Los determinantes de la confianza del comprador online. Comparación con el caso de subasta
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Publicado
18-09-2018
Sonia San Martín Gutiérrez
Carmen Camarero Izquierdo
Resumen
Los trabajos de investigación sobre comercio electrónico en Internet ocupan gran parte de la investigación de marketing, pero son pocos aún los que se han ocupado de estudiar el sistema de subasta. Ante las peculiares características de una compra online, transmitir confianza al consumidor en este contexto es uno de los retos más importantes y difíciles en comparación con la compra offline. No obstante, es de esperar que las señales generadoras de confianza sean diferentes en la compra online por subasta que en la compra online en otros sitios web. En este trabajo se presenta un modelo que trata de reflejar el efecto que tienen las señales del sitio web sobre la confianza del consumidor y se compara para un contexto de venta por subasta y el resto de contextos de compra online. Con la información recogida sobre una muestra de compradores online se presentan los principales resultados e implicaciones.
Cómo citar
San Martín Gutiérrez, S., & Camarero Izquierdo, C. (2018). Los determinantes de la confianza del comprador online. Comparación con el caso de subasta. Cuadernos De Gestión, 10(3), 43–61. https://doi.org/10.5295/cdg.100187ss
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Keywords
Comercio electrónico, subasta, confianza, calidad de servicio, garantía, políticas de privacidad y seguridad, diseño del sitio web
References
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Belanger, F., Hiller, J.S. y Smith W. J. (2002): “Trustworthiness in electronic commerce: the role of privacy, security, and site attributes”, The Journal of Strategic Information Systems, Vol. 11, pp. 245-270.
Black, g.s. (2005): “Predictors of consumer trust: likelihood to pay online”, Marketing Intelligence & Planning, Vol. 23, No. 7, pp. 648-658.
Bramall, C., Schoefer, K. y McKechnie, S. (2004): “The determinants and consequences of consumer trust in e-retailing: a conceptual framework”, Irish Marketing Review, Vol. 17, pp. 13-22.
Burgmann, I., Kitchen, P.J. y Williams, R. (2006): “Does culture matter on the web?”, Marketing Intelligence and Planning, Vol. 24, pp. 62-76.
Burke, R.R. (2002): “Technology and the customer interface: what consumers want in the physical and virtual store”, Journal of the Academy of Marketing Science, Vol. 30, pp. 411-432.
Chellapa, R.K. y Pavlou, P.A. (2002): “Perceived information security, financial liability and consumer trust in electronic commerce transactions”, Logistics Information Management, Vol. 15, No. 5/6, pp. 358-368.
Chen, L.-D., Gillenson, M. L. y Sherrell, D. L. (2002): “Enticing online consumers: An extended technology acceptance perspective”, Information and Management, Vol. 39, pp. 705-719.
Chin, W.W. (1998): “Issues and opinion on structural equation modelling”, Commentary in MIS Quarterly, Vol. 22, nº 1, pp. vii-xvi.
Chin, W.W. y Newsted, P.R. (1999): “Structural Equation Modeling Analysis with small samples using Partial Least Squares”. Capítulo 12, pp. 307-341. En Hoyle, R. (Ed): Statistical Strategies for small sample research, Sage Publications.
Constantinides, E. (2004): “Influencing the online consumer’s behavior: the Web experience”, Internet Research, Vol. 14, No. 2, pp. 111-126.
Dawson, L., Minocha, S. y Petre, M. (2003): “Exploring the total customer experience in e-commerce environments”, Proceedings of the IADIS International Conference e-Society, pp. 945-948.
Doney, P.M. y Cannon, J.P. (1997): “An examination of the nature of trust in buyer-seller relationships, Journal of Marketing, Vol. 61 (Abril), pp. 35-51.
Ellemers, N., Kortekaas, P. y Ouwerkerk, J.W. (1999): “Self-categorization, commitment to the group, and group self-esteem as related but distinct aspects of social identity”, European Journal of Social Psychology, Vol. 29, No. 2/3, pp. 371-89.
Emons, W. (1988): “Warranties, moral hazard, and the lemons problem”. Journal of Economic Theory, Vol. 46, pp. 16-33.
