Faut-il se soumettre à la dictature de la transparence ?

Audrey Portes (), Anne-Sophie Cases () and Gilles N'Goala ()
Additional contact information
Audrey Portes: MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier
Anne-Sophie Cases: MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier
Gilles N'Goala: MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier

Post-Print from HAL

Abstract: This research proposes to explain the relationship between perceived transparency and trust in a digital environment. A literature review was carried out and a qualitative exploratory study on two samples validated the multi-dimensionality of the perceived transparency construct (objectivity, clarity, openness) using the perceptions of 16 customers and 12 managers. An online quantitative study (panel of 445 respondents) conducted on the perceptions of Amazon customers has then helped to develop a measurement scale of perceived transparency and to understand the role of transparency on trust development. As a result, perceived objectivity is a factor of trust whereas clarity raises distrust.

Keywords: transparence numérique; relation client; digital; CRM; confiance; relationship management; trust (search for similar items in EconPapers)
Date: 2018-05-16
Note: View the original document on HAL open archive server: https://hal.science/hal-02563084v1
References: Add references at CitEc
Citations:

Published in Congrès de l'Association Française du Marketing, May 2018, Strasbourg, France

Downloads: (external link)
https://hal.science/hal-02563084v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02563084

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().