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Should new online stores invest in social presence elements? The effect of social presence on initial trust formation

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  • Ogonowski, Andrzej
  • Montandon, Andrew
  • Botha, Elsamari
  • Reyneke, Mignon

Abstract

Online shopping has become increasingly popular in business development and the number of new online stores is ever increasing. Many of these online stores, however, fail. Research has indicated that one of the biggest reasons why these online stores fail is because of consumers׳ lack of trust. One solution that has been proposed is for online retailers to increase their level of social presence.

Suggested Citation

  • Ogonowski, Andrzej & Montandon, Andrew & Botha, Elsamari & Reyneke, Mignon, 2014. "Should new online stores invest in social presence elements? The effect of social presence on initial trust formation," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 482-491.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:4:p:482-491
    DOI: 10.1016/j.jretconser.2014.03.004
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    Cited by:

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    2. Baki Rahmi, 2020. "Analysis of Factors Affecting Customer Trust in Online Hotel Booking Website Usage," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 10(2), pages 106-117, December.
    3. Lova Rajaobelina & Line Ricard, 2021. "Classifying potential users of live chat services and chatbots," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 81-94, June.
    4. Maria Vernuccio & Michela Patrizi & Maja Šerić & Alberto Pastore, 2023. "The perceptual antecedents of brand anthropomorphism in the name-brand voice assistant context," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 302-317, July.
    5. Nils Engelbrecht & Tim-Benjamin Lembcke & Alfred Benedikt Brendel & Kilian Bizer & Lutz M. Kolbe, 2021. "The Virtual Online Supermarket: An Open-Source Research Platform for Experimental Consumer Research," Sustainability, MDPI, vol. 13(8), pages 1-25, April.
    6. Nripesh Trivedi & Daniel Adomako Asamoah & Derek Doran, 0. "Keep the conversations going: engagement-based customer segmentation on online social service platforms," Information Systems Frontiers, Springer, vol. 0, pages 1-19.
    7. Lalicic, Lidija & Weismayer, Christian, 2021. "Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents," Journal of Business Research, Elsevier, vol. 129(C), pages 891-901.
    8. Leong, Lai-Ying & Hew, Teck-Soon & Ooi, Keng-Boon & Chong, Alain Yee-Loong, 2020. "Predicting the antecedents of trust in social commerce – A hybrid structural equation modeling with neural network approach," Journal of Business Research, Elsevier, vol. 110(C), pages 24-40.
    9. Guanrong Liu & Soey Sut Ieng Lei & Rob Law, 2022. "Enhancing social media branded content effectiveness: strategies via telepresence and social presence," Information Technology & Tourism, Springer, vol. 24(2), pages 245-263, June.
    10. Bataoui, Soffien, 2022. "When e-commerce becomes more human by transposing the hospitality concept to merchant websites," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    11. Talwar, Shalini & Dhir, Amandeep & Khalil, Ashraf & Mohan, Geetha & Islam, A.K.M. Najmul, 2020. "Point of adoption and beyond. Initial trust and mobile-payment continuation intention," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    12. Nada Mallah Boustani & May Merhej Sayegh & Zaher Boustany, 2022. "Attitude towards Online Shopping during Pandemics: Do Gender, Social Factors and Platform Quality Matter?," JRFM, MDPI, vol. 15(10), pages 1-18, October.
    13. Park, JungKun & Hong, EunPyo & Park, Yun-na, 2023. "Toward a new business model of retail industry: The role of brand experience and brand authenticity," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    14. Pillai, Rajasshrie & Sivathanu, Brijesh & Dwivedi, Yogesh K., 2020. "Shopping intention at AI-powered automated retail stores (AIPARS)," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    15. Nripesh Trivedi & Daniel Adomako Asamoah & Derek Doran, 2018. "Keep the conversations going: engagement-based customer segmentation on online social service platforms," Information Systems Frontiers, Springer, vol. 20(2), pages 239-257, April.
    16. Martin, Jillian & Mortimer, Gary & Andrews, Lynda, 2015. "Re-examining online customer experience to include purchase frequency and perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 81-95.
    17. Otterbring, Tobias, 2021. "Peer presence promotes popular choices: A “Spicy†field study on social influence and brand choice," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).

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