Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailers

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.     

Assessing the effectiveness of Covid-19 financial product innovations in supporting financially distressed firms and households in the UAE

Journal of Financial Services Marketing - Covid-19 has affected the global economy, influencing firm and household financial decisions worldwide. The Central Bank of the United Arab Emirates...     

An integrative model of installed online trust in the financial services industry

Trust is crucial for any long-term consumer–vendor relationship. It is a central component in many traditional and electronic commercial activities. Studies to date have mostly examined the antecedents that influence initial online trust (new customers), neglecting installed trust in the online company. Thus, the purpose of this article is to test an integrative model of installed online trust in the financial services industry. An online survey conducted with 476 panel members reveals that three website features, namely, design, perceived security/privacy and information quality, as well as quality of support (relationship characteristic), positively affect installed online trust. Findings show that unlike for initial online trust, reputation (company characteristic) does not influence installed online trust. The study also confirmed that installed online trust influences the four levels of loyalty (cognitive, affective, conative and behavioural). Some practical implications are provided.