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Trust and Loyalty in Electronic Commerce An Agency Theory Perspective
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Zeinab Karake-Shalhoub
Foreword by John R. Petty
Book Code: Q472
ISBN: 1-56720-472-4
ISBN-13: 978-1-56720-472-8
240 pages, tables
Quorum Books
Publication: 11/30/2002
List Price: $105.00 (UK Sterling Price: £59.95)
Availability: In Stock
Media Type: Hardcover
Also Available: Ebook
Trim Size: 6 1/8 x 9 1/4
Subjects: Reviews:
  • Written in a clear style while maintaining academic rigour, this is a book to inspire thoughtful reflection and further research rather than providing the sort of dubious quick fixes peddled by the once-over lightly merchants that plague airport bookstalls. Readers will need to have a serious working knowledge of the issues to understand and benefit from the insights delivered by the original research reported in this volume....The book will be of professional interest to strategically-oriented executives in electronic commerce, academics researching in that field, and as an example of how to put together a good report of a major research project.
    —The Journal of Consumer Marketing     2004
Description: Karake-Shalhoub uses agency theory to ground her empirical analysis of more than 100 e-commerce firms in this highly readable examination of trust in e-commerce relational exchanges. She identifies several trust-building measures, including privacy statements, the existence of a chief privacy officer, and a trusted third-party seal of approval; companies are then evaluated based on an index of those trust builders. She demonstrates that there is a positive relationship between management ownership and trust, and that managers who fail to protect the interests of their stockholders-as well as their own-will never gain customer loyalty. Any business considering a move into e-commerce, or re-evaluating an earlier investment in online marketing and retailing, will benefit greatly from Karake-Shalhoub's insights. The timeliness of this study--the first of its kind--and its unique agency-theory perspective allow for an analysis of the appropriateness of e-business and e-commerce for certain businesses. What are e-commerce businesses that are developing loyalty and building trust doing differently than their less successful competitors? How are successful companies moving from traditional applications to the new breed of integrated e-commerce architectures? Karake-Shalhoub answers these and other pressing questions for senior and mid-level managers and strategic planners, corporate executives charged with incorporating an e-commerce strategy into their long-range plans, chief privacy officers, regulatory policymakers, and students of e-commerce, customer relationship management, and online marketing.
Table of Contents:
  • Preface
  • Establishing the Context
  • Trust in Electronic Commerce
  • Electronic Commerce: A Review
  • Information Technology, Agency Theory, and Control
  • Methodology and Development of Hypotheses
  • Empirical Investigation
  • Where Do We Go from Here?
  • Bibliography
  • Index
LC Card Number: 2002024806
LCC Class: HF5548
Dewey Class: 658
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