{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,12]],"date-time":"2026-06-12T14:27:46Z","timestamp":1781274466818,"version":"3.54.1"},"reference-count":107,"publisher":"Emerald","issue":"7","license":[{"start":{"date-parts":[[2021,5,24]],"date-time":"2021-05-24T00:00:00Z","timestamp":1621814400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2021,11,18]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This paper investigates the effects of advising strength of a recommendation agent on users' trust and distrust beliefs and how the effects are moderated by perceived brand familiarity.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A research model is evaluated using a laboratory experiment with 149 participants.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Results reveal that a strong advising tone leads to higher trust in terms of users' credibility and benevolence beliefs and lower distrust in terms of their discredibility beliefs (the trustor's concerns regarding the trustee's dishonesty and competence in engaging in harmful behavior) when perceived brand familiarity is high. By contrast, when brand familiarity is low, strong advising tone results in low trust in terms of users' credibility belief and high distrust in terms of their beliefs in discredibility and malevolence (concerns regarding the trustee's conduct in terms of a malicious intention that can hurt the trustor's welfare).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This paper contributes to the trust and distrust literature by studying how each of the dimensions of trust and distrust can be affected by an RA's design feature. It extends the attribution theory to the RA context by studying the moderating role of brand familiarity in determining the effects of the advising strength of an RA. It provides actionable guidelines for practitioners regarding the adoption of an RA's appropriate advising strength to promote different types of products.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-08-2019-0448","type":"journal-article","created":{"date-parts":[[2021,5,22]],"date-time":"2021-05-22T04:53:09Z","timestamp":1621659189000},"page":"1920-1948","source":"Crossref","is-referenced-by-count":12,"title":["Interactive effects of advising strength and brand familiarity on users' trust and distrust in online recommendation agents"],"prefix":"10.1108","volume":"34","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5256-2799","authenticated-orcid":false,"given":"Tao","family":"Liu","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8200-7227","authenticated-orcid":false,"given":"Weiquan","family":"Wang","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9875-7620","authenticated-orcid":false,"given":"Jingjun (David)","family":"Xu","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8820-1100","authenticated-orcid":false,"given":"Donghong","family":"Ding","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1496-3233","authenticated-orcid":false,"given":"Honglin","family":"Deng","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2021,5,24]]},"reference":[{"issue":"4","key":"key2021111709331933300_ref001","first-page":"1321","article-title":"Reducing recommender systems biases: an investigation of rating display designs","volume":"43","year":"2019","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2021111709331933300_ref002","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1006\/cogp.1996.0013","article-title":"Causal attribution as a search for underlying mechanisms: an explanation of the conjunction fallacy and the discounting principle","volume":"31","year":"1996","journal-title":"Cognitive Psychology"},{"issue":"4","key":"key2021111709331933300_ref003","doi-asserted-by":"crossref","first-page":"411","DOI":"10.1086\/209080","article-title":"Dimensions of consumer expertise","volume":"13","year":"1987","journal-title":"Journal of Consumer Research"},{"issue":"2\/3","key":"key2021111709331933300_ref004","first-page":"130","article-title":"Usage and success factors of commercial recommendation agents","volume":"5","year":"2011","journal-title":"The Journal of Research in Indian Medicine"},{"issue":"12","key":"key2021111709331933300_ref005","doi-asserted-by":"crossref","first-page":"821","DOI":"10.17705\/1jais.00110","article-title":"The role of design characteristics in shaping perceptions of similarity: the case of online