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Effects of Trust Repairing Strategies on Competence Violation

Received: 20 June 2018    Accepted:     Published: 22 June 2018
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Abstract

Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.

DOI 10.11648/j.si.20180602.14
Published in Science Innovation (Volume 6, Issue 2, April 2018)
Page(s) 73-79
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Competence Violation, Trust, Trust Repairing Strategy, E-Commerce

References
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Author Information
  • School of Management, China University of Mining and Technology (Beijing), Beijing, China

  • School of Management, China University of Mining and Technology (Beijing), Beijing, China

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    Yan Li, Zhaojun Wang. (2018). Effects of Trust Repairing Strategies on Competence Violation. Science Innovation, 6(2), 73-79. https://doi.org/10.11648/j.si.20180602.14

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    ACS Style

    Yan Li; Zhaojun Wang. Effects of Trust Repairing Strategies on Competence Violation. Sci. Innov. 2018, 6(2), 73-79. doi: 10.11648/j.si.20180602.14

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    AMA Style

    Yan Li, Zhaojun Wang. Effects of Trust Repairing Strategies on Competence Violation. Sci Innov. 2018;6(2):73-79. doi: 10.11648/j.si.20180602.14

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  • @article{10.11648/j.si.20180602.14,
      author = {Yan Li and Zhaojun Wang},
      title = {Effects of Trust Repairing Strategies on Competence Violation},
      journal = {Science Innovation},
      volume = {6},
      number = {2},
      pages = {73-79},
      doi = {10.11648/j.si.20180602.14},
      url = {https://doi.org/10.11648/j.si.20180602.14},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.si.20180602.14},
      abstract = {Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.},
     year = {2018}
    }
    

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  • TY  - JOUR
    T1  - Effects of Trust Repairing Strategies on Competence Violation
    AU  - Yan Li
    AU  - Zhaojun Wang
    Y1  - 2018/06/22
    PY  - 2018
    N1  - https://doi.org/10.11648/j.si.20180602.14
    DO  - 10.11648/j.si.20180602.14
    T2  - Science Innovation
    JF  - Science Innovation
    JO  - Science Innovation
    SP  - 73
    EP  - 79
    PB  - Science Publishing Group
    SN  - 2328-787X
    UR  - https://doi.org/10.11648/j.si.20180602.14
    AB  - Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.
    VL  - 6
    IS  - 2
    ER  - 

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