线上到线下(O2O)平台上的渠道间与渠道内信任转移

IF 1.2 4区管理学 Q4 BUSINESS

Canadian Journal of Administrative Sciences-Revue Canadienne Des Sciences De L Administration Pub Date : 2021-11-11 DOI:10.1002/cjas.1654

Zicheng Ma, Liang Wang, Eric Ping Hung Li, Jianqi Zhang

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引用次数: 1

摘要

现有文献承认信任在企业与客户之间的重要作用，但很少关注信任转移过程中的信任动态。我们对Doctor &You在中国，一个医疗线上到线下(O2O)平台，并确定了客户，商家和平台之间互动的三个阶段，以及关键因素如何影响不同阶段的制度，认知和情感信任的发展。研究结果提出了渠道间和渠道内信任转移的阶段模型，揭示了O2O平台信任转移过程的动态方面。

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Inter- versus intra-channel trust transfer on an online-to-offline (O2O) platform

The existing literature acknowledges the important role of trust between a firm and its customers but pays little attention to the dynamics of trust during the process of trust transfer. Our case study of the emergence of Doctor & You in China, a medical online-to-offline (O2O) platform, and identifies three phases of interaction between customers, merchants, and the platform and how the critical contributing factors impact the development of institutional, cognitive, and affective trust across the different phases. The results suggest a staged model for trust transfer through both inter- and intra-channels, revealing the dynamic aspect of the trust transfer process on an O2O platform.

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来源期刊

Canadian Journal of Administrative Sciences-Revue Canadienne Des Sciences De L Administration Multiple-

CiteScore

3.40

自引率

13.60%

发文量

期刊介绍： The Canadian Journal of Administrative Sciences (CJAS) is a multidisciplinary, peer-reviewed, international quarterly that publishes manuscripts with a strong theoretical foundation. The journal welcomes literature reviews, quantitative and qualitative studies as well as conceptual pieces. CJAS is an ISI-listed journal that publishes papers in all key disciplines of business. CJAS is a particularly suitable home for manuscripts of a crossdisciplinary nature. All papers must state in an explicit and compelling way their unique contribution to advancing theory and/or practice in the administrative sciences.