shopping assistants","volume":"7","year":"2006","journal-title":"Journal of the Association for Information Systems"},{"issue":"3","key":"key2021111709331933300_ref006","doi-asserted-by":"crossref","first-page":"224","DOI":"10.1177\/0261927X93123004","article-title":"Effects of language intensity similarity on perceptions of credibility relational attributions, and persuasion","volume":"12","year":"1993","journal-title":"Journal of Language and Social Psychology"},{"issue":"3","key":"key2021111709331933300_ref007","doi-asserted-by":"crossref","first-page":"243","DOI":"10.2307\/4132332","article-title":"Evidence of the effect of trust building technology in electronic markets: price premium and buyer behavior","volume":"26","year":"2002","journal-title":"MIS Quarterly"},{"issue":"3","key":"key2021111709331933300_ref008","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1080\/00913367.1993.10673407","article-title":"Comprehension and perceived believability of seals of approval information in advertising","volume":"22","year":"1993","journal-title":"Journal of Advertising"},{"issue":"4","key":"key2021111709331933300_ref009","doi-asserted-by":"crossref","first-page":"322","DOI":"10.1016\/j.jretai.2010.04.002","article-title":"Conveying trustworthiness to online consumers: reactions to consensus, physical store presence, brand familiarity, and generalized suspicion","volume":"86","year":"2010","journal-title":"Journal of Retailing"},{"issue":"3","key":"key2021111709331933300_ref010","doi-asserted-by":"crossref","first-page":"203","DOI":"10.1111\/j.1468-2885.1996.tb00127.x","article-title":"Interpersonal deception theory","volume":"6","year":"1996","journal-title":"Communication Theory"},{"issue":"3","key":"key2021111709331933300_ref011","doi-asserted-by":"crossref","first-page":"263","DOI":"10.1362\/147539217X15071081721125","article-title":"Relevance of soft-sell and hard-sell advertising appeals for global consumer cultural positioning","volume":"16","year":"2017","journal-title":"Journal of Customer Behaviour"},{"issue":"2","key":"key2021111709331933300_ref012","doi-asserted-by":"crossref","first-page":"292","DOI":"10.1086\/376800","article-title":"Brand familiarity and advertising repetition effects","volume":"30","year":"2003","journal-title":"Journal of Consumer Research"},{"issue":"1","key":"key2021111709331933300_ref013","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1086\/314309","article-title":"Consumer's use of persuasion knowledge: the effects of accessibility and cognitive capacity on perceptions of an influence agent","volume":"27","year":"2000","journal-title":"Journal of Consumer Research"},{"issue":"3","key":"key2021111709331933300_ref014","first-page":"651","article-title":"Corporate social \u2018irresponsibility\u2019: are consumers' biases in attribution of blame helping companies in product\u2013harm crises involving hybrid products?","volume":"130","year":"2014","journal-title":"Journal of Business Ethics"},{"issue":"4","key":"key2021111709331933300_ref015","doi-asserted-by":"crossref","first-page":"502","DOI":"10.1108\/JPBM-07-2018-1929","article-title":"Analysing mobile advergaming effectiveness: the role of flow, game repetition and brand familiarity","volume":"28","year":"2019","journal-title":"The Journal of Product and Brand Management"},{"issue":"3","key":"key2021111709331933300_ref016","doi-asserted-by":"crossref","first-page":"355","DOI":"10.1108\/10662241311331772","article-title":"Examining the mediating effect of positive moods on trust repair in e\u2010commerce","volume":"23","year":"2013","journal-title":"Internet Research"},{"issue":"11","key":"key2021111709331933300_ref017","doi-asserted-by":"crossref","first-page":"708","DOI":"10.17705\/1jais.00242","article-title":"An empirical analysis of the business value of open source infrastructure technologies","volume":"11","year":"2010","journal-title":"Journal of the Association for Information Systems"},{"key":"key2021111709331933300_ref018","doi-asserted-by":"crossref","unstructured":"Chin, W.W. (2010), \u201cHow to write up and report pls analyses\u201d, Handbook of Partial Least Squares.","DOI":"10.1007\/978-3-540-32827-8_29"},{"issue":"1","key":"key2021111709331933300_ref019","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1016\/j.jretai.2005.11.002","article-title":"The mechanism of trust and distrust formation and their relational