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
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.
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