The role of social media in enhancing guanxi and perceived effectiveness of E-commerce institutional mechanisms in online marketplace

Chong, A. Y. L., Lacka, E., Boying, L. and Chan, H. K. (2018) The role of social media in enhancing guanxi and perceived effectiveness of E-commerce institutional mechanisms in online marketplace. Information and Management, 55(5), pp. 621-632. (doi: 10.1016/j.im.2018.01.003)

Abstract

This study extends literature on e-commerce trust and repurchase intentions by exploring the role of swift guanxi and the perceived effectiveness of institutional mechanisms (PEEIM) in the context of a Chinese e-marketplace – Taobao. We explore how Taobao’s social media technologies (online reviews and instant messenger) can improve swift guanxi and PEEIM by increasing online interactivity and presence. We find that buyers’ PEEIM negatively moderates trust in online sellers and repurchase intentions. We show that swift guanxi, created by social media’s interactivity and presence, enhances trust, which further increases repurchase intentions. Theoretical and managerial implications and future research directions are discussed.

• Item Type: Articles
• Status: Published
• Refereed: Yes
• Glasgow Author(s) Enlighten ID: Lacka, Dr Ewelina
• Authors: Chong, A. Y. L., Lacka, E., Boying, L., and Chan, H. K.
• College/School: College of Social Sciences > Adam Smith Business School > Management
• Journal Name: Information and Management
• Publisher: Elsevier
• ISSN: 0378-7206
• ISSN (Online): 1872-7530
• Published Online: 06 January 2018
• Copyright Holders: Copyright © 2018 Elsevier B.V
• First Published: First published in Information and Management 2018
• Publisher Policy: Reproduced in accordance with the copyright policy of the publisher