outcomes","volume":"82","year":"2006","journal-title":"Journal of Retailing"},{"issue":"8","key":"key2021111709331933300_ref020","doi-asserted-by":"crossref","first-page":"1101","DOI":"10.1002\/acp.1262","article-title":"Implicit memory and consumer choice: the mediating role of brand familiarity","volume":"20","year":"2006","journal-title":"Applied Cognitive Psychology"},{"issue":"1","key":"key2021111709331933300_ref021","doi-asserted-by":"crossref","first-page":"155","DOI":"10.1037\/0033-2909.112.1.155","article-title":"A power primer","volume":"112","year":"1992","journal-title":"Psychological Bulletin"},{"issue":"4","key":"key2021111709331933300_ref022","doi-asserted-by":"crossref","first-page":"488","DOI":"10.1509\/jmkr.39.4.488.19121","article-title":"Marketing the unfamiliar: the role of context and item-specific information in electronic agent recommendations","volume":"39","year":"2002","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"key2021111709331933300_ref023","doi-asserted-by":"crossref","first-page":"287","DOI":"10.1016\/j.jretai.2016.02.001","article-title":"Feeling close from Afar: the role of psychological distance in offsetting distrust in unfamiliar online retailers","volume":"92","year":"2016","journal-title":"Journal of Retailing"},{"issue":"4","key":"key2021111709331933300_ref024","doi-asserted-by":"crossref","first-page":"509","DOI":"10.1016\/j.jbusres.2008.02.001","article-title":"Brand crises: the roles of brand familiarity and crisis relevance in determining the impact on brand evaluations","volume":"62","year":"2009","journal-title":"Journal of Business Research"},{"issue":"3","key":"key2021111709331933300_ref025","doi-asserted-by":"crossref","first-page":"238","DOI":"10.1207\/s15327663jcp1503_9","article-title":"The effects of sales message and suspicion of ulterior motives on salesperson evaluation","volume":"15","year":"2005","journal-title":"Journal of Consumer Psychology"},{"issue":"4","key":"key2021111709331933300_ref026","doi-asserted-by":"crossref","first-page":"760","DOI":"10.1287\/isre.1100.0315","article-title":"Sponsored search and market efficiency","volume":"21","year":"2010","journal-title":"Information Systems Research"},{"issue":"11","key":"key2021111709331933300_ref027","first-page":"144","article-title":"Online shopping behavior among Chinese university students","volume":"5","year":"2015","journal-title":"International Journal of Scientific and Research Publications"},{"issue":"2","key":"key2021111709331933300_ref028","doi-asserted-by":"crossref","first-page":"373","DOI":"10.2307\/20721433","article-title":"What does the brain tell us about trust and distrust? Evidence from a functional neuroimaging study","volume":"34","year":"2010","journal-title":"MIS Quarterly"},{"key":"key2021111709331933300_ref029","article-title":"Determinants of consumers' e-loyalty: a cross-channel perspective","year":"2010"},{"issue":"1","key":"key2021111709331933300_ref030","doi-asserted-by":"crossref","first-page":"97","DOI":"10.1086\/513050","article-title":"An examination of different explanations for the mere exposure effect","volume":"34","year":"2007","journal-title":"Journal of Consumer Research"},{"issue":"2","key":"key2021111709331933300_ref031","doi-asserted-by":"crossref","first-page":"167","DOI":"10.1007\/BF02249398","article-title":"Judging others in the shadow of suspicion","volume":"18","year":"1994","journal-title":"Motivation and Emotion"},{"issue":"1","key":"key2021111709331933300_ref032","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1287\/mksc.1030.0033","article-title":"Reactance to recommendations: when unsolicited advice yields contrary responses","volume":"23","year":"2004","journal-title":"Marketing Science"},{"issue":"1","key":"key2021111709331933300_ref033","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1016\/S0148-2963(98)00057-5","article-title":"A short, reliable measure of subjective knowledge","volume":"46","year":"1999","journal-title":"Journal of Business Research"},{"issue":"4","key":"key2021111709331933300_ref034","doi-asserted-by":"crossref","first-page":"398","DOI":"10.1086\/208978","article-title":"Consumer reactions to product failure: an attributional approach","volume":"10","year":"1984","journal-title":"Journal of Consumer Research"},{"key":"key2021111709331933300_ref035","doi-asserted-by":"publisher","DOI":"10.17705\/1CAIS.00407","article-title":"Structural