Feinberg, R. y Kadam, R. (2002): “E-CRM web service attributes as determinants of customer satisfaction with retail web sites”, Intern(ational Journal of Service Industry Management, Vol. 13, pp. 432-451.
Finch, B.J. (2007): “Customer expectations in online auction environments: An exploratory study of customer feedback and risk”, Journal of Operations Management, Vol. 25, pp. 985-997.
Fiore, S.G. (2002): Designing on-line experience through consideration of the salient sensory attributes of products. Tesis doctoral. UMIST. U.K.
Fogg, B.J., Soohoo, C., Danielson, D.R., Marable, L., Stanford, J. y Tauber, E.R. (2003): “How do users evaluate the credibility of Web sites?: a study with over 2,500 participants”, actas de la Conference on Designing for user experiences, San Francisco (California), pp. 1-15.
Ganesan, S. (1994): “Determinants of long-term orientation in buyer-seller relationships”, Journal of Marketing, Vol. 58, pp. 1-19.
Gefen, D. (2000): “E-commerce. the role of familiarity and trust”, The International Journal of Management Science, Vol. 28, pp. 725-737.
Gummerus, J., Liljander, V., Pura, M. y Van Riel, A. (2004): “Customer loyalty to content-based Web sites: the case of an online health-care service”, Journal of Services Marketing, Vol. 18, pp. 175-186.
Ha, H-Y. (2004): “Factors influencing consumer perceptions of brand trust online”, Journal of Product and Brand Management, Vol. 13, pp. 329-342.
Harris, L.C. y Goode, M.M.H. (2004): “The four levels of loyalty and the pivotal role of trust: a study of on-line service dynamics”, Journal of Retailing, Vol. 80, pp. 139-158.
Herzberg, F., M.B. y Snyderman, B.B. (1959): The motivation to work. John Wikley. New York.
Hoffman, D.L., Novak, T.P. y Peralta, M. (1999): “Building consumer trust on-line”, Communications of the ACM, Vol. 42, pp. 80-86.
Hoque, A.Y. y Lohse, G.L. (1999): “An information search cost perspective for designing interfaces for electronic commerce”, Journal of Marketing Research, Vol. 36, pp. 387-394.
Hou, T. (2007): “Late bidding and the auction price: evidence from eBay”, Journal of Product & Brand Management, Vol. 16, No. 6, pp. 422-428.
Jones, K. y Leonard, L. N. K. (2007): “Consumer-to-consumer electronic commerce: a distinct research stream”, Journal of Electronic Commerce in Organizations, Vol. 5, No. 4, pp. 39-54.
Kim, Y. (2005): “The effects of buyer and product traits with seller reputation on price premiums in e-auction”, Journal of Computer Information Systems, Vol. 46, No. 1, pp. 79-91.
Kumar, S. y Maher, M. (2008): “Are the temptations of online reverse auctions appropriate for your Business”, Supply Chain Management: an International Journal, Vol. 13, No. 4, pp. 304-316.
Kung, M., Monroe, K. B. y Cox, J. L. (2002): “Pricing on the Internet”, Journal of Product & Brand Management, Vol. 11, No. 5, pp. 274-287.
Kwon, O.B., Kim, O. y Lee, E. J. (2002): “Impact of website information design factor son consumer ratings of web-based auction sites”, Behavior and Information Technology, Vol. 21, No. 6, pp. 387-402.
Lee, B., Ang, L. y Dubelaarc, C. (2005): “Lemons on the Web: A signalling approach to the problem of trust in Internet commerce”, Journal of Economic Psychology, Vol. 26, No. 5, pp. 607-623.
Liberos, E. (Coord.): El libro del comercio electrónico, por r. García del poyo, j. Gil, j.A. Merino e i. Somalo. Ed. Esic. Madrid.
Light, D. A. (2003): “Sure, you can trust us”, Sloan Management Review, Vol. 43, p.1.
Montoya-Weiss, M.M., Voss, G.B. y Grewal, D. (2003): “Determinants of online channel use and overall satisfaction with a relational, multichannel service provider”, Journal of the Academy of Marketing Science, Vol. 31, pp. 448-458.
