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A Holistic Framework for Trust in Online Transactions

Lookup NU author(s): Professor Feng Li, Dr Dariusz Pienkowski, Professor Aad van Moorsel, Dr Christopher Smith


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This paper systematically reviews previous studies of trust from social, economic and technological perspectives and develops a holistic framework for trust, which can be used to analyse the establishment and maintenance of trust in online transactions, and identify the mechanisms that can be used to increase trust. Trust plays a crucial role in the formation of dependent relationships represented by online transactions, and a holistic treatment of trust is necessary because of the gap that exists between the developments in information systems and our understanding of their social and economic implications, and the impact on the perceived trust of the transacting parties. This review enables us to depict an online transaction through its attributes and context, and systematically map these to identified trust antecedents. The key components and processes of the framework are outlined, and three strands of empirical work are discussed to develop it further. The framework highlights the critical role of institutions in the establishment and maintenance of trust in online transactions, which informs the development of e-commerce and e-business platforms and the underpinning information systems, and facilitates the establishment of mechanisms to induce additional institutions to increase trust in online transactions.

Publication metadata

Author(s): Li F, Pienkowski D, van Moorsel A, Smith C

Publication type: Article

Publication status: Published

Journal: International Journal of Management Reviews

Year: 2011

Volume: 13

Issue: 2

Pages: 218–235

Print publication date: 17/05/2011

ISSN (print): 1460-8545

ISSN (electronic): 1468-2370

Publisher: John Wiley & Sons Ltd.


DOI: 10.1111/j.1468-2370.2011.00311.x


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