equation modeling and regression: guidelines for research practice","volume":"4","year":"2000","journal-title":"Communications of the Association for Information Systems"},{"issue":"6","key":"key2021111709331933300_ref036","doi-asserted-by":"crossref","first-page":"725","DOI":"10.1016\/S0305-0483(00)00021-9","article-title":"E-commerce: the role of familiarity and trust","volume":"28","year":"2000","journal-title":"Omega: International Journal of Management Sciences"},{"issue":"3","key":"key2021111709331933300_ref037","first-page":"457","article-title":"Brand engagement in self\u2010concept and consumer engagement in social media: the role of the source","volume":"37","year":"2019","journal-title":"Psychology and Marketing"},{"key":"key2021111709331933300_ref038","doi-asserted-by":"crossref","first-page":"77","DOI":"10.1016\/j.jbusres.2017.01.012","article-title":"Don't pretend to be my friend!\u201d when an informal brand communication style backfires on social media","volume":"74","year":"2017","journal-title":"Journal of Business Research"},{"issue":"2","key":"key2021111709331933300_ref039","doi-asserted-by":"crossref","first-page":"81","DOI":"10.2753\/JEC1086-4415110204","article-title":"Persuasion in recommender systems","volume":"11","year":"2006","journal-title":"International Journal of Electronic Commerce"},{"issue":"6","key":"key2021111709331933300_ref040","doi-asserted-by":"crossref","first-page":"438","DOI":"10.1002\/cb.29","article-title":"Effects of consumer perceptions of brand experience on the web: brand familiarity, satisfaction and brand trust","volume":"4","year":"2005","journal-title":"Journal of Consumer Behaviour"},{"key":"key2021111709331933300_ref041","volume-title":"Brand Failures: The Truth about the 100 Biggest Branding Mistakes of All Time","year":"2005"},{"key":"key2021111709331933300_ref042","unstructured":"Hamer, A. (2017), \u201cWhat makes a voice trustworthy, mind and body\u201d, available at: https:\/\/curiosity.com\/topics\/5-etiquette-tips-to-help-you-thrive-in-any-social-situation-curiosity\/."},{"issue":"4","key":"key2021111709331933300_ref043","doi-asserted-by":"crossref","first-page":"235","DOI":"10.1177\/0261927X9094002","article-title":"An empirical test of an axiomatic model of the relationship between language intensity and persuasion","volume":"9","year":"1990","journal-title":"Journal of Language and Social Psychology"},{"key":"key2021111709331933300_ref044","volume-title":"Modern Factor Analysis","year":"1967"},{"issue":"1 and 2","key":"key2021111709331933300_ref045","first-page":"75","article-title":"Preference construction and persistence in digital marketplaces: the role of electronic recommendation agents","volume":"13","year":"2003","journal-title":"Journal of Consumer Psychology"},{"issue":"3","key":"key2021111709331933300_ref046","first-page":"8","article-title":"Double agents: assessing the role of electronic product-recommendation systems","volume":"47","year":"2006","journal-title":"MIT Sloan Management Review"},{"key":"key2021111709331933300_ref047","volume-title":"The Psychology of Interpersonal Relations","year":"1958"},{"issue":"2","key":"key2021111709331933300_ref048","doi-asserted-by":"crossref","first-page":"141","DOI":"10.1086\/208544","article-title":"Effects of brand awareness on choice for a common, repeat-purchase product","volume":"17","year":"1990","journal-title":"Journal of Consumer Research"},{"issue":"1","key":"key2021111709331933300_ref049","first-page":"21","article-title":"Nestle two minute noodles (Maggi): the rise and fall saga","volume":"3","year":"2016","journal-title":"International Journal of Research in Pharmaceutical and Biomedical Sciences"},{"issue":"4","key":"key2021111709331933300_ref050","first-page":"272","article-title":"The effect of website design dimensions on initial trust: a synthesis of the empirical literature","volume":"12","year":"2011","journal-title":"Journal of Electronic Commerce Research"},{"issue":"8","key":"key2021111709331933300_ref051","doi-asserted-by":"crossref","first-page":"793","DOI":"10.1016\/j.jbusres.2008.12.015","article-title":"Avatars as salespeople: communication style, trust, and intentions","volume":"63","year":"2010","journal-title":"Journal of Business Research"},{"key":"key2021111709331933300_ref052","doi-asserted-by":"crossref","first-page":"107","DOI":"10.1037\/h0034225","article-title":"The process of