Quality management. Customer satisfaction. Guidelines for business-to-consumer electronic commerce transactions

2015 ◽  
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Electronic Commerce ◽  
Consumer Electronic ◽  
Business To Consumer

Revisiting the role of web assurance seals in business-to-consumer electronic commerce

2008 ◽  
Vol 44 (4) ◽  
pp. 1000-1015 ◽  
Author(s):  
Dan J. Kim ◽  
Charles Steinfield ◽  
Ying-Ju Lai
Keyword(s):  
Electronic Commerce ◽  
Consumer Electronic ◽  
Business To Consumer

Antecedents of Consumer Trust in B2C Electronic Commerce and Mobile Commerce

2011 ◽  
pp. 158-176
Author(s):  
Dan J. Kim
Keyword(s):  
Electronic Commerce ◽  
Large Scale ◽  
Reference Model ◽  
Mobile Commerce ◽  
Third Party ◽  
Consumer Trust ◽  
Consumer Electronic ◽  
Proposed Model ◽  
Key Issues ◽  
Business To Consumer

Despite the importance of trust in electronic commerce including mobile commerce, there is insufficient theory and model concerning the determinants of consumer trust in business-to-consumer electronic commerce. Thus, the purpose of this chapter is to: i) identify the major antecedents of a consumer’s trust in electronic commerce and mobile commerce contexts through a large-scale literature review, ii) develop an integrative trust antecedent reference model summarizing the antecedents of consumer trust, and iii) finally discuss six categories of mobile applications as future trends of technologies and key issues related to consumer trust area in electronic commerce. In addition, to provide the validity of the proposed reference model, this chapter also proposes a research model derived from the reference model and discusses the constructs of the proposed model in detail. The chapter concludes that building trust is not simply an issue related to consumer-technology-buyer, but it is a complex issue that involves the interactions of key elements (buyer, seller, third-party, technology, and market environment) at least.

scholarly journals The Regulation of Online Dispute Resolution: Effectiveness of Online Consumer Protection Guidelines

2013 ◽  
Vol 17 (2) ◽  
pp. 251 ◽  
Author(s):  
Kananke Chinthaka Liyanage
Keyword(s):  
Electronic Commerce ◽  
Dispute Resolution ◽  
Consumer Protection ◽  
Online Dispute Resolution ◽  
Consumer Electronic ◽  
Business To Consumer ◽  
Online Consumer ◽  
Dispute Resolution Mechanism ◽  
Regulatory Models ◽  
Made In

Regulation of online dispute resolution (ODR) has become an important element in the conceptualisation of its role as an appropriate dispute resolution mechanism. Given the lack of specific legislation regarding ODR nationally and internationally, there is a growing tendency towards seeking appropriate regulatory models for its regulation in the ODR literature, international organisations, governments and the private sector. While recognising the valuable contributions made in all these fields, this article maps the regulatory approaches for ODR adopted by governments in the Guidelines for Consumer Protection in the Context of Electronic Commerce developed by the Organisation for Economic Co-operation and Development in 1999 and the Australian Guidelines for Electronic Commerce in 2006. In addition, the viability of the regulatory approaches of these instruments is explored in the context of online consumer arbitration used for the resolution of cross-border business-to-consumer electronic commerce disputes. In the course of the discussion, some insights on further improvements to these guidelines are also provided.

Business-to-Consumer Electronic Commerce in Developing Countries

2011 ◽  
pp. 489-494 ◽  
Author(s):  
Janet Toland ◽  
Robert Klepper
Keyword(s):  
Developing Countries ◽  
Electronic Commerce ◽  
Internet Access ◽  
Developed Countries ◽  
The Internet ◽  
Less Developed Countries ◽  
Public And Private ◽  
Consumer Electronic ◽  
The World ◽  
Business To Consumer

Electronic commerce describes the process of buying, selling, transferring, or exchanging products, services, or information via computer networks including the Internet. In business-to-consumer electronic commerce, the sellers are organisations, and the buyers are individuals (Turban, Leidner, McLean, & Wetherbe, 2005). Business-to-consumer electronic commerce provides opportunities for less-developed countries to reduce transaction costs and bypass some of the intermediary linkages to connect to global supply chains (Molla & Licker, 2005). Though predictions vary, statistics seem to point to significant growth of the use of the Internet among businesses and consumers in developing countries in the next 10 years (Hawk, 2004). The focus here is to explore the potential for business-to-consumer electronic commerce in less-developed countries. The approach taken is to review the current worldwide usage of the Internet; to identify the factors necessary for e-readiness; to explore the barriers to business-to-consumer electronic commerce; and to identify strategies that can be adopted by both the public and private sectors to overcome these barriers. By the end of 2003, developing countries accounted for more than one third of new Internet users worldwide. Though Internet access is rapidly increasing, most residents of developing countries still have no access to the Internet. For example, Internet access in Africa is less than 2% in a population of over 900 million, the lowest rate of access in the world (Dunphy, 2000; UNCTAD, 2004). Businessto- consumer electronic commerce in less-developed countries will grow in the future, but progress will be slowed by technological, cultural, economic, political, and legal problems (Davis, 1999; Enns & Huff, 1999). Differences in e-readiness and related barriers to electronic commerce will sustain substantial differences between regions of the world, between countries within regions, between urban and rural areas within countries, and between the genders and age groups. Despite the difficulties, when the basic communications infrastructure is available, options do exist to undertake business-to-consumer electronic commerce in less-developed countries.

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