Journal article

In justice we trust: Predicting user acceptance of e-customer services

Ofir Turel, Yufei Yuan, Catherine E Connelly

JOURNAL OF MANAGEMENT INFORMATION SYSTEMS | ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD | Published : 2008

Abstract

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 e..

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