causal attribution","volume":"28","year":"1973","journal-title":"American Psychologist"},{"issue":"3","key":"key2021111709331933300_ref053","doi-asserted-by":"crossref","first-page":"97","DOI":"10.1177\/002224299405800307","article-title":"Competitive interference effects in consumer memory for advertising: the role of brand familiarity","volume":"58","year":"1994","journal-title":"Journal of Marketing"},{"issue":"6","key":"key2021111709331933300_ref054","doi-asserted-by":"crossref","first-page":"715","DOI":"10.1108\/JCM-07-2018-2778","article-title":"Effects of personal dispositions, familiarity and consumption situation on western brands' packaging","volume":"36","year":"2019","journal-title":"Journal of Consumer Marketing"},{"key":"key2021111709331933300_ref055","doi-asserted-by":"crossref","first-page":"114","DOI":"10.1016\/j.dss.2018.10.014","article-title":"The paradox of (dis) trust in sponsorship disclosure: the characteristics and effects of sponsored online consumer reviews","volume":"116","year":"2019","journal-title":"Decision Support Systems"},{"issue":"4","key":"key2021111709331933300_ref056","doi-asserted-by":"crossref","first-page":"941","DOI":"10.2307\/25148760","article-title":"The effects of personalization and familiarity on trust and adoption of recommendation agents","volume":"30","year":"2006","journal-title":"MIS Quarterly"},{"issue":"12","key":"key2021111709331933300_ref057","doi-asserted-by":"crossref","first-page":"727","DOI":"10.17705\/1jais.00180","article-title":"A two-process view of trust and distrust building in recommendation agents: a process-tracing study","volume":"9","year":"2008","journal-title":"Journal of the Association for Information Systems"},{"issue":"2","key":"key2021111709331933300_ref058","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1016\/0148-2963(96)00056-2","article-title":"Brand familiarity and confidence as determinants of purchase intention: an empirical test in a multiple brand context","volume":"37","year":"1996","journal-title":"Journal of Business Research"},{"issue":"3","key":"key2021111709331933300_ref059","doi-asserted-by":"crossref","first-page":"295","DOI":"10.1016\/j.im.2014.12.001","article-title":"Antecedents and consequences of mobile phone usability: linking simplicity and interactivity to satisfaction, trust, and brand loyalty","volume":"52","year":"2015","journal-title":"Information and Management"},{"issue":"3","key":"key2021111709331933300_ref060","doi-asserted-by":"crossref","first-page":"438","DOI":"10.2307\/259288","article-title":"Trust and distrust: new relationships and realities","volume":"23","year":"1998","journal-title":"Academy of Management Review"},{"issue":"3","key":"key2021111709331933300_ref061","first-page":"45","article-title":"Personalized content recommendation and user satisfaction: theoretical Synthesis and empirical findings","volume":"23","year":"2014","journal-title":"Journal of Management Information Systems"},{"key":"key2021111709331933300_ref062","doi-asserted-by":"crossref","first-page":"199","DOI":"10.1016\/S0065-2601(02)80006-5","article-title":"Reflexion and reflection: a social cognitive neuroscience approach to attributional inference","volume":"34","year":"2002","journal-title":"Advances in Experimental Social Psychology"},{"key":"key2021111709331933300_ref063","doi-asserted-by":"crossref","first-page":"553","DOI":"10.1348\/09631790X26688","article-title":"Examining the relationship between employer knowledge dimensions and organizational attractiveness: an application in a military context","volume":"78","year":"2005","journal-title":"Journal of Occupational and Organizational Psychology"},{"key":"key2021111709331933300_ref064","volume-title":"Trust and Power","year":"1979"},{"issue":"4","key":"key2021111709331933300_ref065","doi-asserted-by":"crossref","first-page":"317","DOI":"10.1016\/S1057-7408(08)80058-7","article-title":"Brand name as a heuristic cue: the effects of task importance and expectancy confirmation on consumer judgments","volume":"1","year":"1992","journal-title":"Journal of Consumer Psychology"},{"key":"key2021111709331933300_ref066","doi-asserted-by":"crossref","first-page":"55","DOI":"10.1016\/j.intmar.2016.12.001","article-title":"Product placement in video games: the effect of brand familiarity and repetition on consumers' memory","volume":"38","year":"2017","journal-title":"Journal of Interactive