The Role of Trust in Web-based Customer Relationships

In: Towards the Knowledge Society : Proceedings of the 2nd IFIP Conference on eCommerce, eBusiness, and eGovernment / Monteiro, J.; Swatman, Paula; Tavares, L. (Hrsg.)
Lisbon (2002), S. 131-144
Buchaufsatz / Kapitel / Fach: Wirtschaftswissenschaften
Abstract:
Maintaining individualized relationships to high-valued customers
	becomes more and more important in increasingly globalized and transparent
	markets. This paper discusses the concept of trust and its relevance
	for retaining customers in E-commerce. A model for buyerseller relationship
	development processes is applied showing that different stages of
	a relationship to a customer require different trustbuilding measures.