Park, Y-H. y Bradlow, E. T. (2005): “An integrated model for bidding behavior in Internet Auctions: whether, who, when, and how much”, Journal of Marketing Research, Vol. 42, No. 4 (noviembre), pp. 470-486.
Park, J. y Stoel, L. (2005): “Effect of brand familiarity experience and information on online apparel purchase”, International Journal of Retail and Distribution Management, Vol. 33, pp. 148-160.
Peters, C. y Bodkin, C.D. (2007): “An exploratory investigation of problematic online auction behaviours. Experiences of eBay users”, Journal of Retailing and Consumer Services, Vol. 14, pp. 1-16
Plouffe, C. R. (2008): “Examining “peer-to-peer” (P2P) systems as consumer-to-consumer (C2C) exchange”, European Journal of Marketing, Vol. 42, No. 11/12, pp. 1179-1202.
Rafiq, M. y Fulford, H. (2005): “Loyalty transfer from offline to online stores in the UK grocery industry”, International Journal of Retail & Consumer Marketing, Vol. 33, No. 6, pp. 444-460.
Ranaweera, C., McDougall, G. y Bansal, H. (2005): “A model of on-line customer behavior during the initial transaction. moderating effects of customer characteristics”, Marketing Theory, Vol. 5, pp. 5-6.
Ribbink, D., Van Riel, A.C.R., Liljander, V. y Streukens, S. (2004): “Comfort your online customer: quality, trust, loyalty on the Internet”, Managing Service Quality, Vol. 14, pp. 446-456.
Rice, D. O. (2007): “Protecting online information sharing in peer-to-peer (P2P) networks. A proposal for a P2P network security pricing model”, Online Information Review, Vol. 31, No. 5, pp. 682-693.
Ringle, C. M., Wende, S., y Will, A. (2005): “SmartPLS 2.0 (M3) beta”, Hamburg: http://www.smartpls.de.
Roy, M., Dewit, O. y Aubert, B. (2001): “The impact of interface usability on trust in web. Retailer”,. Internet Research: Electronic Networking Applications and Policy, Vol. 11, pp. 388-398.
Salo, J. y Karjaluoto, H. (2007): “A conceptual model of trust in the online environment”, Online Information Review, Vol. 31, No. 5, pp. 604-621.
Shankar, V., Smith, A. y Rangaswamy, A. (2003): “Customer satisfaction and loyalty in online and off-line environments”, International Journal of Research in Marketing, Vol. 20, pp. 153-175.
Shehryar, O. (2008): “The effect of buyer’s gender, risk-proneness, and time remaining in an Internet auction on the decision to bid or buy-it-now”, Journal of Product & Brand Management, Vol. 17, No. 5, pp. 356-365.
Shen, C.C. y Chiou, J.S. (2009): “The effect of community identification on attitude and intention toward a blogging community”, Internet Research, Vol. 19, No. 4, pp. 393-407.
Singh, M. (2002): “E-services and their role in B2C e-commerce”, Managing Service Quality, Vol. 12, pp. 434-446.
Singh, J. y Sirdeshmukh, D. (2000): “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments”, Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 150-167.
Sinha, R., Hearst, M., Ivory, M., y Draisin, M. (2001): “Content or graphics? An empirical analysis of criteria for award-winning websites”, en actas del 7th Conference on Human Factors and the Web, Madison, WI, junio, extraído el 25 de septiembre de 2003 from [http://webtango.berkeley.edu/papers/hfw01/Sinha_hfw01.pdf.-
Sultan, F. y Mooraj, H.A. (2001): “Designing a trust-based E-business strategy”, Marketing Management, (November/December), pp. 40-45.
Szymanski, D. M., y Hise, R.T. (2000): “E-Satisfaction. An Initial Examination”, Journal of Retailing, Vol. 76, pp. 309-322.
Tan, S.J. (1999): “Strategies for reducing consumers’ risk aversion in Internet shopping”, Journal of Consumer Marketing, Vol. 16, pp. 163-180.
Teo, T.S.H. y Liu, J. (2007): “Consumer trust in e-commerce in the United States. Singapore and China”, Omega, Vol. 35, No. 1, pp. 22-38.Trocchia, P.J. y Janda, S. (2003): “How do consumers evaluate Internet retail service quality?”, Journal of Services Marketing, Vol. 17, pp. 243-253.
