Article

Distrust and trust in B2C e-commerce: do they differ?

Authors:

D. Harrison McKnight,

Vivek ChoudhuryAuthors Info & Claims

ICEC '06: Proceedings of the 8th international conference on Electronic commerce: The new e-commerce: innovations for conquering current barriers, obstacles and limitations to conducting successful business on the internet

Pages 482 - 491

https://doi.org/10.1145/1151454.1151527

Published: 13 August 2006 Publication History

Abstract

Researchers have not studied e-commerce <u>distrust</u> as much as e-commerce <u>trust</u>. This study examines whether trust and distrust are distinct concepts. If trust and distrust are the same, lack of distrust research matters little. But if they are different, the lack of distrust research could be problematic because distrust may have a unique B2C impact. While some researchers believe distrust simply means a low level of trust, others believe distrust is a concept entirely separate from trust. For the latter to be true, trust and distrust variables must first demonstrate discriminant validity from each other, and second, differ in what they themselves predict. This paper tests whether or not trust and distrust variables are distinct. It finds that three sets of trust and distrust concepts are discriminant from each other and that they tend to predict different variables. The findings also show that distrust is an important predictor of risky B2C actions like willingness to share information and willingness to purchase.

References

[1]

Baba, M. L. Dangerous liaisons: Trust, distrust, and information technology in American work organizations. Human Organization, 58, 1999, 331--346.]]

[2]

Bagozzi, R. P., Yi, Y., and Phillips, L. W. Assessing construct validity in organizational research. Administrative Science Quarterly, 36, 1991, 421--458.]]

[3]

Benamati, J., Serva, M. A. and Fuller, M. A. Are trust and distrust distinct constructs? An empirical study of the effects of trust and distrust among online banking users. Proceedings of the Thirty-Ninth Annual Hawaii Internation Conference on System Sciences, IEEE, Los Alamitos, CA, January 4--7, 2006.]]

Digital Library

[4]

Bhattacherjee, A. Individual Trust in Online Firms: Scale Development and Initial Trust, Journal of Management Information Systems 19, 1, 2002, 213--243.]]

[5]

Bollen, K. A. 1989. Structural Equations with latent Variables. Wiley, New York.]]

[6]

Chin, W. W. The partial least squares approach to structural equation modeling, in Modern Methods for Business Research, ed. G. A. Marcoulides, Lawrence Erlbaum, Mahway, New Jersey, 1998, 295--336.]]

[7]

Daniel, E. V. and Knudsen, J. C. Mistrusting Refugees, University of California Press, Berkeley, CA, 1995.]]

[8]

Davis, F. D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 1989, 319--340.]]

Digital Library

[9]

Dellarocas, C. Building trust on-line; The design of reliable reputation reporting mechanisms for online trading communities. Center for EBusiness working paper 101, MIT Sloan School of Management, Cambridge, MA. Published (as of 2/01/02) at http://ebusiness.mit.edu/research/papers-number.html#101), 2001.]]

[10]

Deutsch, M. Trust and Suspicion. Journal of Conflict Resolution 2, 1958, 265--279]]

[11]

Gefen, D., Karahanna, E., and Straub, D. W., Trust and TAM in Online Shopping: An Integrated Model, MIS Quarterly, 27, 1, 2003a, 51--90.]]

Digital Library

[12]

Glass, G. V. and Stanley, J. C. Statistical Methods in Education and Psychology, Prentice-Hall, Englewood Cliffs, NJ, 1970]]

[13]

Hoffman, D. L., Novak, T. P. and Peralta, M. Building consumer trust online, Communications of the ACM, 42(4), 1999, 80--85.]]

Digital Library

[14]

Jarvenpaa, S. L., and Tractinsky, N. Consumer Trust in an Internet Store: A Cross-Cultural Validation, Journal of Computer-Mediated Communication 5, 2, 1999, 1--33.]]

[15]

Kehoe, L. Trust a Barrier to New E-Business Applications, Financial Times, April 30, 2002, http://news.ft.com/home/us/, accessed 5/01/02.]]

[16]

Kong, W. and Hung, Y. C. Modeling Initial and Repeat Online Trust in B2C E-commerce, Proceedings of the 39th Hawaii International Conference on System Sciences, 2006.]]

Digital Library

[17]

Kramer, R. M. and Cook, K. S. Trust and Distrust in Organizations: Dilemmas and Approaches, Russell Sage Foundation, New York, 2004.]]

[18]

Lee, J. N. and Huynh, M. Q. An Integrative Model of Trust on IT Outsourcing: From the Service Receiver's Perspective, Proceedings of the Ninth Pacific Asia Conference on Information Systems, July 7--10, 2005, 767--779.]]

[19]

Lewicki, R. J., McAllister, D. J., and Bies, R. J. Trust and Distrust: New Relationships and Realities. Academy of Management Review 23, 1998, 438--458.]]

[20]

Marshall, R. and Woonbong, N. An experimental study of the role of brand strength in the relationship between the medium of communication and perceived credibility of the message, Journal of Interactive Marketing 17, 3, 2003, 75--79.]]

