Trust and relationship building in electronic commerce

Citation

(2001), "Trust and relationship building in electronic commerce", Measuring Business Excellence, Vol. 5 No. 4. https://doi.org/10.1108/mbe.2001.26705daf.010

Trust and relationship building in electronic commerce

Trust and relationship building in electronic commerce

P. Papadopoulou, A. Andreou, P. Kanellis and D. Martakos,Internet Research,(UK),Vol. 11 No. 4, 2001

Describes the vital importance of trust as an element in the successful implementation of electronic commerce (E-commerce), particularly in customer relationship building. Draws on established theoretical work on trust and relationship marketing in order to develop a model aimed at helping to highlight the differences between traditional commerce and E-commerce and to facilitate ways of considering how trust can be built in these electronic environments. Concludes that an agent-mediated virtual service can be effectively applied to form the basis of an E-commerce environment enabling the formation of trust.

Quality focus says: Contains a review of relevant literature. Has strong implications for practice and is highly readable.