Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration

• Main Authors: KIM, Dan J., FERRIN, Donald L., RAO, H. Raghav
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2008
• Subjects: Consumer satisfaction; E-loyalty; Expectation-confirmation theory; Extended valence framework; Purchase and repurchase intentions in B2C e-commerce; Trust in e-commerce; E-Commerce; Organizational Behavior and Theory
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/1145; https://ink.library.smu.edu.sg/context/lkcsb_research/article/2144/viewcontent/Trust_and_Satisfaction_Two_Stepping_Stones_av.pdf
• Institution: Singapore Management University

Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of re...