A 2020 research commentary on the trust repair life cycle for “How to use apology and compensation to repair competence- versus integrity-based trust violations in e-commerce.”

摘要

Trust is the stepping-stone for successful e-commerce relationships while trust violations in e-commerce are common phenomena. Recovering consumer trust as quickly and effectively as possible is a top priority for e-commerce companies. However, what the underlying mechanism for trust violation repair is remains unclear so far. In order to address this gap, more studies should be conducted for trust repair in the e-commerce context. According to the prior literature, approaches for repairing trust in the short term have begun to be addressed, whereas the long-term approaches have received little attention. Accordingly, a comprehensive model that combines both short-term and long-term repairing approaches is necessary and should be explored.