Trust and Loyalty in Electronic Commerce : An Agency Theory Perspective

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Trust and Loyalty in Electronic Commerce : An Agency Theory Perspective

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  • 製本 Hardcover:ハードカバー版/ページ数 240 p.
  • 言語 ENG
  • 商品コード 9781567204728
  • DDC分類 658

基本説明

Uses agency theory to ground an empirical analysis of more than 100 e-commerce firms.

Full Description

Karake-Shalhoub uses agency theory to ground her empirical analysis of more than 100 e-commerce firms in this highly readable examination of trust in e-commerce relational exchanges. She identifies several trust-building measures, including privacy statements, the existence of a chief privacy officer, and a trusted third-party seal of approval; companies are then evaluated based on an index of those trust builders. She demonstrates that there is a positive relationship between management ownership and trust, and that managers who fail to protect the interests of their stockholders-as well as their own-will never gain customer loyalty. Any business considering a move into e-commerce, or re-evaluating an earlier investment in online marketing and retailing, will benefit greatly from Karake-Shalhoub's insights.

The timeliness of this study—the first of its kind—and its unique agency-theory perspective allow for an analysis of the appropriateness of e-business and e-commerce for certain businesses. What are e-commerce businesses that are developing loyalty and building trust doing differently than their less successful competitors? How are successful companies moving from traditional applications to the new breed of integrated e-commerce architectures? Karake-Shalhoub answers these and other pressing questions for senior and mid-level managers and strategic planners, corporate executives charged with incorporating an e-commerce strategy into their long-range plans, chief privacy officers, regulatory policymakers, and students of e-commerce, customer relationship management, and online marketing.

Contents

Preface
Establishing the Context
Trust in Electronic Commerce
Electronic Commerce: A Review
Information Technology, Agency Theory, and Control
Methodology and Development of Hypotheses
Empirical Investigation
Where Do We Go from Here?
Bibliography
Index