Marketing"},{"issue":"3","key":"key2021111709331933300_ref067","doi-asserted-by":"crossref","first-page":"709","DOI":"10.2307\/258792","article-title":"An integrative model of organizational trust","volume":"20","year":"1995","journal-title":"Academy of Management Review"},{"issue":"3","key":"key2021111709331933300_ref068","first-page":"1","article-title":"How do you say \u2018hello\u2019? Personality impressions from brief novel voices","volume":"9","year":"2014","journal-title":"PloS One"},{"key":"key2021111709331933300_ref069","article-title":"The role of involvement: investigating the effect of brand's social media pages on consumer purchase intention","volume":"53","year":"2020","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"1","key":"key2021111709331933300_ref070","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/03637759209376245","article-title":"Information manipulation theory","volume":"59","year":"1992","journal-title":"Communication Monographs"},{"issue":"3","key":"key2021111709331933300_ref071","doi-asserted-by":"crossref","first-page":"334","DOI":"10.1287\/isre.13.3.334.81","article-title":"Developing and validating trust measures for e-commerce: an integrative typology","volume":"13","year":"2002","journal-title":"Information Systems Research"},{"issue":"2","key":"key2021111709331933300_ref072","doi-asserted-by":"crossref","first-page":"118","DOI":"10.1016\/j.jsis.2017.01.001","article-title":"Distinguishing the effects of b2b information quality, system quality, and service outcome quality on trust and distrust","volume":"26","year":"2017","journal-title":"The Journal of Strategic Information Systems"},{"key":"key2021111709331933300_ref073","volume-title":"Selling with Noble Purpose: How to Drive Revenue and Do Work that Makes You Proud","year":"2012"},{"issue":"4","key":"key2021111709331933300_ref074","doi-asserted-by":"crossref","first-page":"35","DOI":"10.1145\/975817.975841","article-title":"Etiquette equality: exhibitions and expectations of computer politeness","volume":"47","year":"2004","journal-title":"Communications of the ACM"},{"key":"key2021111709331933300_ref075","doi-asserted-by":"crossref","first-page":"19","DOI":"10.1016\/j.jbusres.2016.11.004","article-title":"Organizational ethical climates and employee's trust in colleagues, the supervisor, and the organization","volume":"71","year":"2017","journal-title":"Journal of Business Research"},{"issue":"2","key":"key2021111709331933300_ref076","doi-asserted-by":"crossref","first-page":"5","DOI":"10.2753\/JOA0091-3367390201","article-title":"Measuring soft-sell versus hard-sell advertising appeals","volume":"39","year":"2010","journal-title":"Journal of Advertising"},{"issue":"1","key":"key2021111709331933300_ref077","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.obhdp.2009.11.006","article-title":"How suspicion mitigates the effect of influence tactics","volume":"112","year":"2010","journal-title":"Organizational Behavior and Human Decision Processes"},{"issue":"4","key":"key2021111709331933300_ref078","doi-asserted-by":"crossref","first-page":"125","DOI":"10.2753\/JEC1086-4415110405","article-title":"The effect of on-line consumer reviews on consumer purchasing intention: the moderating role of involvement","volume":"11","year":"2007","journal-title":"International Journal of Electronic Commerce"},{"issue":"4","key":"key2021111709331933300_ref079","doi-asserted-by":"crossref","first-page":"392","DOI":"10.1287\/isre.1060.0106","article-title":"The nature and role of feedback text comments in online marketplaces: implications for trust building, price premiums, and seller differentiation","volume":"17","year":"2006","journal-title":"Information Systems Research"},{"issue":"1","key":"key2021111709331933300_ref080","first-page":"23","article-title":"Optimizing human-computer interaction for the electronic commerce environment","volume":"1","year":"2000","journal-title":"Journal of Electronic Commerce Research"},{"issue":"7","key":"key2021111709331933300_ref081","doi-asserted-by":"crossref","first-page":"745","DOI":"10.1108\/JPBM-03-2015-0823","article-title":"Cognitive and emotional processing of brand logo changes","volume":"24","year":"2015","journal-title":"The Journal of Product and Brand Management"},{"issue":"4","key":"key2021111709331933300_ref082","doi-asserted-by":"crossref","first-page":"225","DOI":"10.1002\/cb.331","article-title":"Message