References
- Adobe. (2012). The ROI from marketing to existing online customers. Accessed March 31, 2019, from https://success.adobe.com/assets/en/downloads/whitepaper/13926.digital_index_loyal_shoppers_report.pdf
- Alexander, C.S., & Becker, H.J. (1978). The use of vignettes in survey research. Public Opinion Quarterly, 42(1), 93–104. https://doi.org/10.1086/268432
- Armstrong, J.S., & Overton, T.S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396–402. https://doi.org/10.2307/3150783
- Auspurg, K., & Hinz, T. (2015). Factorial survey experiments. Sage.
- Ba, S., & Pavlou, P.A. (2002). Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior. MIS Quarterly, 26(3), 243–268. https://doi.org/10.2307/4132332
- Bagozzi, R.P., Baumgartner, H., & Yi, Y. (1992). State versus action orientation and the theory of reasoned action: An application to coupon usage. Journal of Consumer Research, 18(4), 505–518. https://doi.org/10.1086/209277
- Baumeister, R.F., Bratslavsky, E., Finkenauer, C., & Vohs, K.D. (2001). Bad is stronger than good. Review of General Psychology, 5(4), 323–370. https://doi.org/10.1037//1089-2680.5.4.323
- Belanger, F., & Crossler, R.E. (2011). Privacy in the digital age: A review of information privacy research in information systems. MIS Quarterly, 35(4), 1017–1042. https://doi.org/10.1016/S0963-8687(02)00018-5
- Bem, D.J. (1972). Self-perception theory. Advances in Experimental Social Psychology, 6, 1–62. https://doi.org/10.1016/S0065-2601(08)60024-6
- Benlian, A. (2013). Effect mechanisms of perceptual congruence between information systems professionals and users on satisfaction with service. Journal of Management Information Systems, 29(4), 63–96. https://doi.org/10.2753/MIS0742-1222290402
- Benlian, A., & Hess, T. (2011). The signaling role of IT features in influencing trust and participation in online communities. International Journal of Electronic Commerce, 15(4), 7–56. https://doi.org/10.2753/JEC1086-4415150401
- Benlian, A., Kettinger, W.J., Sunyaev, A., & Winkler, T.J. (2018). The transformative value of cloud computing: A decoupling, platformization, and recombination theoretical framework. Journal of Management Information Systems, 35(3), 719–739. https://doi.org/10.1080/07421222.2018.1481634
- BetterBusinessBureau. (2020). BBB accredited business certification. Retrieved April 5, 2020, from https://www.bbb.org/become-accredited
- Chang, R.-D., Fang, C.-J., & Tseng, Y.-C. (2012). The effects of WebTrust assurance on consumers’ web purchase decisions: An experiment. Online Information Review, 36(2), 218–240. https://doi.org/10.1108/14684521211229048
- Chih, W.-H., Wu, C.H.-J., & Li, H.-J. (2012). The antecedents of consumer online buying impulsiveness on a travel website: Individual internal factor perspectives. Journal of Travel & Tourism Marketing, 29(5), 430–443. https://doi.org/10.1080/10548408.2012.691393
- Choudhury, V., & Sabherwal, R. (2003). Portfolios of control in outsourced software development projects. Information Systems Research, 14(3), 291–314. https://doi.org/10.1287/isre.14.3.291.16563
- Chuah, S.H.-W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36, 124–136. https://doi.org/10.1016/j.jretconser.2017.01.010
- Cui, Y., Mou, J., Cohen, J., & Liu, Y. (2019). Understanding information system success model and valence framework in sellers’ acceptance of cross-border e-commerce: A sequential multi-method approach. Electronic Commerce Research, 19(4), 885–914. https://doi.org/10.1007/s10660-019-09331-0
- Einwiller, S. (2003). When reputation engenders trust: An empirical investigation in business‐to‐consumerelectronic commerce. Electronic Markets, 13(3), 196–209. https://doi.org/10.1080/1019678032000092246
- Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K.H. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly, 38(2), 407–427. https://doi.org/10.25300/MISQ/2014/38.2.04
- Fazio, R.H., & Zanna, M.P. (1978). On the predictive validity of attitudes: The roles of direct experience and confidence1. Journal of Personality, 46(2), 228–243. https://doi.org/10.1111/j.1467-6494.1978.tb00177.x
