increased trust. However, the data suggest that the five dimensions of service quality in SERVQUAL collapse to three with online service quality: (1) tangibles, (2) a combined dimension of responsiveness, reliability, and assurance, and (3) empathy. The first dimension is the most important one in increasing customer loyalty, and the second in increasing customer trust. Implications are discussed.
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paper_title: e-Government information systems: Evaluation-led design for public value and client trust

paper_content:

Abstracte-Government systems differ from commercial information systems (IS) in that they frequently encompass strategic goals that go beyond efficiency, effectiveness and economy, and include political and social objectives such as trust in government, social inclusion, community regeneration, community well-being and sustainability. Designing e-Government systems that help to meet these objectives is a significant challenge for the future. This paper develops an evaluative design framework for e-Government projects that complements traditional approaches to IS evaluation. The framework is based upon Moor's concept of public value. It focuses upon citizens' and clients' experiences of service provision and service outcomes as contributors to the formation of public trust. Trust is shown to be related to the extent to which people feel that an e-Government service enhances their sense of being well-informed, gives them greater personal control, and provides them with a sense of influence or contingency. T...
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paper_title: Customer loyalty to content‐based Web sites: the case of an online health‐care service

paper_content:

Past e‐service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a content‐based service, a healthcare Web site. Content‐based service providers must build a loyal customer base in order to attract advertisers and sponsors. Lack of trust has been one of the most important reasons for consumers not adopting online services involving financial exchanges, but trust appears to be equally important to exchanges that require divulging sensitive information, such as health issues. Results reveal that loyalty to the health site is satisfaction‐driven, but that trust is the main antecedent of satisfaction. Need fulfilment, responsiveness, security and technical functionality of the Web site are shown to influence trust. Managerial implications are provided.
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paper_title: A Customer Loyalty Model for E-Service Context

paper_content:

While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a customer loyalty model for e-service context has not been addressed. This paper describes a theoretical model for investigating the three main antecedent influences on loyalty (attitudinal commitment and behavioral loyalty) for e-service context: trust, customer satisfaction, and perceived value. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that trust, customer satisfaction, perceived value, and commitment are separate constructs that combine to determine the loyalty, with commitment exerting a stronger influence than trust, customer satisfaction, and perceived value. Customer satisfaction and perceived value were also indirectly related to loyalty through commitment. Finally, the authors discuss the managerial and theoretical implications of these results.
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paper_title: Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands

paper_content:

Recently Dutch government, as well as many other governments around the world, has digitized a major portion of its public services. With this development electronic services finally arrive at the transaction level. The risks of electronic services on the transactional level are more profound than at the informational level. The public needs to trust the integrity and 'information management capacities' of the government or other involved organizations, as well as trust the infrastructure and those managing the infrastructure. In this process, the individual citizen will have to decide to adopt the new electronic government services by weighing its benefits and risks. In this paper, we present a study which aims to identify the role of risk perception and trust in the intention to adopt government e-services. In January 2003, a sample of 238 persons completed a questionnaire. The questionnaire tapped people's intention to adopt e-government electronic services. Based on previous research and theories on technology acceptance, the questionnaire measured perceived usefulness of e-services, risk perception, worry, perceived behavioural control, subjective norm, trust and experience with e-services. Structural equation modelling was used to further analyze the data (Amos) and to design a theoretical model predicting the individual's intention to adopt e-services. This analysis showed that the perceived usefulness of electronic services in general is the main determinant of the intention to use e-government services. Risk perception, personal experience, perceived behavioural control and subjective norm were found to significantly predict the perceived usefulness of electronic services in general, while trust in e-government was the main determinant of the perceived usefulness of e-government services.
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paper_title: WHAT KEEPS THE E-BANKING CUSTOMER LOYAL? A MULTIGROUP ANALYSIS OF THE MODERATING ROLE OF CONSUMER CHARACTERISTICS ON E-LOYALTY IN THE FINANCIAL SERVICE INDUSTRY

paper_content:

