In Justice We Trust: Predicting User Acceptance of E-Customer Services.

Author List: Turel, Ofir; Yuan, Yufei; Connelly, Catherine E.;
Journal of Management Information Systems, 2008, Volume 24, Issue 4, Page 123-151.
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.
Keywords: e-customer service; justice; online dispute resolution; technology acceptance; trust; trust transfer
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List of Topics

#172 0.227 trust trusting study online perceived beliefs e-commerce intention trustworthiness relationships benevolence initial importance trust-building examines discussed building future context transactions
#211 0.193 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#92 0.157 equity conventional punishment justice wisdom focus behavior fairness compliance suggest theory significant certainty misuse reward settings behavioral mandatory drawing widely
#173 0.149 effect impact affect results positive effects direct findings influence important positively model data suggest test factors negative affects significant relationship
#99 0.086 perceived usefulness acceptance use technology ease model usage tam study beliefs intention user intentions users behavioral perceptions determinants constructs studies
#110 0.058 theory theories theoretical paper new understanding work practical explain empirical contribution phenomenon literature second implications different building based insights need