- Fazio, R.H., & Zanna, M.P. (1981). Direct experience and attitude-behavior consistency. Advances in Experimental Social Psychology, 14, 161–202. https://doi.org/10.1016/S0065-2601(08)60372-X
- Fleischmann, M., Amirpur, M., Grupp, T., Benlian, A., & Hess, T. (2016). The role of software updates in information systems continuance — An experimental study from a user perspective. Decision Support Systems, 83, 83–96. https://doi.org/10.1016/j.dss.2015.12.010
- Fornell, C., & Larcker, D.F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.2307/3151312
- Gallo, A. (2014). The value of keeping the right customers. Accessed March 31, 2019, from https://hbr.org/product/the-value-of-keeping-the-right-customers
- Garbarino, E., & Lee, O.F. (2003). Dynamic pricing in internet retail: Effects on consumer trust. Psychology & Marketing, 20(6), 495–513. https://doi.org/10.1002/mar.10084
- Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS - Database for Advances in Information Systems, 33(3), 38–53. https://doi.org/10.1145/569905.569910
- Gefen, D. (2004). What makes an ERP implementation relationship worthwhile: Linking trust mechanisms and ERP usefulness. Journal of Management Information Systems, 21(1), 263–288. https://doi.org/10.1080/07421222.2004.11045792
- Gottman, J.M., & Levenson, R.W. (1999). What predicts change in marital interaction over time? A study of alternative models. Family Process, 38(2), 143–158. https://doi.org/10.1111/j.1545-5300.1999.00143.x
- Guo, Y., Bao, Y., Stuart, B.J., & Le-Nguyen, K. (2018). To sell or not to sell: Exploring sellers’ trust and risk of chargeback fraud in cross-border electronic commerce. Information Systems Journal, 28(2), 359–383. https://doi.org/10.1111/isj.12144
- Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate data analysis: A global perspective. Pearson.
- Hayes, A.F. (2018). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Guilford Press.
- Helson, H. (1964). Adaptation-Level Theory. Harper and Row.
- Hu, Q., Xu, Z., Dinev, T., & Ling, H. (2011). Does deterrence work in reducing information security policy abuse by employees? Communications of the ACM, 54(6), 54–60. https://doi.org/10.1145/1953122.1953142
- Hu, X., Wu, G., Wu, Y., & Zhang, H. (2010). The effects of web assurance seals on consumers’ initial trust in an online vendor: A functional perspective. Decision Support Systems, 48(2), 407–418. https://doi.org/10.1016/j.dss.2009.10.004
- Jarvenpaa, S.L., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an internet store. Information Technology and Management, 1(1/2), 45–71. https://doi.org/10.1023/A:1019104520776
- Jasso, G. (2006). Factorial survey methods for studying beliefs and judgments. Sociological Methods & Research, 34(3), 334–423. https://doi.org/10.1177/0049124105283121
- Jiang, P., Jones, D.B., & Javie, S. (2008). How third-party certification programs relate to consumer trust in online transactions: An exploratory study. Psychology and Marketing, 25(9), 839–858. https://doi.org/10.1002/mar.20243
- Kaplan, S.E., & Nieschwietz, R.J. (2003). A web assurance services model of trust for B2C e-commerce. International Journal of Accounting Information Systems, 4(2), 95–114. https://doi.org/10.1016/S1467-0895(03)00005-8
- Kim, D., & Benbasat, I. (2006). The effects of trust-assuring arguments on consumer trust in internet stores: Application of Toulmin’s model of argumentation. Information Systems Research, 17(3), 286–300. https://doi.org/10.1287/isre.1060.0093
- Kim, D., & Benbasat, I. (2009). Trust-assuring arguments in B2C E-commerce: Impact of content, source, and price on trust. Journal of Management Information Systems, 26(3), 175–206. https://doi.org/10.2753/MIS0742-1222260306
- Kim, D.J., Ferrin, D.L., & Rao, H.R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
- Kimery, K.M., & McCord, M. (2002). Third-party assurances: Mapping the road to trust in e-retailing. JITTA: Journal of Information Technology Theory and Application, 4(2), 63–82. https://aisel.aisnet.org/jitta/vol4/iss2/7
