Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/42682
Title: Construction of trust beliefs through response to online negative product review: A justice perspective
Authors: Chen, J.
Xu, Y. 
Huang, P.
Keywords: Electronic commerce
Justice perceptions
Negative product review
Online trust
Service recovery
User-generated content
Issue Date: 2010
Source: Chen, J.,Xu, Y.,Huang, P. (2010). Construction of trust beliefs through response to online negative product review: A justice perspective. ICIS 2010 Proceedings - Thirty First International Conference on Information Systems. ScholarBank@NUS Repository.
Abstract: How does a vendor's explanation to negative online consumer reviews influence consumers' trust in the vendor? Little understanding is available in either service recovery literature or ecommerce literature. In the online environment, a vendor's response to customer complaints is often posted on a website and examined broadly by consumers including complainants and potential consumers. This is different from the offline environment whereby of the explanation is only received by complainants. Therefore effectively response to online negative reviews is a critical business activity that is oriented towards consumers in a larger scope than it would be in the offline environment. We intend to investigate how an online vendor's response influences consumers' trust beliefs toward the vendor. Justice theory and Toulmin's model of argumentation are applied to analyze the meditating variables between vendor explanation and consumer trust. Three constructs, i.e., apology provision, explanation adequacy and responder information disclosure, are proposed to be the mediating variables. For practitioners, they also serve as guidance to construct response content.
Source Title: ICIS 2010 Proceedings - Thirty First International Conference on Information Systems
URI: http://scholarbank.nus.edu.sg/handle/10635/42682
ISBN: 9780615418988
Appears in Collections:Staff Publications

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