Tu, Y. (2008): “An application of web-based data mining: selling strategies for online auctions”, Online Information Review, Vol. 32, No. 2, pp. 147-162.
Vijayasarathy, L.R. y Jones, J.M. (2001): “Do Internet shopping aids make a difference? An empirical investigation”, Electronic Markets, Vol. 11, pp. 75-83.
Vrechopoulos, A.P., O’Keefe, R.M., Doukidis, G.I. y Siomkos, G.J. (2004): “Virtual store layout. an experimental comparison in the context of grocery retail”, Journal of Retailing, Vol. 80, pp. 13-22.
Wang, S., Beatty, S.E. y Foxx, W. (2004): “Signaling the trustworthiness of small online retailers”, Journal of Interactive Marketing, Vol. 18, No. 1, pp. 53-69.
Wang, Y., Wong, D.S., Lin, K-J. y Varadharajan, V. (2008): “Evaluating transaction trust and risk levels in peer-to-peer e-commerce environments”, Information Systems and E-business Management, Vol. 6, No. 1, pp. 25-48.
Weinberg, B.D. y Davis, L. (2005): “Exploring the WOW in online-auction feedbac”,. Journal of Business Research, Vol. 58, pp. 1609-1621.
Wood, S.L. (2000): “Remote purchase environments: the influence of return policy leniency on two-stage decision process”, Journal of Marketing Research, Vol. 38, pp. 157-169.
Yadav, M..S. y Varadarajan, R. (2005): “Understanding product migration to the electronic marketplace: a conceptual framework”, Journal of Retailing, Vol. 81, pp. 125-140.
Yen, C-H. y Lu, H-P (2008a): “Factors influencing online auction repurchase intention”, Internet Research, Vol. 18, No. 1, pp. 7-25.
Yen, C-H. y Lu, H-P (2008b): “Effects of e-service quality on loyalty intention: an empirical study in online auction”, Managing Service Quality, Vol. 18, No. 2, pp. 127-146.
Yip, G. y Dempster, A. (2005): “Using the Internet to enhance global strategy”, European Management Journal, Vol. 23, pp. 1-13.
Yoon, S.J. (2002): “The antecedents and consequences of trust in on-line purchase decisions”, Journal of Interactive Marketing, Vol. 12, pp. 47-63.
Yousafzai, S.Y., Pallister, J.G. y Foxall, G.R. (2005): “Strategies for building and communicating trust in electronic banking: a field experiment”, Psychology and Marketing, Vol. 22, pp. 181-201.
Belanger, F., Hiller, J.S. y Smith W. J. (2002): “Trustworthiness in electronic commerce: the role of privacy, security, and site attributes”, The Journal of Strategic Information Systems, Vol. 11, pp. 245-270.
Black, g.s. (2005): “Predictors of consumer trust: likelihood to pay online”, Marketing Intelligence & Planning, Vol. 23, No. 7, pp. 648-658.
Bramall, C., Schoefer, K. y McKechnie, S. (2004): “The determinants and consequences of consumer trust in e-retailing: a conceptual framework”, Irish Marketing Review, Vol. 17, pp. 13-22.
Burgmann, I., Kitchen, P.J. y Williams, R. (2006): “Does culture matter on the web?”, Marketing Intelligence and Planning, Vol. 24, pp. 62-76.
Burke, R.R. (2002): “Technology and the customer interface: what consumers want in the physical and virtual store”, Journal of the Academy of Marketing Science, Vol. 30, pp. 411-432.
Chellapa, R.K. y Pavlou, P.A. (2002): “Perceived information security, financial liability and consumer trust in electronic commerce transactions”, Logistics Information Management, Vol. 15, No. 5/6, pp. 358-368.
Chen, L.-D., Gillenson, M. L. y Sherrell, D. L. (2002): “Enticing online consumers: An extended technology acceptance perspective”, Information and Management, Vol. 39, pp. 705-719.
Chin, W.W. (1998): “Issues and opinion on structural equation modelling”, Commentary in MIS Quarterly, Vol. 22, nº 1, pp. vii-xvi.
