TRUST-RELATED ARGUMENTS IN INTERNET STORES: A FRAMEWORK FOR EVALUATION
Bibliographic record
Abstract
This paper discusses the trust related issues and arguments (evidence) Internet stores need to provide in order to increase consumer trust. Based on a model of trust from academic literature, in addition to a model of the customer service life cycle, the paper develops a framework that identifies key trust-related issues and organizes them into four categories: personal information, product quality and price, customer service, and store presence. It is further validated by comparing the issues it raises to issues identified in a review of academic studies, and to issues of concern identified in two consumer surveys. The framework is also applied to ten well-known web sites to demonstrate its applicability. The proposed framework will benefit both practitioners and researchers by identifying important issues regarding trust, which need to be accounted for in Internet stores. For practitioners, it provides a guide to the issues Internet stores need to address in their use of arguments. For researchers, it can be used as a foundation for future empirical studies investigating the effects of trust-related arguments on consumers ’ trust in Internet stores.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.207 | 0.335 |
| Meta-epidemiology (narrow) | 0.002 | 0.001 |
| Meta-epidemiology (broad) | 0.003 | 0.003 |
| Bibliometrics | 0.014 | 0.010 |
| Science and technology studies | 0.006 | 0.019 |
| Scholarly communication | 0.017 | 0.027 |
| Open science | 0.004 | 0.011 |
| Research integrity | 0.008 | 0.005 |
| Insufficient payload (model declined to judge) | 0.011 | 0.001 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".