線上購物網站值得消費者信任的因素之研究__臺灣人文及社會科學引文索引資料庫

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題名：	線上購物網站值得消費者信任的因素之研究
書刊名：	資訊社會研究
作者：	邱顯貴／楊亨利
作者(外文)：	Chiu, Hsien-kuei／Yang, Heng-li
出版日期：	2003
卷期：	5
頁次：	頁139-174
主題關鍵詞：	信任；值得信任；資訊隱私權；網站；電子商務；顧客關係；Trust；Trustworthiness；Information privacy；Website；E-commerce；Customer relationship
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(5) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:3 共同引用:0 點閱:30

本研究發掘網站值得消費者信任的重要因素和這些因素在消費者心目中的重要性之排序。本研究結果將作為企業組織建構網站值得消費者信任時的重要參考。在電子化網路時代，企業建構電子商務網站成為重要的經營策略之一。然而企業的電子商務網站該從事那方面的努力以建立網站信任，來舒緩或減低消費者對隱私權的顧慮和建構安心購物的環境，成為當今重要的議題。本研究以台灣的企業對消費者的購物網站為例，進行網站值得信任的研究。本研究不但建構線上購物網站信任的組成因素，並且找出網站關鍵因素的重要性排序。研究過程中，並將以不同方式驗證『網站值得顧客信任』的組成在重要性在排序上的內部一致性。本研究結果顯示，構成網站值得消費者信任的因素可分為能力、正直、與關係三類，並可進一步細分為十三類因素。透過此研究將提供電子商務網站建立網站信任的方向，以及日後評估網站信任指數高低的參考。

以文找文

Building transaction and long-term relationships with customers is very important for a shopping website. Besides, the website’s trustworthiness is the key to successfully building customer relationship. A trustworthy website allows customers to shop with safety along within their buying life cycle. Therefore, the paper attempts to delve into the structure of website trustworthiness and identifies its critical components by reviewing the literature and measuring web users’ attitudes, as well as consulting professionals in the information Society. The result of this study shows that the website trustworthiness consists of three dimensions: ability, integrity, and relation. These dimensions can be further divided into 13 factors, and a total of 53 detailed items. Moreover, the study also identifies the importance rank of 13 factors as well as the 53 detailed items. The major contribution of this paper is to provide a website operator the direction toward creating its trusted environment and also helps a party evaluating a website’s trustworthiness level.

