Building consumer trust online
Communications of the ACM
Behavioral Model of Online Purchasers in E-Commerce Environment
Electronic Commerce Research
Consumer trust in an Internet store
Information Technology and Management
Do privacy seals in e-commerce really work?
Communications of the ACM - Mobile computing opportunities and challenges
An empirical investigation of decision-making satisfaction in web-based decision support systems
Decision Support Systems
On the Depth and Dynamics of Online Search Behavior
Management Science
Information Systems Research
Introduction to the Special Issue: Marketing in the E-Channel
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Role of word of mouth in online store loyalty
Communications of the ACM - Urban sensing: out of the woods
Information Systems Research
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
Part 2: emerging issues for secure knowledge management-results of a Delphi study
IEEE Transactions on Systems, Man, and Cybernetics, Part A: Systems and Humans
The effect of pre- and post-service performance on consumer evaluation of online retailers
Decision Support Systems
Excess Loyalty in Online Retailing
International Journal of Electronic Commerce
Metamodeling to Control and Audit E-Commerce Web Applications
International Journal of Electronic Commerce
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This study explores how third-party assurance seals, a privacy service provided by vendors to mitigate customers' fears, has an impact on on-line customer satisfaction and repeat-purchase intention. It asks the following research questions: Do assurance seals influence on-line service experience? If so, how do they affect consumers' satisfaction and repeat-purchase intention? The study shows, first, that seals provide a frame such that a consumer's overall satisfaction and repeat-purchase intention would be higher when vendors provide assurance seals than when they do not. Second, applying the concept of diminishing sensitivity, it shows that consumers would be subjectively less sensitive to service performance of vendors who provide seals than vendors who do not provide seals. The hypotheses are tested on data obtained from Bizrate.com. The empirical analysis supports the hypotheses.