- Lankton, N., McKnight, D.H., & Thatcher, J.B. (2014). Incorporating trust-in-technology into expectation disconfirmation theory. The Journal of Strategic Information Systems, 23(2), 128–145. https://doi.org/10.1016/j.jsis.2013.09.001
- Lansing, J., Benlian, A., & Sunyaev, A. (2018). ‘Unblackboxing’ decision makers’ interpretations of IS certifications in the context of cloud service certifications. Journal of the Association for Information Systems, 19(11), 1064–1096. https://doi.org/10.17705/1jais.00520
- Lansing, J., Siegfried, N., Sunyaev, A., & Benlian, A. (2019). Strategic signaling through cloud service certifications: Comparing the relative importance of certifications’ assurances to companies and consumers. Journal of Strategic Information Systems, 28(4), 1–23. https://doi.org/10.1016/j.jsis.2019.101579
- Lansing, J., & Sunyaev, A. (2016). Trust in cloud computing. The DATA BASE for Advances in Information Systems, 47(2), 58–96. https://doi.org/10.1145/2963175.2963179
- Lee, J.-N., Huynh, M.Q., & Hirschheim, R. (2008). An integrative model of trust on IT outsourcing: Examining a bilateral perspective. Information Systems Frontiers, 10(2), 145–163. https://doi.org/10.1007/s10796-008-9066-7
- Lee, S.M., Choi, J., & Lee, S.-G. (2004). The impact of a third-party assurance seal in customer purchasing intention. Journal of Internet Commerce, 3(2), 33–51. https://doi.org/10.1300/J179v03n02_03
- Liao, C., Lin, H.-N., Luo, M.M., & Chea, S. (2017). Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret. Information & Management, 54(5), 651–668. https://doi.org/10.1016/j.im.2016.12.005
- Liao, C., Liu, -C.-C., Liu, Y.-P., To, P.-L., & Lin, H.-N. (2011). Applying the expectancy disconfirmation and regret theories to online consumer behavior. Cyberpsychology, Behavior and Social Networking, 14(4), 241–246. https://doi.org/10.1089/cyber.2009.0236
- Lins, S., & Sunyaev, A. (2017). Unblackboxing IT certifications: A theoretical model explaining IT certification effectiveness. In 38th International Conference on Information Systems (ICIS 2017), South Korea 2017.
- Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanisms on trust and repurchase intentions. Information Technology & People, 31(3), 666–687. https://doi.org/10.1108/ITP-10-2016-0242
- Löbbers, J., & Benlian, A. (2019). The effectiveness of IS certification in E-commerce: Does personality matter? Journal of Decision Systems, 28(3), 233–259. https://doi.org/10.1080/12460125.2019.1684867
- Löbbers, J., & Siegfried, N. (2018, June 23–28). Toward a unified view of IS certification: A structured literature review on theoretical lenses. in 26th European Conference on Information Systems (ECIS 2018).
- Lowry, P.B., Moody, G., Vance, A., Jensen, M., Jenkins, J., & Wells, T. (2012). Using an elaboration likelihood approach to better understand the persuasiveness of website privacy assurance cues for online consumers. Journal of the American Society for Information Science and Technology, 63(4), 755–776. https://doi.org/10.1002/asi.21705
- Lowry, P.B., Moody, G.D., & Chatterjee, S. (2017). Using IT Design to Prevent Cyberbullying. Journal of Management Information Systems, 34(3), 863–901. https://doi.org/10.1080/07421222.2017.1373012
- Lutz, C., Hoffmann, C.P., Bucher, E., & Fieseler, C. (2018). The role of privacy concerns in the sharing economy. Information, Communication & Society, 21(10), 1472–1492. https://doi.org/10.1080/1369118X.2017.1339726
- Maicas, J.P., Polo, Y., & Sese, F.J. (2009). The role of (personal) network effects and switching costs in determining mobile users’ choice. Journal of Information Technology, 24(2), 160–171. https://doi.org/10.1057/jit.2008.35
- Mauldin, E., & Arunachalam, V. (2002). An experimental examination of alternative forms of web assurance for business-to-consumer e-commerce. Journal of Information Systems, 16(s–1), 33–54. https://doi.org/10.2308/jis.2002.16.s-1.33
- Mavlanova, T., Benbunan-Fich, R., & Koufaris, M. (2012). Signaling theory and information asymmetry in online commerce. Information & Management, 49(5), 240–247. https://doi.org/10.1016/j.im.2012.05.004
