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Elucidating trust-building sources in social shopping: A consumer cognitive and emotional trust perspective

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  • Wu, Wei
  • Wang, Sihang
  • Ding, Guanqi
  • Mo, Jinfei

Abstract

With the popularity and growth of social commerce, scholars and practitioners are particularly interested in how the integration of social media with e-commerce practice may resolve the challenge related to developing consumer-seller trust. Adopting a cognitive-emotional trust perspective, this study investigated the process by which consumers' trust in seller builds in a social commerce setting. Specifically, perceived familiarity, situational normality, cognitive and emotional trust in platform, and social interactivity were proposed as key antecedents of consumers' cognitive and emotional trust in seller. The model was examined with two complementary data sets collected from leading social commerce platforms in China: WeChat Store (NÂ =Â 430) and Xiaohongshu (NÂ =Â 397). This work advances the theoretical understanding of consumer's social shopping intention through extending the cognitive-emotional trust perspective and lends insights into the contextualized sources of trust building. In addition, these findings offer practical implications that help practitioners cost-effectively build consumer trust in the social commerce setting.

Suggested Citation

  • Wu, Wei & Wang, Sihang & Ding, Guanqi & Mo, Jinfei, 2023. "Elucidating trust-building sources in social shopping: A consumer cognitive and emotional trust perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    • Handle: RePEc:eee:joreco:v:71:y:2023:i:c:s0969698922003101
    DOI: 10.1016/j.jretconser.2022.103217
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    3. Siti Hasma Hajar Mat Zin & Siti Haslini Zakaria & Balkiah Moktar & Rumaizah Che Md Nor, 2023. "Modelling Online Shopping Behaviour Patterns among Higher Education Consumers: A Structural Equation Modelling (SEM-AMOS) Approach," Information Management and Business Review, AMH International, vol. 15(2), pages 54-67.
    4. Li, Ting & Cai, Lanhui & Liu, Yanfeng & Yuen, Kum Fai & Wang, Xueqin, 2024. "From a functional service to an emotional ‘saviour’: A structural analysis of logistics values for in-home consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    5. Branca Barbosa & José Duarte Santos, 2023. "Bibliometric Study on the Social Shopping Concept," Administrative Sciences, MDPI, vol. 13(10), pages 1-21, September.
    6. Laradi, Sofiane & Alrawad, Mahmaod & Lutfi, Abdalwali & Agag, Gomaa, 2024. "Understanding factors affecting social commerce purchase behavior: A longitudinal perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    7. Zhao, Jinjing & Su, Yiming & Fang, Mingjie & Su, Miao, 2024. "Embracing new energy vehicles: An empirical examination of female consumer perspectives," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    8. Elshaer, Ibrahim A. & Alrawad, Mahmaod & Lutfi, Abdalwali & Azazz, Alaa M.S., 2024. "Social commerce and buying intention post COVID-19: Evidence from a hybrid approach based on SEM – fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    9. Mortimer, Gary & Andrade, María Lucila Osorio & Fazal-e-Hasan, Syed Muhammad, 2024. "From traditional to transformed: Examining the pre- and post-COVID consumers’ shopping mall experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    10. Agag, Gomaa & Eid, Riyad & Chaib Lababdi, Houyem & Abdelwahab, Mohamed & Aboul-Dahab, Sameh & Abdo, Said Shabban, 2024. "Understanding the impact of national culture differences on customers’ online social shopping behaviours," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    11. Vazquez, Erik Ernesto & Patel, Chirag & Alvidrez, Salvador & Siliceo, Lorena, 2023. "Images, reviews, and purchase intention on social commerce: The role of mental imagery vividness, cognitive and affective social presence," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    12. Li, Li & Chen, Xiaoting & Zhu, Peng, 2024. "How do e-commerce anchors' characteristics influence consumers’ impulse buying? An emotional contagion perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    13. Wei Wu & Qianwen Yang & Xiang Gong, 2024. "Impulsive Social Shopping in Social Commerce Platforms: The Role of Perceived Proximity," Information Systems Frontiers, Springer, vol. 26(4), pages 1527-1541, August.

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