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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.

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  • 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.
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    5. 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.
    6. Xiangdong Shen & Junbin Wang, 2024. "How short video marketing influences purchase intention in social commerce: the role of users’ persona perception, shared values, and individual-level factors," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    7. 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.
    8. 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).
    9. 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).
    10. 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).
    11. 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).
    12. Tan, Fuqiang & Li, Xi & Agarwal, Reeti & Joshi, Yatish & Yaqub, Muhammad Zafar, 2024. "Does multilingual packaging influence purchasing in retail segment? Evidence from multiple experiments," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    13. 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.
    14. 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.
    15. 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).
    16. 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.
    17. Ma. Corazon C. Villanueva & Antonino F. Alejandro & Ghiezel D. Regala, 2024. "Effect of Food Vlogging on Attitudes and Purchase Intention of Diners’ Restaurant Selection," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(4), pages 1673-1684, April.
    18. 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.
    19. 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.
    20. 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.
    21. Soffien Bataoui, 2022. "When e-commerce becomes more human by transposing the hospitality concept to merchant websites," Post-Print hal-03981281, HAL.

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