چه زمانی اعتماد و بی اعتمادی با یکدیگر برخورد آنلاین میکنند: تولید و نقش تردید مصرف کننده در رفتار مصرف کننده آنلاین

Using an empirical study of online consumer behavior with 521 experienced online consumers, we found strong empirical validation for our newly proposed model. We provide evidence that suspicion and situational abnormalities are separate, important antecedents to distrust. We also examine the effect of ambivalence on the truster’s intentions toward the website and find a small positive effect that increases the user’s intentions toward the website. Finally, we empirically demonstrate the coexistence of trust and distrust as separate constructs and emphasize that distrust has a much larger impact on the truster’s intentions than does trust. We conclude with implications for theory and practice, along with a discussion of the limitations of and future opportunities revealed by this study.