[21]

Mayer, R. C., Davis, J. H., and Schoorman, F. D. An Integrative Model of Organizational Trust, Academy of Management Review 20, 3, July 1995, 709--734.]]

[22]

McKnight, D. H. and Chervany, N. L. Trust and distrust definitions: One bite at a time, in Falcone, R. Singh, M. and Tan, Y. H. (eds.) Trust in Cyber-Societies: Integrating the Human and Artificial Perspectives. Berlin: Springer, 2001, 27--54.]]

Digital Library

[23]

McKnight, D. H., Choudhury, V. and Kacmar, C. Developing and Validating Trust Measures for e-Commerce: An Integrative Typology, Information Systems Research, 13, 3, 2002a, 334--359.]]

Digital Library

[24]

McKnight, D. H., Choudhury, V. and Kacmar, C. The Impact of Initial Consumer Trust on Intentions to Transact with a Web Site: A Trust Building Model, Journal of Strategic Information Systems 11, 3--4, 2002b, 297--323.]]

[25]

McKnight, D. H., Cummings, L. L. and Chervany, N. L. 1998. Initial trust formation in new organizational relationships. Academy of Management Review, 23, 3, 473--490.]]

[26]

McKnight, D. H., Kacmar, C., and Choudhury, V., Dispositional Trust and Distrust Distinctions in Predicting High- and Low-Risk Internet Expert Advice Site Perceptions. e-Service Journal, 3, 2, 2004, 35--58.]]

[27]

OECD. The Economic and Social Impact of Electronic Commerce, report available at: http://www.oecd.org/subject/e_commerce/summary.htm, 1998.]]

[28]

Pavlou, P. A. Institution-based Trust in Interorganizational Exchange Relationships: The Role of Online B2B Marketplaces on Trust Formation, Journal of Strategic Information Systems 11, 3--4, 2002, 215--243.]]

[29]

Pavlou, P. A. and Gefen, D. Building effective online marketplaces with institution-based trust, Information Systems Research, 15, 1, 2004, 37--59.]]

Digital Library

[30]

Robinson, S. L. Trust and breach of the psychological contract. Administrative Science Quarterly, 41, 1996, 574--599.]]

[31]

Rotter, J. B. Interpersonal Trust, Trustworthiness, and Gullibility. American Psychologist, 35, 1980, 1--7]]

[32]

Schmitt, R. B. Lowering the bar: Lawyers flood web, but many ads fail to tell the whole truth. Wall Street Journal, February 15, 2001, A1, A12.]]

[33]

Schwab, D. P. Construct validity in organizational behavior. In B. M. Staw, L. L. Cummings eds. Research in Organizational Behavior, 2. 1980, 3--43.]]

[34]

Sitkin, S. B. and Roth, N. L. Explaining the limited effectiveness of legalistic "remedies" for trust/distrust. Organization Science, 4, 1993, 367--392.]]

Digital Library

[35]

Webb, E. J. Trust and Crisis. In Kramer, R. M., Tyler, T. R. (eds.): Trust in Organizations: Frontiers of Theory and Research. Sage, Thousand Oaks, CA, 1996, 288--301]]

[36]

Worchel, P. Trust and distrust. In W. G. Austin & S. Worchel (Eds.), The social psychology of intergroup relations: 174--187. Monterrey, CA: Brooks/Cole Publishing, 1979.]]

[37]

Zand, D. E. Trust and managerial problem solving, Administrative Science Quarterly, 17, 1972, 229--239.]]

Cited By

Razin YFeigh K(2024)Converging Measures and an Emergent Model: A Meta-Analysis of Human-Machine Trust QuestionnairesACM Transactions on Human-Robot Interaction10.1145/367761413:4(1-41)Online publication date: 13-Jul-2024
https://dl.acm.org/doi/10.1145/3677614
Hosseini Shoabjareh AGhasri MRoberts TLapworth ADobos NBoshuijzen-van Burken C(2024)The role of trust and distrust in technology usage: An in-depth investigation of traffic information apps usage for mandatory and non-mandatory tripsTravel Behaviour and Society10.1016/j.tbs.2024.10081637(100816)Online publication date: Oct-2024
https://doi.org/10.1016/j.tbs.2024.100816
Utz MJohanning SRoth TBruckner TStrüker J(2023)From ambivalence to trustInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2022.10249668:COnline publication date: 1-Feb-2023
https://dl.acm.org/doi/10.1016/j.ijinfomgt.2022.102496
Show More Cited By

Index Terms

Distrust and trust in B2C e-commerce: do they differ?
1. Applied computing
  1. Electronic commerce

Recommendations

Trust, distrust, and crowdfunding: A study on perceptions of institutional mechanisms
Highlights
- Distrust is a key determinant regarding a person’s behavior in the context of crowdfunding.
Abstract
In the context of crowdfunding, funder behavior is still an emerging issue that needs to be further explored. Distrust has been claimed as a major deterrent to an individual becoming a funder (Gerber and Hui, 2016); however, the ...
Why do we trust new technology? A study of initial trust formation with organizational information systems

Recent trust research in the information systems (IS) field has described trust as a primary predictor of technology usage and a fundamental construct for understanding user perceptions of technology. Initial trust formation is particularly relevant in ...
Trust and distrust on the web

We examine the content of trustful and distrustful user experience reports on the web.Distrust is mostly an effect of graphical and structural design issues of a website.Trust is based on social factors such as reviews or recommendations by friends. The ...

