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Authors: Fabio Calefato ; Filippo Lanubile and Nicole Novielli

Affiliation: University of Bari, Italy

ISBN: 978-989-758-028-4

Keyword(s): Social Media, Cognitive Trust, Affective Trust, Empirical Study.

Related Ontology Subjects/Areas/Topics: Electronic Commerce ; Enterprise Information Systems ; Human Factors ; Human-Computer Interaction ; Physiological Computing Systems ; Society, e-Business and e-Government ; Software Agents and Internet Computing ; Web 2.0 and Social Networking Controls ; Web Information Systems and Technologies

Abstract: Trust is a concept that has been widely studied in e-commerce since it represents a key issue in building successful customer-supplier relationships. In this sense, social software represents a powerful channel for establishing a direct communication with customers. As a consequence, companies are now investing in social media for building their social digital brand and strengthening relationships with their customers. In this paper we investigate the role of social media in the process of trust building, with particular attention to the case of small companies. Our findings show that social media contribute to build affective trust more than traditional websites, by fostering the affective commitment of customers.

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Paper citation in several formats:
Calefato F., Lanubile F. and Novielli N. (2014). Investigating the Effect of Social Media on Trust Building in Customer-supplier Relationships.In Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-028-4, pages 635-642. DOI: 10.5220/0004905606350642

@conference{iceis14,
author={Fabio Calefato and Filippo Lanubile and Nicole Novielli},
title={Investigating the Effect of Social Media on Trust Building in Customer-supplier Relationships},
booktitle={Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2014},
pages={635-642},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004905606350642},
isbn={978-989-758-028-4},
}

TY - CONF

JO - Proceedings of the 16th International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Investigating the Effect of Social Media on Trust Building in Customer-supplier Relationships
SN - 978-989-758-028-4
AU - Calefato F.
AU - Lanubile F.
AU - Novielli N.
PY - 2014
SP - 635
EP - 642
DO - 10.5220/0004905606350642

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