Chin, W.W. y Newsted, P.R. (1999): “Structural Equation Modeling Analysis with small samples using Partial Least Squares”. Capítulo 12, pp. 307-341. En Hoyle, R. (Ed): Statistical Strategies for small sample research, Sage Publications.
Constantinides, E. (2004): “Influencing the online consumer’s behavior: the Web experience”, Internet Research, Vol. 14, No. 2, pp. 111-126.
Dawson, L., Minocha, S. y Petre, M. (2003): “Exploring the total customer experience in e-commerce environments”, Proceedings of the IADIS International Conference e-Society, pp. 945-948.
Doney, P.M. y Cannon, J.P. (1997): “An examination of the nature of trust in buyer-seller relationships, Journal of Marketing, Vol. 61 (Abril), pp. 35-51.
Ellemers, N., Kortekaas, P. y Ouwerkerk, J.W. (1999): “Self-categorization, commitment to the group, and group self-esteem as related but distinct aspects of social identity”, European Journal of Social Psychology, Vol. 29, No. 2/3, pp. 371-89.
Emons, W. (1988): “Warranties, moral hazard, and the lemons problem”. Journal of Economic Theory, Vol. 46, pp. 16-33.
Feinberg, R. y Kadam, R. (2002): “E-CRM web service attributes as determinants of customer satisfaction with retail web sites”, Intern(ational Journal of Service Industry Management, Vol. 13, pp. 432-451.
Finch, B.J. (2007): “Customer expectations in online auction environments: An exploratory study of customer feedback and risk”, Journal of Operations Management, Vol. 25, pp. 985-997.
Fiore, S.G. (2002): Designing on-line experience through consideration of the salient sensory attributes of products. Tesis doctoral. UMIST. U.K.
Fogg, B.J., Soohoo, C., Danielson, D.R., Marable, L., Stanford, J. y Tauber, E.R. (2003): “How do users evaluate the credibility of Web sites?: a study with over 2,500 participants”, actas de la Conference on Designing for user experiences, San Francisco (California), pp. 1-15.
Ganesan, S. (1994): “Determinants of long-term orientation in buyer-seller relationships”, Journal of Marketing, Vol. 58, pp. 1-19.
Gefen, D. (2000): “E-commerce. the role of familiarity and trust”, The International Journal of Management Science, Vol. 28, pp. 725-737.
Gummerus, J., Liljander, V., Pura, M. y Van Riel, A. (2004): “Customer loyalty to content-based Web sites: the case of an online health-care service”, Journal of Services Marketing, Vol. 18, pp. 175-186.
Ha, H-Y. (2004): “Factors influencing consumer perceptions of brand trust online”, Journal of Product and Brand Management, Vol. 13, pp. 329-342.
Harris, L.C. y Goode, M.M.H. (2004): “The four levels of loyalty and the pivotal role of trust: a study of on-line service dynamics”, Journal of Retailing, Vol. 80, pp. 139-158.
Herzberg, F., M.B. y Snyderman, B.B. (1959): The motivation to work. John Wikley. New York.
Hoffman, D.L., Novak, T.P. y Peralta, M. (1999): “Building consumer trust on-line”, Communications of the ACM, Vol. 42, pp. 80-86.
Hoque, A.Y. y Lohse, G.L. (1999): “An information search cost perspective for designing interfaces for electronic commerce”, Journal of Marketing Research, Vol. 36, pp. 387-394.
Hou, T. (2007): “Late bidding and the auction price: evidence from eBay”, Journal of Product & Brand Management, Vol. 16, No. 6, pp. 422-428.
Jones, K. y Leonard, L. N. K. (2007): “Consumer-to-consumer electronic commerce: a distinct research stream”, Journal of Electronic Commerce in Organizations, Vol. 5, No. 4, pp. 39-54.
Kim, Y. (2005): “The effects of buyer and product traits with seller reputation on price premiums in e-auction”, Journal of Computer Information Systems, Vol. 46, No. 1, pp. 79-91.
Kumar, S. y Maher, M. (2008): “Are the temptations of online reverse auctions appropriate for your Business”, Supply Chain Management: an International Journal, Vol. 13, No. 4, pp. 304-316.
