Communications of the ACM
The effect of negative buyer feedback on prices in Internet auction markets
ICIS '00 Proceedings of the twenty first international conference on Information systems
Developing and Validating Trust Measures for e-Commerce: An Integrative Typology
Information Systems Research
Is anybody out there?: antecedents of trust in global virtual teams
Journal of Management Information Systems - Special section: Managing virtual workplaces and teleworking with information technology
Information Systems Research
The Role of Reputation Systems in Reducing On-Line Auction Fraud
International Journal of Electronic Commerce
Estimating Time Required to Reach Bid Levels in Online Auctions
Journal of Management Information Systems
How does leadership affect information systems success? The role of transformational leadership
Information and Management
Expert Stock Picker: The Wisdom of (Experts in) Crowds
International Journal of Electronic Commerce
Counterfeit Products on the Internet: The Role of Seller-Level and Product-Level Information
International Journal of Electronic Commerce
Building Consumer-to-Consumer Trust in E-Finance Marketplaces: An Empirical Analysis
International Journal of Electronic Commerce
Systematic analysis of centralized online reputation systems
Decision Support Systems
Consumers rule: How consumer reviews influence perceived trustworthiness of online stores
Electronic Commerce Research and Applications
International Journal of Business Information Systems
The importance of individual characteristics on consideration sets for online auction buyers
Journal of Theoretical and Applied Electronic Commerce Research
Journal of Computer-Mediated Communication
Still in Fashion?: A Study on Facebook Usage
International Journal of Virtual Communities and Social Networking
IJCAI'13 Proceedings of the Twenty-Third international joint conference on Artificial Intelligence
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Previous research on reputation systems primarily focused on their trust-building function. The present research addresses their trust-rebuilding function-specifically, the role of the short text comments given in reaction to negative feedback. Rebuilding trust is often necessary because on-line markets are noisy environments. The results of two experimental studies of eBay users show that trustworthiness judgments are influenced by the text comments accompanying negative feedback and also by whether a trust violation is perceived as competence-based or morality-based. Plain apologies were more successful than denials in repairing trust. These effects were mediated by the perceived believability of the comments. Thus, to avoid the detrimental effect of noise on trust, operators of on-line marketplaces should encourage text feedback comments and reactions.