At first sight the Internet is the ideal medium for carrying out banking activities due to its cost savings potential and speed of information transmission. From a technological and cost-driven standpoint it may seem quite logical for banks to shift as many banking activities online as possible. At the same time, the question of how to foster customer loyalty arises when the relationship between the bank and the user becomes a virtual one. This paper investigates the importance of antecedents of online loyalty such as trust, quality of the Web site, quality of the service and overall satisfaction. Rather than investigating which factors drive customers to use online banking instead of offline banking, this paper addresses the problem of how to keep customers online and loyal to a specific supplier. A survey among more than 2,000 customers of an Austrian online bank was conducted and a structural equation modeling approach was used to gain important insights into how customer retention in the online banking business can be ensured. Satisfaction and trust were identified as important antecedents of loyalty. Additionally, the moderating role of consumer characteristics (gender, age, involvement, perceived risk and technophobia) was supported by the data.
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paper_title: A qualitative exploration of a consumer's value‐based e‐trust building process

paper_content:

Purpose – The purpose of this paper is to develop a value‐based framework for the consumer e‐trust building process.Design/methodology/approach – The data collection procedure consisted of two steps. The first was a brief questionnaire measuring potential informants' personal values. From this pool of potential informants, 30 were recruited for the interviews: five security‐ and five excitement‐minded consumers from three fields of electronic commerce; electronic newspapers, electronic grocery shopping, and electronic healthcare services.Findings – The findings of the study reveal two value‐based external factors in e‐trust building that consumers perceive as risks in e‐commerce, and three value‐based behavioral patterns in e‐trust building that informants adopt to reduce perceived risks and build trust in e‐commerce. Furthermore, findings of the current study suggest that e‐trust building process is different based on individuals' personal values.Research limitations/implications – This study takes into ...
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paper_title: E-voting: from apathy to adoption

paper_content:

Purpose – To identify the factors that influence adoption of e‐voting services by citizens between the ages of 18‐24.Design/methodology/approach – This study uses Carter and Belanger's (2005) model of e‐government adoption to assess young voters' intention to use an online voting system. The study integrates constructs from technology acceptance, diffusion of innovation, and web trust models. A survey is administered to 208 young voters. The data is analyzed using multiple regression analysis.Findings – Results indicate that user perceptions of compatibility, usefulness, and trust significantly impact their intention to use an electronic‐voting system. The model explains 76 percent of the variance in young voters' intention to use an e‐voting system.Research limitations/implications – The study only explores the perceptions of one age group. Future studies could use the model to access adoption perceptions of a more diverse pool of citizens.Practical implications – Government agencies should emphasize the...
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paper_title: An Empirical Investigation of Web Site Use Using a Commitment-Based Model

paper_content:

Companies throughout industry are interested in retaining existing customers, because customers' continuous consumption of products and services is critical to the long-term value propositions of most organizations. Thus, decision-making strategies that promote continuous use and customer retention are of research interest, both theoretically and practically. In the present research, we investigate one important area of continuous usage, that of Web site use. In particular, we use several theories of commitment to understand how an individual's decision to continue to use a Web site is influenced by his or her commitment toward that Web site and the vendor that supports it. Results derived from data collected from 335 users of a variety of Web sites indicated that affective commitment, calculative commitment, quality of alternatives, and trust were significantly associated with an individual's behavioral intention to continue to use a Web site. Implications for customer retention and decision-making strategies are discussed.
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paper_title: Empirical research in on-line trust: a review and critical assessment

paper_content:

Lack of trust is one of the most frequently cited reasons for consumers not purchasing from Internet vendors. During the last four years a number of empirical studies have investigated the role of trust in the specific context of e-commerce, focusing on different aspects of this multi-dimensional construct. However, empirical research in this area is beset by conflicting conceptualizations of the trust construct, inadequate understanding of the relationships between trust, its antecedents and consequents, and the frequent use of trust scales that are neither theoretically derived nor rigorously validated. The major objective of this paper is to provide an integrative review of the empirical literature on trust in e-commerce in order to allow cumulative analysis of results. The interpretation and comparison of different empirical studies on on-line trust first requires conceptual clarification. A set of trust constructs is proposed that reflects, both institutional phenomena (system trust) and personal and interpersonal forms of trust (dispositional trust, trusting beliefs, trusting intentions and trust-related behaviours), thus facilitating a multi-level and multi-dimensional analysis of research problems related to trust in e-commerce.
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paper_title: What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology

paper_content:

Trust is a vital relationship concept that needs clarification because researchers across disciplines have defined it in so many different ways. A typology of trust types would make it easier to compare and communicate results, and would be especially valuable if the types of trust related to one other. The typology should be interdisciplinary because many disciplines research e-commerce. This paper justifies a parsimonious interdisciplinary typology and relates trust constructs to e-commerce consumer actions, defining both conceptual-level and operational-level trust constructs. Conceptual-level constructs consist of disposition to trust (primarily from psychology), institution-based trust (from sociology), and trusting beliefs and trusting intentions (primarily from social psychology). Each construct is decomposed into measurable subconstructs, and the typology shows how trust constructs relate to already existing Internet relationship constructs. The effects of Web vendor interventions on consumer behaviors are posited to be partially mediated by consumer trusting beliefs and trusting intentions in the e-vendor.
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paper_title: An overview of online trust: Concepts, elements, and implications

paper_content:

Lack of trust has been repeatedly identified as one of the most formidable barriers to people for engaging in e-commerce, involving transactions in which financial and personal information is submitted to merchants via the Internet. The future of e-commerce is tenuous without a general climate of online trust. Building consumer trust on the Internet presents a challenge for online merchants and is a research topic of increasing interest and importance. This paper provides an overview of the nature and concepts of trust from multi-disciplinary perspectives, and it reviews relevant studies that investigate the elements of online trust. Also, a framework of trust-inducing interface design features articulated from the existing literature is presented. The design features were classified into four dimensions, namely (1) graphic design, (2) structure design, (3) content design, and (4) social-cue design. By applying the design features identified within this framework to e-commerce web site interfaces, online merchants might then anticipate fostering optimal levels of trust in their customers.
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paper_title: Why do we trust new technology? A study of initial trust formation with organizational information systems

paper_content:

Recent trust research in the information systems (IS) field has described trust as a primary predictor of technology usage and a fundamental construct for understanding user perceptions of technology. Initial trust formation is particularly relevant in an IS context, as users must overcome perceptions of risk and uncertainty before using a novel technology. With initial trust in a more complex, organizational information system, there are a number of external determinants, trusting bases, that may explain trust formation and provide organizations with the needed levers to form or change individuals' initial trust in technology. In this study, a research model of initial trust formation is developed and includes trusting bases, trusting beliefs, trusting attitude and subjective norm, and trusting intentions. Eight trusting base factors are assessed including personality, cognitive, calculative, and both technology and organizational factors of the institutional base. The model is empirically tested with 443 subjects in the context of initial trust in a national identity system (NID). The proposed model was supported and the results indicate that subjective norm and the cognitive-reputation, calculative, and organizational situational normality base factors significantly influence initial trusting beliefs and other downstream trust constructs. Factors from some of the more commonly investigated bases, personality and technology institutional, did not significantly affect trusting beliefs. The findings have strategic implications for agencies implementing e-government systems and organizational information systems in general.
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paper_title: Linking Citizen Satisfaction with E-Government and Trust in Government

paper_content:

This article asks how Internet use, citizen satisfaction with e-government, and citizen trust in government are interrelated. We first review the literature on trust and explore how radical information technologies may work to alter the production or maintenance of trust. We then develop hypotheses about how citizens’ experience with e-government, satisfaction with e-government and government Web sites, and trust in government are interrelated. Moreover, the model for e-government and Web site satisfaction incorporates citizen perspectives on electronic transaction, transparency, and interactivity. Using data obtained from the Council on Excellence in Government, we then develop and test a twostage multiple-equation model that simultaneously predicts experience, satisfaction, and trust. Findings indicate that government Web site use is positively associated with e-government satisfaction and Web site satisfaction and that e-government satisfaction is positively associated with trust in government. We also find that while citizens are generally satisfied with the electronic provision of information (transparency), there is some dissatisfaction with the transaction and interactivity of Web sites. We conclude that electronic government strategies—transaction, transparency, and interactivity—are important factors that directly affect e-government satisfaction and indirectly affect trust. Individuals who use government Web sites are not only critical consumers but also demanding citizens.
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paper_title: e-Government information systems: Evaluation-led design for public value and client trust

paper_content:

Abstracte-Government systems differ from commercial information systems (IS) in that they frequently encompass strategic goals that go beyond efficiency, effectiveness and economy, and include political and social objectives such as trust in government, social inclusion, community regeneration, community well-being and sustainability. Designing e-Government systems that help to meet these objectives is a significant challenge for the future. This paper develops an evaluative design framework for e-Government projects that complements traditional approaches to IS evaluation. The framework is based upon Moor's concept of public value. It focuses upon citizens' and clients' experiences of service provision and service outcomes as contributors to the formation of public trust. Trust is shown to be related to the extent to which people feel that an e-Government service enhances their sense of being well-informed, gives them greater personal control, and provides them with a sense of influence or contingency. T...
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paper_title: E‐government success: some principles from a Spanish case study

paper_content:

Purpose – This paper has as its aim to analyse the evolution and current status of e‐government, trying to deduce a series of basic principles for its success.Design/methodology/approach – A case study has served to achieve that aim, but prior to its presentation, a short review of the e‐government literature along with some facts and figures have made it possible to assess the situation of e‐government in various countries around the world, and more precisely in Spain.Findings – E‐government lays emphasis on technology; however, the internal processes through which public administrations (PP.AA) offer their services to citizens need careful reengineering.Research limitations/implications – Although a case study like this one, in which the analysis of e‐government is restricted to the functioning of a tax administration body, may have limitations when it comes to generalising the conclusions drawn, the principles inferred from it can be easily extrapolated to the vast majority of PP.AA.Originality/value –...
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paper_title: Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands

paper_content:

Recently Dutch government, as well as many other governments around the world, has digitized a major portion of its public services. With this development electronic services finally arrive at the transaction level. The risks of electronic services on the transactional level are more profound than at the informational level. The public needs to trust the integrity and 'information management capacities' of the government or other involved organizations, as well as trust the infrastructure and those managing the infrastructure. In this process, the individual citizen will have to decide to adopt the new electronic government services by weighing its benefits and risks. In this paper, we present a study which aims to identify the role of risk perception and trust in the intention to adopt government e-services. In January 2003, a sample of 238 persons completed a questionnaire. The questionnaire tapped people's intention to adopt e-government electronic services. Based on previous research and theories on technology acceptance, the questionnaire measured perceived usefulness of e-services, risk perception, worry, perceived behavioural control, subjective norm, trust and experience with e-services. Structural equation modelling was used to further analyze the data (Amos) and to design a theoretical model predicting the individual's intention to adopt e-services. This analysis showed that the perceived usefulness of electronic services in general is the main determinant of the intention to use e-government services. Risk perception, personal experience, perceived behavioural control and subjective norm were found to significantly predict the perceived usefulness of electronic services in general, while trust in e-government was the main determinant of the perceived usefulness of e-government services.
---
paper_title: What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology

paper_content:

Trust is a vital relationship concept that needs clarification because researchers across disciplines have defined it in so many different ways. A typology of trust types would make it easier to compare and communicate results, and would be especially valuable if the types of trust related to one other. The typology should be interdisciplinary because many disciplines research e-commerce. This paper justifies a parsimonious interdisciplinary typology and relates trust constructs to e-commerce consumer actions, defining both conceptual-level and operational-level trust constructs. Conceptual-level constructs consist of disposition to trust (primarily from psychology), institution-based trust (from sociology), and trusting beliefs and trusting intentions (primarily from social psychology). Each construct is decomposed into measurable subconstructs, and the typology shows how trust constructs relate to already existing Internet relationship constructs. The effects of Web vendor interventions on consumer behaviors are posited to be partially mediated by consumer trusting beliefs and trusting intentions in the e-vendor.
---
paper_title: E-voting: from apathy to adoption

paper_content:

Purpose – To identify the factors that influence adoption of e‐voting services by citizens between the ages of 18‐24.Design/methodology/approach – This study uses Carter and Belanger's (2005) model of e‐government adoption to assess young voters' intention to use an online voting system. The study integrates constructs from technology acceptance, diffusion of innovation, and web trust models. A survey is administered to 208 young voters. The data is analyzed using multiple regression analysis.Findings – Results indicate that user perceptions of compatibility, usefulness, and trust significantly impact their intention to use an electronic‐voting system. The model explains 76 percent of the variance in young voters' intention to use an e‐voting system.Research limitations/implications – The study only explores the perceptions of one age group. Future studies could use the model to access adoption perceptions of a more diverse pool of citizens.Practical implications – Government agencies should emphasize the...
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paper_title: The Nature and Role of Feedback Text Comments in Online Marketplaces: Implications for Trust Building, Price Premiums, and Seller Differentiation

paper_content:

For online marketplaces to succeed and prevent a market of lemons, their feedback mechanism (reputation system) must differentiate among sellers and create price premiums for trustworthy sellers as returns to their reputation. However, the literature has solely focused on numerical (positive and negative) feedback ratings, alas ignoring the role of feedback text comments. These text comments are proposed to convey useful reputation information about a seller's prior transactions that cannot be fully captured with crude numerical ratings. Building on the economics and trust literatures, this study examines the rich content of feedback text comments and their role in building a buyer's trust in a seller's benevolence and credibility. In turn, benevolence and credibility are proposed to differentiate among sellers by influencing the price premiums that a seller receives from buyers. ::: ::: This paper utilizes content analysis to quantify over 10,000 publicly available feedback text comments of 420 sellers in eBay's online auction marketplace, and to match them with primary data from 420 buyers that recently transacted with these 420 sellers. These dyadic data show that evidence of extraordinary past seller behavior contained in the sellers' feedback text comments creates price premiums for reputable sellers by engendering buyer's trust in the sellers' benevolence and credibility (controlling for the impact of numerical ratings). The addition of text comments and benevolence helps explain a greater variance in price premiums (R2 = 50%) compared to the existing literature (R2 = 20%--30%). By showing the economic value of feedback text comments through trust in a seller's benevolence and credibility, this study helps explain the success of online marketplaces that primarily rely on the text comments (versus crude numerical ratings) to differentiate among sellers and prevent a market of lemon sellers. By integrating the economics and trust literatures, the paper has theoretical and practical implications for better understanding the nature and role of feedback mechanisms, trust building, price premiums, and seller differentiation in online marketplaces.
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Title: Does E-government Trust in e-Commerce when Investigating Trust? A Review of Trust Literature in E-Commerce and e-Government Domains

Section 1: Introduction
Description 1: This section introduces the importance of trust in e-commerce and e-government, and outlines the objectives of the study.

Section 2: Trust in B2C e-commerce and G2IS e-government literature
Description 2: This section discusses the existing literature on trust within B2C e-commerce and G2IS e-government, categorizing and summarizing key findings from prior studies.

Section 3: View of trust
Description 3: This section explores how trust has been conceptualized and operationalized in different studies, focusing on its multi-dimensional and single-dimensional aspects.

Section 4: Findings
Description 4: This section presents the main findings from the literature review, highlighting key insights related to the role and impact of trust in both e-commerce and e-government contexts.

Section 5: Discussion
Description 5: This section discusses the implications of the findings for research and practice, addressing the comparability between e-commerce and e-government trust research.

Section 6: Limitations
Description 6: This section details the limitations of the current study, particularly regarding the scope and depth of the literature review.

Section 7: Directions for future research
Description 7: This section suggests potential avenues for further investigation, including incorporating perspectives from political science and exploring the economics of trust.

Section 8: Conclusions
Description 8: This section concludes the paper by summarizing the key findings, discussing the current state of trust research in e-commerce and e-government, and suggesting paths for future research.