以文找文

期刊論文
1.	Koller, M.(1988)。Risk as a Determinant of Trust。Basic and Applied Social Psychology，9(4)，265-276。
2.	Blakeney, R. N.(1986)。A Transactional View of the Role of Trust in Organizational Communication。Transactional Analysis Journal，16，95-98。
3.	Duff, W. M.、Smieliauskas, W.、Yoos, H.(2001)。Protecting Privacy。Information Management Journal，35(2)，14-30。
4.	Papadopoulou, Panagiota、Andreou, Andreas、Kanellis, Panagiotis、Martakos, Drakoulis(2001)。Trust and Relationship Building in Electronic Commerce。Internet Research: Electronic Networking Applications and Policy，11(4)，322-332。
5.	Giffin, K.(1967)。The contribution of studies of source credibility to a theory of interpersonal trust in the communication process。Psychology Bulletin，68(2)，104-120。
6.	Shneiderman, B.(2000)。Designing trust into online experiences。Communications of the ACM，43(12)，57-59。
7.	Tan, Y.、Thoen, W.(2001)。Toward a Generic Model of Trust for Electronic Commerce。Internation Jornal of Electronic Commerce，5(2)，61-74。
8.	Mcfall, L.(1987)。Integrity。Ethics，98，5-20。
9.	Baier, Annette(1986)。Trust and Antitrust。Ethics，96(2)，231-260。
10.	Kasperson, R. E.、Golding, D.、Tuler, S.(1992)。Social distrust as a factor in sitting hazardous facilities and communicating risks。Journal of Social Issues，48(4)，161-187。
11.	Fogg, B. J.(2001)。What Makes Web Sites Credible? A Report on a Large Quantitative Study。ACM SIGCHI，13(1)，61-68。
12.	Palmer, J.、Bailey, J. P.、Faraj, S.(2000)。The Role of Intermediaries in the Development of Trust on the WWW: The Use and Prominence of Trusted Third Parties and Privacy Statements。Journal of Computer Mediated Communication，5(3)。
13.	Deutsch, M.(1960)。The Effect of Motivational Orientation upon Trust and Suspicion。Human Relations，13，123-140。
14.	Sheehan, K. B.、Hoy, M. G.(2000)。Dimensions of Privacy Concern among Online Consumers。Journal of Public Policy & Marketing，19(1)，62-73。
15.	Cook, John、Wall, Toby(1980)。New work attitude measures of trust, organizational commitment and personal need non-fulfilment。Journal of Occupational Psychology，53(1)，39-52。
16.	Butler, J. K. Jr.、Cantrell, R. S.(1984)。A Behavioral Decision Theory Approach to Modeling Dyadic Trust in Superiors and Subordinates。Psychological Reports，55(1)，19-28。
17.	Butler, John K. Jr.(1991)。Toward Understanding and Measuring Conditions of Trust: Evolution of a Conditions of Trust Inventory。Journal of Management，17(3)，643-663。
18.	Bonoma, T. V.(1976)。Conflict, Cooperation, and Trust in Three Power Systems。Behavioral Science，21(6)，499-514。
19.	Kee, H. W.、Knox, R. E.(197009)。The Study of Trust and Suspicion。Journal of Conflict Resolution，14(3)，357-366。
20.	Johnson-George, Cynthia E.、Swap, Walter C.(1982)。Measurement of Specific Interpersonal Trust: Construction and Validation of a Scale to Assess Trust in a Specific Other。Journal of Personality and Social Psychology，43(6)，1306-1317。
21.	Sitkin, Sim B.、Roth, Nancy L.(1993)。Explaining the Limited Effectiveness of Legalistic "Remedies" for Trust/Distrust。Organization Science，4(3)，367-392。
22.	Dayal, S.、Landesberg, H.、Zeisser, M.(1999)。How to Build Trust Online。Marketing Management，8(3)，64-69。
23.	Jones, Sara、Wilikens, Marc、Morris, Philip、Masera, Marcelo(2000)。Trust Requirements in E-business: A Conceptual Framework for Understanding the Needs and Concerns of Different Stakeholders。Communications of the ACM，43(12)，81-87。
24.	Smeltzer, L. R.(1997)。The Meaning and Origin of Trust in Buyer-Supplier Relationships。International Journal of Purchasing and Materials Management，33(3)，40-48。
25.	Jarvenpaa, S. L.、Tractinsky, N.、Saarinen, L.(1999)。Consumer trust in an internet store: A cross-cultural validation。Journal of Computer-Mediated Communication，5(2)，1-35。
26.	Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。
27.	Jarvenpaa, Sirkka L.、Knoll, Kathleen、Leidner, Dorothy E.(1998)。Is Anybody Out There? Antecedents of Trust in Global Virtual Teams。Journal of Management Information Systems，14(4)，29-64。
28.	Lewis, J. David、Weigert, Andrew J.(1985)。Trust as a social reality。Social Forces，63(4)，967-985。
29.	Jarvenpaa, Sirkka L.、Tractinsky, Noam、Vitale, Michael(2000)。Consumer Trust in an Internet Store。Information Technology and Management，1(1/2)，45-71。
30.	Rousseau, Denise M.、Sitkin, Sim B.、Burt, Ronald S.、Camerer, Colin(1998)。Not so different after all: A cross-discipline view of trust。Academy of Management Review，23(3)，393-404。
31.	Hoffman, Donna L.、Novak, Thomas P.、Peralta, Marcos(1999)。Building Consumer Trust Online。Communications of the Association for Computing Machinery，42(4)，80-85。
32.	Hoy, W. K.、Kupersmith, W. J.(1985)。The meaning and measure of faculty trust。Education and Psychological Research，5(1)，1-10。
33.	Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing，58(2)，1-19。
34.	Lee, Matthew Kwok On、Turban, Efraim(2001)。A Trust Model for Consumer Internet Shopping。International Journal of Electronic Commerce，6(1)，75-91。
35.	Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review，32(2)，344-354。
36.	McAllister, Daniel J.(1995)。Affect and Cognition Based Trust as Foundations for Interpersonal Cooperation in Organization。Academy of Management Journal，38(1)，24-59。
37.	Gaines, J. H.(1980)。Upward Communication in Industry: An Experiment。Human Relations，33，929-942。
38.	Heimovics, R. D.(1984)。Trust and Influence in an Ambiguous Group Setting。Small Group Behavior，15，545-552。
39.	Kemp, Ted(2000)。A matter of trust - B2Cs seek credibility。Internetweek，830，1+16。
40.	Powell, W. W.(1990)。Neither Maker nor Hierarchy: Network Forms of Organziation。Research in Organizational Behavior，12，295-336。
41.	Shaw, R. B.(1998)。Organizational Integrity。Executive Excellence，15(3)，13。
42.	Urban, G. L.、Sultan, F.、Qualls, W.(2000)。Making Trust the Center of Your Internet Strategy。Sloan Management Review，Fall(1)，39-48。