Kung, M., Monroe, K. B. y Cox, J. L. (2002): “Pricing on the Internet”, Journal of Product & Brand Management, Vol. 11, No. 5, pp. 274-287.
Kwon, O.B., Kim, O. y Lee, E. J. (2002): “Impact of website information design factor son consumer ratings of web-based auction sites”, Behavior and Information Technology, Vol. 21, No. 6, pp. 387-402.
Lee, B., Ang, L. y Dubelaarc, C. (2005): “Lemons on the Web: A signalling approach to the problem of trust in Internet commerce”, Journal of Economic Psychology, Vol. 26, No. 5, pp. 607-623.
Liberos, E. (Coord.): El libro del comercio electrónico, por r. García del poyo, j. Gil, j.A. Merino e i. Somalo. Ed. Esic. Madrid.
Light, D. A. (2003): “Sure, you can trust us”, Sloan Management Review, Vol. 43, p.1.
Montoya-Weiss, M.M., Voss, G.B. y Grewal, D. (2003): “Determinants of online channel use and overall satisfaction with a relational, multichannel service provider”, Journal of the Academy of Marketing Science, Vol. 31, pp. 448-458.
Park, Y-H. y Bradlow, E. T. (2005): “An integrated model for bidding behavior in Internet Auctions: whether, who, when, and how much”, Journal of Marketing Research, Vol. 42, No. 4 (noviembre), pp. 470-486.
Park, J. y Stoel, L. (2005): “Effect of brand familiarity experience and information on online apparel purchase”, International Journal of Retail and Distribution Management, Vol. 33, pp. 148-160.
Peters, C. y Bodkin, C.D. (2007): “An exploratory investigation of problematic online auction behaviours. Experiences of eBay users”, Journal of Retailing and Consumer Services, Vol. 14, pp. 1-16
Plouffe, C. R. (2008): “Examining “peer-to-peer” (P2P) systems as consumer-to-consumer (C2C) exchange”, European Journal of Marketing, Vol. 42, No. 11/12, pp. 1179-1202.
Rafiq, M. y Fulford, H. (2005): “Loyalty transfer from offline to online stores in the UK grocery industry”, International Journal of Retail & Consumer Marketing, Vol. 33, No. 6, pp. 444-460.
Ranaweera, C., McDougall, G. y Bansal, H. (2005): “A model of on-line customer behavior during the initial transaction. moderating effects of customer characteristics”, Marketing Theory, Vol. 5, pp. 5-6.
Ribbink, D., Van Riel, A.C.R., Liljander, V. y Streukens, S. (2004): “Comfort your online customer: quality, trust, loyalty on the Internet”, Managing Service Quality, Vol. 14, pp. 446-456.
Rice, D. O. (2007): “Protecting online information sharing in peer-to-peer (P2P) networks. A proposal for a P2P network security pricing model”, Online Information Review, Vol. 31, No. 5, pp. 682-693.
Ringle, C. M., Wende, S., y Will, A. (2005): “SmartPLS 2.0 (M3) beta”, Hamburg: http://www.smartpls.de.
Roy, M., Dewit, O. y Aubert, B. (2001): “The impact of interface usability on trust in web. Retailer”,. Internet Research: Electronic Networking Applications and Policy, Vol. 11, pp. 388-398.
Salo, J. y Karjaluoto, H. (2007): “A conceptual model of trust in the online environment”, Online Information Review, Vol. 31, No. 5, pp. 604-621.
Shankar, V., Smith, A. y Rangaswamy, A. (2003): “Customer satisfaction and loyalty in online and off-line environments”, International Journal of Research in Marketing, Vol. 20, pp. 153-175.
Shehryar, O. (2008): “The effect of buyer’s gender, risk-proneness, and time remaining in an Internet auction on the decision to bid or buy-it-now”, Journal of Product & Brand Management, Vol. 17, No. 5, pp. 356-365.
Shen, C.C. y Chiou, J.S. (2009): “The effect of community identification on attitude and intention toward a blogging community”, Internet Research, Vol. 19, No. 4, pp. 393-407.
Singh, M. (2002): “E-services and their role in B2C e-commerce”, Managing Service Quality, Vol. 12, pp. 434-446.
