Please use this identifier to cite or link to this item:
Title: Who needs trust when you know everything? Dealing with information abundance on a consumer-review Web site
Authors: Duffy, Andrew
Keywords: DRNTU::Social sciences::Communication
Consumer Review Sites
Issue Date: 2016
Source: Duffy, A. (2016). Who needs trust when you know everything? Dealing with information abundance on a consumer-review Web site. First Monday, 21(7). doi:10.5210/fm.v21i7.6313
Series/Report no.: First Monday
Abstract: Ideas about trust have been based on information scarcity. To overcome the uncertainty associated with choice, people gather information; when that is not enough, they turn to trust in order to make a decision. Consumer-review Web sites offer information abundance, however, which demands a re-evaluation of the function of trust under such circumstances. This study uses a survey to investigate the role of trust in the traveller review site TripAdvisor. It uses five concept pairings — two measurements of experience using the site, two forms of uncertainty, two mechanisms of information-seeking, two forms of trust and two behavioural outcomes — to explore how trust operates amidst information abundance. It proposes that while consumer-review Web sites overcome primary uncertainty (risk of making a poor choice) by providing information, they produce a secondary uncertainty (inability to assess all options) based on concerns about processing the mass of information efficiently. This study finds that trust plays a role in reducing both primary and secondary uncertainty, but not in decision-making. It proposes that trust may be subsumed into information seeking on information-abundant consumer-review Web sites, and discusses implications for how trust is understood and what it means for effective reviewer sites.
ISSN: 1396-0466
DOI: 10.5210/fm.v21i7.6313
Rights: © 2016 First Monday. This paper was published in First Monday and is made available as an electronic reprint (preprint) with permission of First Monday. The published version is available at: []. One print or electronic copy may be made for personal use only. Systematic or multiple reproduction, distribution to multiple locations via electronic or other means, duplication of any material in this paper for a fee or for commercial purposes, or modification of the content of the paper is prohibited and is subject to penalties under law.
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:WKWSCI Journal Articles

Page view(s)

Updated on Jun 22, 2021

Download(s) 50

Updated on Jun 22, 2021

Google ScholarTM




Items in DR-NTU are protected by copyright, with all rights reserved, unless otherwise indicated.