- Mayer, R.C., Davis, J.H., & Schoorman, F.D. (1995). An integrative model of organizational trust. The Academy of Management Review, 20(3), 709. https://doi.org/10.2307/258792
- McKnight, D.H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334–359. https://doi.org/10.1287/isre.13.3.334.81
- McKnight, D.H., Cummings, L.L., & Chervany, N.L. (1998). Initial trust formation in new organizational relationships. The Academy of Management Review, 23(3), 473. https://doi.org/10.2307/259290
- McKnight, D.H., Kacmar, C.J., & Choudhury, V. (2004). Shifting factors and the ineffectiveness of third party assurance seals: A two-stage model of initial trust in a web business. Electronic Markets, 14(3), 252–266. https://doi.org/10.1080/1019678042000245263
- Mittal, B. (2016). Retrospective: Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 30(6), 569–575. https://doi.org/10.1108/JSM-07-2016-0277
- Moody, G.D., Lowry, P.B., & Galletta, D.F. (2017). It’s complicated: Explaining the relationship between trust, distrust, and ambivalence in online transaction relationships using polynomial regression analysis and response surface analysis. European Journal of Information Systems, 26(4), 379–413. https://doi.org/10.1057/s41303-016-0027-9
- Moores, T.T., & Dhillon, G. (2003). Do privacy seals in e-commerce really work? Communications of the ACM, 46(12), 265–271. https://doi.org/10.1145/953460.953510
- O’Fallon, M.J., & Butterfield, K.D. (2005). A review of the empirical ethical decision-making literature: 1996–2003. Journal of Business Ethics, 59(4), 375–413. https://doi.org/10.1007/s10551-005-2929-7
- Odom, M.D., Kumar, A., & Saunders, L. (2002). Web assurance seals: How and why they influence consumers’ decisions. Journal of Information Systems, 16(2), 231–250. https://doi.org/10.2308/jis.2002.16.2.231
- Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
- Oliver, R.L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430. https://doi.org/10.1086/209358
- Özpolat, K., Gao, G., Jank, W., & Viswanathan, S. (2013). The value of third-party assurance seals in online retailing: An empirical investigation. Information Systems Research, 24(4), 1100–1111. https://doi.org/10.1287/isre.2013.0489
- Park, I., Bhatnagar, A., & Rao, H.R. (2010). Assurance seals, on-line customer satisfaction, and repurchase intention. International Journal of Electronic Commerce, 14(3), 11–34. https://doi.org/10.2753/JEC1086-4415140302
- Pavlou, P.A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134. https://doi.org/10.1080/10864415.2003.11044275
- Pavlou, P.A., & Gefen, D. (2004). Building effective online marketplaces with institution-based trust. Information Systems Research, 15(1), 37–59. https://doi.org/10.1287/isre.1040.0015
- Pennington, R.H., Wilcox, H.D., & Grover, V. (2003). The role of system trust in business-to-consumer transactions. Journal of Management Information Systems, 20(3), 197–226. https://doi.org/10.1080/07421222.2003.11045777
- Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236–263. https://doi.org/10.1057/ejis.2008.15
- Rossi, P.H. (1979). Vignette analysis: Uncovering the normative structure of complex judgments. In R. K. Merton, J. S. Coleman, & P. H. Rossi (Eds.), Qualitative and quantitative social research: Papers in honor of Paul F. Lazarsfeld (pp. 176–186). Free Press.
- Rousseau, D.M., Sitkin, S.B., Burt, R.S., & Camerer, C. (1998). Not so different after all - A cross-discipline view of trust. Academy of Management Review, 23(3), 393–404. https://doi.org/10.5465/amr.1998.926617
- Sánchez García, I., & Curras-Perez, R. (2019). Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type. European Journal of Management and Business Economics, 29(1), 54–83. https://doi.org/10.1108/EJMBE-02-2018-0035
- Schneider, S., Lansing, J., Gao, F., & Sunyaev, A. (2014, January 6–9). A taxonomic perspective on certification schemes: Development of a taxonomy for cloud service certification criteria. In 47th Hawaii International Conference on System Sciences (HICSS).