Singh, J. y Sirdeshmukh, D. (2000): “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments”, Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 150-167.
Sinha, R., Hearst, M., Ivory, M., y Draisin, M. (2001): “Content or graphics? An empirical analysis of criteria for award-winning websites”, en actas del 7th Conference on Human Factors and the Web, Madison, WI, junio, extraído el 25 de septiembre de 2003 from [http://webtango.berkeley.edu/papers/hfw01/Sinha_hfw01.pdf.-
Sultan, F. y Mooraj, H.A. (2001): “Designing a trust-based E-business strategy”, Marketing Management, (November/December), pp. 40-45.
Szymanski, D. M., y Hise, R.T. (2000): “E-Satisfaction. An Initial Examination”, Journal of Retailing, Vol. 76, pp. 309-322.
Tan, S.J. (1999): “Strategies for reducing consumers’ risk aversion in Internet shopping”, Journal of Consumer Marketing, Vol. 16, pp. 163-180.
Teo, T.S.H. y Liu, J. (2007): “Consumer trust in e-commerce in the United States. Singapore and China”, Omega, Vol. 35, No. 1, pp. 22-38.Trocchia, P.J. y Janda, S. (2003): “How do consumers evaluate Internet retail service quality?”, Journal of Services Marketing, Vol. 17, pp. 243-253.
Tu, Y. (2008): “An application of web-based data mining: selling strategies for online auctions”, Online Information Review, Vol. 32, No. 2, pp. 147-162.
Vijayasarathy, L.R. y Jones, J.M. (2001): “Do Internet shopping aids make a difference? An empirical investigation”, Electronic Markets, Vol. 11, pp. 75-83.
Vrechopoulos, A.P., O’Keefe, R.M., Doukidis, G.I. y Siomkos, G.J. (2004): “Virtual store layout. an experimental comparison in the context of grocery retail”, Journal of Retailing, Vol. 80, pp. 13-22.
Wang, S., Beatty, S.E. y Foxx, W. (2004): “Signaling the trustworthiness of small online retailers”, Journal of Interactive Marketing, Vol. 18, No. 1, pp. 53-69.
Wang, Y., Wong, D.S., Lin, K-J. y Varadharajan, V. (2008): “Evaluating transaction trust and risk levels in peer-to-peer e-commerce environments”, Information Systems and E-business Management, Vol. 6, No. 1, pp. 25-48.
Weinberg, B.D. y Davis, L. (2005): “Exploring the WOW in online-auction feedbac”,. Journal of Business Research, Vol. 58, pp. 1609-1621.
Wood, S.L. (2000): “Remote purchase environments: the influence of return policy leniency on two-stage decision process”, Journal of Marketing Research, Vol. 38, pp. 157-169.
Yadav, M..S. y Varadarajan, R. (2005): “Understanding product migration to the electronic marketplace: a conceptual framework”, Journal of Retailing, Vol. 81, pp. 125-140.
Yen, C-H. y Lu, H-P (2008a): “Factors influencing online auction repurchase intention”, Internet Research, Vol. 18, No. 1, pp. 7-25.
Yen, C-H. y Lu, H-P (2008b): “Effects of e-service quality on loyalty intention: an empirical study in online auction”, Managing Service Quality, Vol. 18, No. 2, pp. 127-146.
Yip, G. y Dempster, A. (2005): “Using the Internet to enhance global strategy”, European Management Journal, Vol. 23, pp. 1-13.
Yoon, S.J. (2002): “The antecedents and consequences of trust in on-line purchase decisions”, Journal of Interactive Marketing, Vol. 12, pp. 47-63.
Yousafzai, S.Y., Pallister, J.G. y Foxall, G.R. (2005): “Strategies for building and communicating trust in electronic banking: a field experiment”, Psychology and Marketing, Vol. 22, pp. 181-201.
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En concreto la licencia CC-BY-NC-ND permite utilización, copia, distribución y comunicación pública de la obra, siempre que los autores y la fuente sean correctamente citados y no se utilice para propósitos comerciales.
El/la autor/a puede hacer libre uso de su artículo indicando siempre que el texto ha sido publicado en Management Letters/Cuadernos de Gestión y cualquier re-edición del mismo deberá contar con la autorización de la revista.