研究報告
1.	Sultan, F.、Urban, G. L.、Shankar, V.、Bart, I.(2002)。Determinants and Consequences of Trust in e-Business。Cambridge, MA：Sloan School of Management, MIT。

圖書
1.	Shaw, Paul(2001)。E-Business Privacy and Trust: Planning and Management Strategies。NY：John Wiley & Sons。
2.	Pinckaers, Julius C. S.(1996)。From Privacy toward a New Intellectual Property Right in Persona。MA：Kluwer Law International。
3.	Shapiro, Andrew L.(1999)。The Control Revolution—How the Internet is Putting Individuals in Charge and Changing the World We Know。New York, NY：A Century Foundation Book。
4.	Barber, Bernard(1983)。The Logic and Limits of Trust。New Brunswick, New Jersey：Rutgers University Press。
5.	Siegel, Sidney、Castellan, N. John Jr.(1988)。Nonparametric statistics for the behavioral sciences。New York, NY：McGraw-Hill。
6.	Gabarro, J. J.(1987)。The Dynamics of Taking Charge。Boston：Harvard Business School Press。
7.	Shaw, Robert Bruce(1997)。Trust in the Balance: Building Successful Organizations on Results, Integrity, and Concern。San Francisco, Calif.：Jossey-Bass。
8.	Dunn, M. H.(1988)。Trust and Political Agency。Trust: Making and Breaking Cooperative Relations \\ Gambetta, D. (Ed.)。New York。
9.	Gabarro, J. J.(1978)。The Development of Trust, Influence, and Expectations。Interpersonal Behavior: Communication and Understanding in Relationships \\ Athos, A. G. ; Gabarro, J. J. (Eds.)。Englewood Cliffs, NJ。
10.	McCarthy, T.(1987)。The Rights of Publicity and Privacy。NY。
11.	Reynolds, Larry(1997)。The Trust Effect: Creating the High Trust, High Performance Organization。CA。
12.	Smith, C.(2000)。Virgin's Reputation Gives its e-Activity Instant Credibility。Marketing。

其他
1.	(1999)。Ecommerce Trust Study。

圖書論文
1.	Holmes, J. G.(1991)。Trust and the Appraisal Process in Close Relationships。Advances in Personal Relationships。London：Jessica Kingsley Publishers。
2.	Smith, M.、Bailey, J.、Brynjolfsson, E.(2000)。Understanding Digital Markets: Review and Assessment。Understanding the Digital Economy \\ Erik Brynjolfsson ; Brian Kahin (eds.)。Cambridge, MA：MIT Press。
3.	Luhmann, Niklas(1988)。Familiarity, confidence, trust: Problems and alternatives。Trust: Making and breaking cooperative relations。Basil Blackwell。
4.	Mishra, A. K.(1996)。Organizational responses to crisis: the centrality of trust。Trust in organizations: Frontiers of theory and research。Sage。

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