Publication Type
Journal Article
Version
publishedVersion
Publication Date
4-2003
Abstract
Customer trust, which is crucial for the growth and success of mobile commerce, is discussed. Building customer trust is a complex process that involves technology and business practices as well as movement from initial trust formation to continuous trust development. Gaining customer trust involves consideration of its three components: competence trust, predictability trust and goodwill trust. From a customer's perspective, competence trust in e-commerce is built upon the Internet vendor's skills, expertise and operational abilities.
Keywords
Body language, Customer relationships, Mobile commerce, Personal information
Discipline
Digital Communications and Networking | E-Commerce
Research Areas
Data Science and Engineering; Information Systems and Management
Publication
Communications of the ACM
Volume
46
Issue
4
First Page
91
Last Page
94
ISSN
0001-0782
Identifier
10.1145/641205.641211
Publisher
Association for Computing Machinery (ACM)
Citation
SIAU, Keng and SHEN, Zixing.
Building customer trust in mobile commerce. (2003). Communications of the ACM. 46, (4), 91-94.
Available at: https://ink.library.smu.edu.sg/sis_research/9590
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.1145/641205.641211