Investigating the Effect of Social Media on Trust Building in Customer-supplier Relationships

Fabio Calefato, Filippo Lanubile, Nicole Novielli

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 Harvard Style

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


in Bibtex Style

@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},
}


in EndNote Style

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