A multidimensional trust formation model in B-to-C e-commerce文档.pdf

Decision Support Systems 40 (2005) 143– 165 /locate/dsw A multidimensional trust formation model in B-to-C e-commerce: a conceptual framework and content analyses of academia/ practitioner perspectives a b c d,* Dan J. Kim , Yong I. Song , S.B. Braynov , H.R. Rao a Department of Telecommunication, Information Studies, and Media, Michigan State University, USA b Korea Institute of Science and Technology, Seoul, South Korea c Department of Computer Science and Engineering, State University of New York at Buffalo, USA d Department of Management Science and Systems, State University of New York at Buffalo, USA Received 11 November 2002; received in revised form 26 January 2004; accepted 26 January 2004 Available online 24 March 2004 Abstract What dimensions can be identified in the trust formation processes in Business-to-Consumer (B-to-C) electronic commerce (e-commerce)? How do these differ in importance between academia and practitioners? The purpose of this research is to build a model of multidimensional trust formation for online exchanges in B-to-C electronic commerce. Further, to study the relative importance of the dimensions between two expert groups (academics and practitioners), two semantic network and content analyses are conducted: one for academia’s perspectives and another for practitioners’ perspectives of trust in B-to-C electronic commerce. The results show that the two perspectives are div