strength and persuasion when consumers imagine product usage","volume":"10","year":"2011","journal-title":"Journal of Consumer Behaviour"},{"issue":"10","key":"key2021111709331933300_ref083","doi-asserted-by":"crossref","first-page":"964","DOI":"10.1002\/mar.20368","article-title":"Can you trust a customer's expression? Insights into nonverbal communication in the retail context","volume":"27","year":"2010","journal-title":"Psychology and Marketing"},{"issue":"3-4","key":"key2021111709331933300_ref084","doi-asserted-by":"crossref","first-page":"356","DOI":"10.1080\/0267257X.2013.766631","article-title":"The value of knowing what customers really want: the impact of salesperson ability to read non-verbal cues of affect on service quality","volume":"29","year":"2013","journal-title":"Journal of Marketing Management"},{"issue":"2","key":"key2021111709331933300_ref085","doi-asserted-by":"crossref","first-page":"249","DOI":"10.1080\/10864415.2016.1234287","article-title":"The effect of brand on the impact of e-wom on hotels' financial performance","volume":"21","year":"2017","journal-title":"International Journal of Electronic Commerce"},{"key":"key2021111709331933300_ref086","volume-title":"The Media Equation: How People Treat Computers, Television, and New Media like Real People and Places","year":"1996"},{"issue":"6","key":"key2021111709331933300_ref087","first-page":"571","article-title":"Brand familiarity as a moderating factor in the ad and brand attitude relationship and advertising appeals","volume":"25","year":"2018","journal-title":"Journal of Marketing Communications"},{"issue":"3","key":"key2021111709331933300_ref088","first-page":"119","article-title":"Store brand familiarity as a moderating variable on the effect of personal involvement on store brand buying intention","volume":"3","year":"2018","journal-title":"Journal of Management and Marketing Review"},{"issue":"1","key":"key2021111709331933300_ref089","doi-asserted-by":"crossref","first-page":"351","DOI":"10.25300\/MISQ\/2020\/15103","article-title":"Examining how chronically ill patients' reactions to and effective use of information technology can influence how well they self-manage their illness","volume":"44","year":"2020","journal-title":"MIS Quarterly"},{"key":"key2021111709331933300_ref090","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1016\/j.chb.2014.11.064","article-title":"Trust and distrust on the web: user experiences and website characteristics","volume":"45","year":"2015","journal-title":"Computers in Human Behavior"},{"key":"key2021111709331933300_ref091","unstructured":"Sentance, R. (2018), \u201cEconsultancy\u201d, available at: https:\/\/econsultancy.com\/82-percent-searchers-choose-familiar-brand-search\/ (accessed 29 October 2018)."},{"issue":"2","key":"key2021111709331933300_ref092","doi-asserted-by":"crossref","first-page":"181","DOI":"10.1177\/002224377401100209","article-title":"Attribution theory and advertiser credibility","volume":"11","year":"1974","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2021111709331933300_ref093","doi-asserted-by":"crossref","first-page":"15","DOI":"10.1509\/jmkg.66.1.15.18449","article-title":"Consumer trust, value, and loyalty in relational exchanges","volume":"66","year":"2002","journal-title":"Journal of Marketing"},{"issue":"3","key":"key2021111709331933300_ref094","doi-asserted-by":"crossref","first-page":"367","DOI":"10.1287\/orsc.4.3.367","article-title":"Explaining the limited effectiveness of legalistic \u2018remedies\u2019 for trust\/distrust","volume":"4","year":"1993","journal-title":"Organization Science"},{"issue":"1","key":"key2021111709331933300_ref095","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1177\/002224378602300105","article-title":"Smarter versus harder: an exploratory attributional analysis of salespeople's motivation","volume":"23","year":"1986","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"key2021111709331933300_ref096","doi-asserted-by":"crossref","first-page":"103","DOI":"10.5296\/rbm.v1i2.5270","article-title":"A theoretical framework: the role of trust and perceived risks in purchased decision","volume":"1","year":"2014","journal-title":"Research in Business and Management"},{"issue":"4","key":"key2021111709331933300_ref097","doi-asserted-by":"crossref","first-page":"381","DOI":"10.2307\/4132314","article-title":"An empirical examination of individual