Title

Antecedents for building trust in professional e-services

Document Type

Conference Proceeding

Publisher

Springer New York LLC

Faculty

Business and Law

School

School of Management

RAS ID

4752

Comments

Originally published as: Fink, D. (2007). Antecedents for Building Trust in Professional e-Services. In Integration and Innovation Orient to E-Society Volume 2 (pp. 41-49). Springer, Boston, MA. Original article available here

Abstract

Professional service providers are exploiting the web to deliver e-services to a larger but also more diverse client base. This has increased the need for building trust between them and their clients and within the firm itself. In this paper the antecedents of trust are identified and matched against strategies that public accounting practices could adopt to build trust. Eleven antecedents for external relationships ranging from trustworthiness to benevolence are identified. A key strategy is to display information about the firm’s expertise, standards and clients on the website. Trust for internal relationships range from the individual to inter-firm alliances and largely rely on providing technological (Internet) support and information about the firm’s vision and values.

DOI

10.1007/978-0-387-75494-9_6

Access Rights

free_to_read

 
COinS
 

Link to publisher version (DOI)

10.1007/978-0-387-75494-9_6