Effects of Trust Repairing Strategies on Competence Violation

Yan Li; Zhaojun Wang

doi:doi:10.11648/j.si.20180602.14

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Effects of Trust Repairing Strategies on Competence Violation

Yan Li, Zhaojun Wang

Published in Science Innovation (Volume 6, Issue 2)

Received: 20 June 2018 Published: 22 June 2018

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Abstract

Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.

Published in	Science Innovation (Volume 6, Issue 2)
DOI	10.11648/j.si.20180602.14
Page(s)	73-79
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2018. Published by Science Publishing Group

Keywords

Competence Violation, Trust, Trust Repairing Strategy, E-Commerce

References

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Yan Li, Zhaojun Wang. (2018). Effects of Trust Repairing Strategies on Competence Violation. Science Innovation, 6(2), 73-79. https://doi.org/10.11648/j.si.20180602.14

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Yan Li; Zhaojun Wang. Effects of Trust Repairing Strategies on Competence Violation. Sci. Innov. 2018, 6(2), 73-79. doi: 10.11648/j.si.20180602.14

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AMA Style

Yan Li, Zhaojun Wang. Effects of Trust Repairing Strategies on Competence Violation. Sci Innov. 2018;6(2):73-79. doi: 10.11648/j.si.20180602.14

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@article{10.11648/j.si.20180602.14,
  author = {Yan Li and Zhaojun Wang},
  title = {Effects of Trust Repairing Strategies on Competence Violation},
  journal = {Science Innovation},
  volume = {6},
  number = {2},
  pages = {73-79},
  doi = {10.11648/j.si.20180602.14},
  url = {https://doi.org/10.11648/j.si.20180602.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.si.20180602.14},
  abstract = {Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.},
 year = {2018}
}

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TY - JOUR
T1 - Effects of Trust Repairing Strategies on Competence Violation
AU - Yan Li
AU - Zhaojun Wang
Y1 - 2018/06/22
PY - 2018
N1 - https://doi.org/10.11648/j.si.20180602.14
DO - 10.11648/j.si.20180602.14
T2 - Science Innovation
JF - Science Innovation
JO - Science Innovation
SP - 73
EP - 79
PB - Science Publishing Group
SN - 2328-787X
UR - https://doi.org/10.11648/j.si.20180602.14
AB - Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.
VL - 6
IS - 2
ER -

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Author Information

Yan Li

School of Management, China University of Mining and Technology (Beijing), Beijing, China
Zhaojun Wang

School of Management, China University of Mining and Technology (Beijing), Beijing, China

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APA Style

Yan Li, Zhaojun Wang. (2018). Effects of Trust Repairing Strategies on Competence Violation. Science Innovation, 6(2), 73-79. https://doi.org/10.11648/j.si.20180602.14

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ACS Style

Yan Li; Zhaojun Wang. Effects of Trust Repairing Strategies on Competence Violation. Sci. Innov. 2018, 6(2), 73-79. doi: 10.11648/j.si.20180602.14

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AMA Style

Yan Li, Zhaojun Wang. Effects of Trust Repairing Strategies on Competence Violation. Sci Innov. 2018;6(2):73-79. doi: 10.11648/j.si.20180602.14

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@article{10.11648/j.si.20180602.14,
  author = {Yan Li and Zhaojun Wang},
  title = {Effects of Trust Repairing Strategies on Competence Violation},
  journal = {Science Innovation},
  volume = {6},
  number = {2},
  pages = {73-79},
  doi = {10.11648/j.si.20180602.14},
  url = {https://doi.org/10.11648/j.si.20180602.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.si.20180602.14},
  abstract = {Trust is an important precondition for the healthy development of e-commerce. But, due to lack of experiences, trust established online is more prone to damage, preventing the further development of e-commerce. It is of great value to know how to effectively repair damaged trust. Competence is an important dimension of trust, and competence violation is a common form of trust violation. Therefore, this research attempts to identify effective strategies to repair competence violation. According to a seller’s competence involved in online sales, this research categorizes competence violation into the violation of assurance ability of product quality, communication ability, and supporting ability. Meanwhile, this research identifies affective repairing strategy and functional repairing strategy and proposes that these two strategies will have positive effects on repairing the three types of competence violation. The data is collected via field survey and a total of 324 effective questionnaires are collected. By PLS-based structural equation modelling, this research verifies the proposed research model and indicates that compared with the functional repairing strategy, the affective repairing strategy is more effective at repairing competence violation. The conclusion of this research further enriches the extant theory of trust repairing and provides guidance for sellers to more effectively remedy damaged trust.},
 year = {2018}
}

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