- Scholz, M., Dorner, V., Schryen, G., & Benlian, A. (2017). A configuration-based recommender system for supporting e-commerce decisions. European Journal of Operational Research, 259(1), 205–215. https://doi.org/10.1016/j.ejor.2016.09.057
- Siegfried, N., Löbbers, J., Benlian, A., & Sunyaev, A. (2018, June 23–28). Seeing service certification “eye to eye” - The role of perceptual congruence between customers and providers in IS certification. In 26th European Conference on Information Systems (ECIS 2018) (p. 16).
- Spreng, R.A., & Page, T.J. (2003). A test of alternative measures of disconfirmation. Decision Sciences, 34(1), 31–62. https://doi.org/10.1111/1540-5915.02214)
- Stewart, K.J. (2003). Trust transfer on the world wide web. Organization Science, 14(1), 5–17. https://doi.org/10.1287/orsc.14.1.5.12810
- Sturm, B., Lansing, J., & Sunyaev, A. (2014, June 9–11). Moving in the right direction? Mapping literature on cloud service certifications’ outcomes with practitioners’ perceptions. In Proceedings of the 22nd European Conference on Information Systems.
- Subashini, S., & Kavitha, V. (2011). A survey on security issues in service delivery models of cloud computing. Journal of Network and Computer Applications, 34(1), 1–11. https://doi.org/10.1016/j.jnca.2010.07.006
- Sullivan, Y.W., & Kim, D.J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199–219. https://doi.org/10.1016/j.ijinfomgt.2017.12.008
- Sun, H. (2010). Sellers’ trust and continued use of online marketplaces. Journal of the Association for Information Systems, 11(4), 182–211. https://doi.org/10.17705/1jais.00226
- Terlaak, A., & King, A.A. (2006). The effect of certification with the ISO 9000 quality management standard: A signaling approach. Journal of Economic Behavior & Organization, 60(4), 579–602. https://doi.org/10.1016/j.jebo.2004.09.012
- Trevino, L.K. (1992a). Experimental approaches to studying ethical-unethical behavior in organizations. Business Ethics Quarterly, 2(2), 121–136. https://doi.org/10.2307/3857567
- Trevino, L.K. (1992b). The social effects of punishment in organizations: A justice perspective. The Academy of Management Review, 17(4), 647–676. https://doi.org/10.2307/258803
- Trusted Shops (2020). Trusted shops certification. Retrieved April 5, 2020, from https://www.trustedshops.de/
- Van Baal, S. (2015). Not all seals are equal: An experimental investigation of the effect of third-party seals on purchase probability in electronic commerce. Electronic Commerce Research, 15(2), 177–206. https://doi.org/10.1007/s10660-015-9180-9
- Vance, A., Lowry, P.B., & Eggett, D. (2015). Increasing accountability through user-interface design artifacts: A new approach to addressing the problem of access-policy violations. MIS Quarterly, 39(2), 345–366. https://doi.org/10.25300/MISQ/2015/39.2.04
- Venkatesh, V., Brown, S.A., Maruping, L.M., & Bala, H. (2008). Predicting different conceptualizations of system use: The competing roles of behavioral intention, facilitating conditions, and behavioral expectation. MIS Quarterly, 32(3), 483. https://doi.org/10.2307/25148853)
- Vides, T. (2014). What you never knew about repeat customers (and what to do now). https://www.onlinemarketinginstitute.org/blog/2014/05/what-you-never-knew-about-repeat-customers-and-what-to-do-now/
- Wallander, L. (2009). 25 years of factorial surveys in sociology: A review. Social Science Research, 38(3), 505–520. https://doi.org/10.1016/j.ssresearch.2009.03.004
- Warkentin, M., Goel, S., & Menard, P. (2017). Shared benefits and information privacy: What determines smart meter technology adoption? Journal of the Association for Information Systems, 18(11), 3. https://doi.org/10.17705/1jais.00474
- Windhorst, I., & Sunyaev, A. (2013, September 2–6). Dynamic certification of cloud services. In 2013 International Conference on Availability, Reliability and Security (pp. 412–417). IEEE.
- Yim, C.K.B., Chan, K.W., & Hung, K. (2007). Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity. Journal of Retailing, 83(1), 147–157. https://doi.org/10.1016/j.jretai.2006.10.011
- Zhou, W., Hinz, O., & Benlian, A. (2018). The impact of the package opening process on product returns. Business Research, 11(2), 279–308. https://doi.org/10.1007/s40685-017-0055-x