 Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailersElissar Toufaily, Nizar Souiden and Riadh Ladhari Journal of Retailing and Consumer Services, 2013, vol. 20, issue 6, 538-548 Abstract: This paper examines the effects of security/privacy and social presence of retailers on consumer's e-trust in two different contexts: pure click and click and brick retailers. It explores how e-trust affects consumer attitudes toward websites and WOM. A conceptual model is tested using Structural Equation Modeling, on a random sample of 989 French customers. Results suggest that perceived website social presence and perceived security/privacy exert strong and positive impacts on website credibility and benevolence, which in turn directly influence website attitudes and indirectly influence word-of-mouth. One major difference between pure click and click-and-brick retailers is that the role of social presence in developing online benevolence is more important in the case of pure click retailers. The study concludes with managerial implications that may be useful in retail marketing. Keywords: Online customer trust; Retailer multichannel; Website security/privacy; Website social presence; Benevolence; Credibility (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:20:y:2013:i:6:p:538-548 DOI: 10.1016/j.jretconser.2013.05.001 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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