How to use apology and compensation to repair competence-versus integrity-based trust violations in e-commerce

作者：

Highlights：

• A 2 × 2 × 2 experimental design is conducted to analyze the trust repair in E-commerce.

• For different violation types, different strategies should be adopted to repair trust.

• Compensation-type repair trust effectively when apology-type is not effective and compensation-type repair trust ineffectively when apology-type is effective.

• Based on the experimental results, some implications about how to repair trust are proposed.

摘要

•A 2 × 2 × 2 experimental design is conducted to analyze the trust repair in E-commerce.•For different violation types, different strategies should be adopted to repair trust.•Compensation-type repair trust effectively when apology-type is not effective and compensation-type repair trust ineffectively when apology-type is effective.•Based on the experimental results, some implications about how to repair trust are proposed.

论文关键词：Trust repair,Apology,Compensation,Competence-based violation,Integrity-based violation,E-commerce

论文评审过程：Received 28 February 2018, Revised 19 August 2018, Accepted 8 November 2018, Available online 10 November 2018, Version of Record 20 November 2018.

论文官网地址：https://doi.org/10.1016/j.elerap.2018.11.001