traits as antecedents to computer anxiety and computer self-efficacy","volume":"26","year":"2002","journal-title":"MIS Quarterly"},{"issue":"4","key":"key2021111709331933300_ref098","doi-asserted-by":"crossref","first-page":"217","DOI":"10.2753\/MIS0742-1222230410","article-title":"Recommendation agents for electronic commerce: effects of explanation facilities on trusting beliefs","volume":"23","year":"2007","journal-title":"Journal of Management Information Systems"},{"issue":"3","key":"key2021111709331933300_ref099","doi-asserted-by":"crossref","first-page":"861","DOI":"10.1287\/isre.1120.0445","article-title":"A contingency approach to investigating the effects of user-system interaction modes of online decision aids","volume":"24","year":"2013","journal-title":"Information Systems Research"},{"issue":"3","key":"key2021111709331933300_ref100","doi-asserted-by":"crossref","first-page":"744","DOI":"10.1080\/07421222.2016.1243949","article-title":"Empirical assessment of alternative designs for enhancing different types of trusting beliefs in online recommendation agents","volume":"33","year":"2016","journal-title":"Journal of Management Information Systems"},{"issue":"2","key":"key2021111709331933300_ref101","doi-asserted-by":"crossref","first-page":"507","DOI":"10.1287\/isre.2018.0811","article-title":"Effects of sponsorship disclosure on perceived integrity of biased recommendation agents: psychological contract violation and knowledge-based trust perspectives","volume":"30","year":"2019","journal-title":"Information Systems Research"},{"issue":"11","key":"key2021111709331933300_ref102","doi-asserted-by":"crossref","first-page":"5198","DOI":"10.1287\/mnsc.2017.2906","article-title":"Effects of recommendation neutrality and sponsorship disclosure on trust vs. Distrust in online recommendation agents: moderating role of explanations for organic recommendations","volume":"64","year":"2018","journal-title":"Management Science"},{"issue":"4","key":"key2021111709331933300_ref103","doi-asserted-by":"crossref","first-page":"373","DOI":"10.1006\/jevp.1998.0114","article-title":"Motivations and behaviors that support recycling","volume":"18","year":"1998","journal-title":"Journal of Environmental Psychology"},{"key":"key2021111709331933300_ref104","doi-asserted-by":"crossref","unstructured":"Xiao, B. and Benbasat, I. (2014), \u201cResearch on use, characteristics, and impact of e-commerce product recommendation agents: a review and update for 2007-2012\u201d, in Mart\u00ednez-l\u00f3pez, F.J. (Ed.), Research Handbook on Ebusiness Strategic Management, Verlag Berlin Heidelberg Springer.","DOI":"10.1007\/978-3-642-39747-9_18"},{"issue":"5","key":"key2021111709331933300_ref105","doi-asserted-by":"crossref","first-page":"956","DOI":"10.1111\/isj.12183","article-title":"The outcomes and the mediating role of the functional triad: the users' perspective","volume":"28","year":"2018","journal-title":"Information Systems Journal"},{"issue":"3","key":"key2021111709331933300_ref106","doi-asserted-by":"crossref","first-page":"711","DOI":"10.1287\/isre.2018.0807","article-title":"Leveraging user-generated content for product promotion: the effects of firm-highlighted reviews","volume":"30","year":"2019","journal-title":"Information Systems Research"},{"issue":"6","key":"key2021111709331933300_ref107","doi-asserted-by":"crossref","first-page":"192","DOI":"10.1016\/j.im.2011.05.003","article-title":"Repurchase intention in b2c e-commerce-a relationship quality perspective","volume":"48","year":"2011","journal-title":"Information and Management"}],"container-title":["Information Technology &amp; People"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/ITP-08-2019-0448\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/ITP-08-2019-0448\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:55:21Z","timestamp":1753394121000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/itp\/article\/34\/7\/1920-1948\/432256"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,5,24]]},"references-count":107,"journal-issue":{"issue":"7","published-online":{"date-parts":[[2021,5,24]]},"published-print":{"date-parts":[[2021,11,18]]}},"alternative-id":["10.1108\/ITP-08-2019-0448"],"URL":"https:\/\/doi.org\/10.1108\/itp-08-2019-0448","relation":{},"ISSN":["0959-3845"],"issn-type":[{"value":"0959-3845","type":"print"}],"subject":[],"published":{"date-parts":[[2021,5,24]]}}}