When trust and distrust collide online: The engenderment and role of consumer ambivalence in online consumer behavior

作者：

Highlights：

• We show that situational abnormalities and suspicion are separate antecedents of distrust in e-commerce.

• We find that ambivalence modestly affects truster’s intentions in e-commerce.

• We demonstrate empirically that trust and distrust are separate constructs in e-commerce.

• We establish that distrust has a larger impact than trust in e-commerce.

摘要

•We show that situational abnormalities and suspicion are separate antecedents of distrust in e-commerce.•We find that ambivalence modestly affects truster’s intentions in e-commerce.•We demonstrate empirically that trust and distrust are separate constructs in e-commerce.•We establish that distrust has a larger impact than trust in e-commerce.

论文关键词：Trust,Distrust,Ambivalence,Online behavior,e-commerce,Situational abnormality,Situational normality,Suspicion,Systematic processing,Discriminative encoding,Heuristic–systematic dual-processing model (HSM),Least-effort principle,Sufficiency principle

论文评审过程：Received 15 October 2013, Revised 9 May 2014, Accepted 18 May 2014, Available online 2 June 2014.

论文官网地址：https://doi.org/10.1016/j.elerap.2014.05.001