Comments

Please enable JavaScript to view thecomments powered by Disqus.

Information & Contributors

Information

Published In

cover image ACM Other conferences

ICEC '06: Proceedings of the 8th international conference on Electronic commerce: The new e-commerce: innovations for conquering current barriers, obstacles and limitations to conducting successful business on the internet

August 2006

624 pages

ISBN:1595933921

DOI:10.1145/1151454

Conference Chairs:
Mark S. Fox
University of Toronto, Canada
,
Bruce Spencer
National Research Council Canada

Copyright © 2006 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 13 August 2006

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Article

Acceptance Rates

ICEC '06 Paper Acceptance Rate 53 of 112 submissions, 47%;

Overall Acceptance Rate 150 of 244 submissions, 61%

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

71
Total Citations
View Citations
2,528
Total Downloads

Downloads (Last 12 months)112
Downloads (Last 6 weeks)6

Reflects downloads up to 14 Nov 2024

Other Metrics

View Author Metrics

Citations

Cited By

Razin YFeigh K(2024)Converging Measures and an Emergent Model: A Meta-Analysis of Human-Machine Trust QuestionnairesACM Transactions on Human-Robot Interaction10.1145/367761413:4(1-41)Online publication date: 13-Jul-2024
https://dl.acm.org/doi/10.1145/3677614
Hosseini Shoabjareh AGhasri MRoberts TLapworth ADobos NBoshuijzen-van Burken C(2024)The role of trust and distrust in technology usage: An in-depth investigation of traffic information apps usage for mandatory and non-mandatory tripsTravel Behaviour and Society10.1016/j.tbs.2024.10081637(100816)Online publication date: Oct-2024
https://doi.org/10.1016/j.tbs.2024.100816
Utz MJohanning SRoth TBruckner TStrüker J(2023)From ambivalence to trustInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2022.10249668:COnline publication date: 1-Feb-2023
https://dl.acm.org/doi/10.1016/j.ijinfomgt.2022.102496
Wu SShu YYang XHuang ZZhang XChen XPeng G(2023)Understanding Avoidance Behaviors of Users for Conversational AIDistributed, Ambient and Pervasive Interactions10.1007/978-3-031-34668-2_19(281-294)Online publication date: 9-Jul-2023
https://doi.org/10.1007/978-3-031-34668-2_19
Wang YFeng YLiang C(2023)How Digital Change and Innovation in the Workplace Affect Front-Line Employee Retention: A Cross-Sectional Study Based on the Aged Care IndustryE-Business. Digital Empowerment for an Intelligent Future10.1007/978-3-031-32299-0_7(72-83)Online publication date: 7-May-2023
https://doi.org/10.1007/978-3-031-32299-0_7
Shih HLai KGuo XGuo XCheng T(2022)Believe It or NotJournal of Global Information Management10.4018/JGIM.29432929:6(1-20)Online publication date: 24-May-2022
https://doi.org/10.4018/JGIM.294329
Eriksson NSöderström EÅhlfeldt R(2022)Patient Empoverment and its Connection to TrustProceedings of the 18th international symposium on health information management research10.15626/ishimr.2020.06Online publication date: 3-May-2022
https://doi.org/10.15626/ishimr.2020.06
Aryoputra MAgus A(2022)Analysis the Effect of Involvement on Brand's Social Media Instagram Account of Uniqlo Indonesia (@UniqloIndonesia) on Consumer Purchase Intention2022 5th International Conference of Computer and Informatics Engineering (IC2IE)10.1109/IC2IE56416.2022.9970099(139-144)Online publication date: 13-Sep-2022
https://doi.org/10.1109/IC2IE56416.2022.9970099
Barelka ABobko PWesselmann E(2022)Enhancing the understanding of suspicion development across time: two studies on human versus virtual teammates, goal type, impulsivity, and contrast effectsBehaviour & Information Technology10.1080/0144929X.2022.207007742:8(1253-1269)Online publication date: 27-May-2022
https://doi.org/10.1080/0144929X.2022.2070077
Kojan LBurbach LZiefle MCalero Valdez A(2022)Perceptions of behaviour efficacy, not perceptions of threat, are drivers of COVID-19 protective behaviour in GermanyHumanities and Social Sciences Communications10.1057/s41599-022-01098-49:1Online publication date: 24-Mar-2022
https://doi.org/10.1057/s41599-022-01098-4
Show More Cited By

View Options

Get Access

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

View options

PDF

View or Download as a PDF file.

eReader

View online with eReader.

Media

Figures

Other

Tables

View Table of Contents