Background: E-commerce retailing is the most rapidly growing shopping mode and has quickly gained a huge market share. The increased growth rate means that the competition among online based companies is growing. Therefore the challenge faced is how to be unique on an extremely competitive market and being able to reach customers in a jungle of information and communication. By identifying barriers and weaknesses in the existing online sales mode, new complementary tools might be found which can help online based companies to stay competitive, meet customers’ demands and deliver exclusive experiences.   Purpose: The purpose of this thesis is to describe the new phenomenon pop-up store and investigate if it could be a complementary tool for online based companies to help tackling limitations inherent in e-businesses.   Methodology: In this study we conducted seven interviews with people that have been working with pop-up store concepts in some way. Two of the interviewees were consultants, one was a specialist on pop-up stores and the rest were Marketing Managers of well known Swedish companies.       Conclusions: This study showed that the three most prominent limitations inherent with e-business (lack of human interaction, communication, capture of visitors’ attention) could be overcome with a pop-up store.   Proposals for future research: It would be interesting to further investigate, in connection to this study, how customers have perceived the concepts and if they think that a pop-up store could increase their knowledge about an online based company and enhance their willingness to purchase through the web

Previous studies have revealed that the creation of synergy among retailers’ channels can enhance customers’ satisfaction and loyalty. Nevertheless, little is known about utilising such synergy in inducing customers’ purchasing behaviour in electronic commerce. In an attempt to address this issue, few empirical studies have been conducted into the role of trust transference from brick to click channels in order to understand customers’ purchasing intentions. These empirical studies have mainly focused on interpersonal trust as a proxy of the transference process. Therefore, the present study seeks to articulate the importance of impersonal trust, and shed light on its expected role in the transference process during the introductory stage of customers’ interaction. Impersonal trust, or perceived structural assurance as labelled in this study, refers to customers’ beliefs in the legal and technological structures of retailers’ websites. However, the introductory stage describes the state of customers when they have not yet been exposed to a retailer’s website. These notions are thoroughly reviewed and synthesised to achieve a proper conceptualisation and operationalisation for the perceived structural assurance. Then, on the basis of previous theories and studies, a conceptual model is constructed to determine several drivers of the perceived structural assurance, as well as its consequences. With regard to the research methodology, a quantitative triangulation choice is adopted in the present study. This choice involves the design of a survey questionnaire, which is employed after relying on several explorative instruments. However, upon the insights of a pilot study, a total of 304 responses are used to analyse the overall research data. Then, the results are generated through an advanced stage of statistical analysis which is performed by Structural Equation Modelling (SEM). The results indicate that the validated model is robust and can be used in generalising the findings of the current research. The novelty of this study involves several contributions to the body of knowledge and practice. This study develops a model that theoretically extends the existing knowledge on the trust transference phenomenon and posits an effective approach of triangulating methods in quantitative research. Lastly, this study contributes to the practice by presenting evidence to support the synergy among retailers’ brick and click channels.

As the internet has become an increasingly growing market for companies, it has also subsequently revolutionized shopping. There are countless different options on the internet for individuals. If a website does not live up to the expectations, there is always another one just a few clicks away. This raises the demands on the retailers, in terms of development and maintenance of their e-commerce websites. In order to succeed, there are many things that have to be considered and addressed. This thesis research discusses some of the most essential questions that may arise during the development of an e-commerce website. The process has been divided into four different sections; graphical design, information design, interaction design, and online trust. Each one of these sectors is important and every website developer should be familiar with them.

Background: E-commerce has created opportunities for companies and customers to operate online and enabled usage of online communication strategies to gain loyal customers. Small and medium e-commerce businesses have the possibility to expose wider range of products and reach customers globally despite limited resources. However, e-commerce has also brought challenges to companies, due to a new online approach, a changed customer behavior and a global competition. Previous research emphasize that the lack of physical contact with customers creates obstacles for e- commerce businesses, which might lead to perceived risks. Prior research on e- commerce businesses focuses on larger firms and no extensive research is made to understand how Swedish small and medium e-commerce businesses can optimize international communication strategies to create online trust and customer loyalty. Purpose: The purpose of this study is to examine how Swedish small and medium businesses within the e-commerce sector manage global communication with customers despite lack of physical presence. By exploring how this distance might affect online trust and customer loyalty, the study will provide a deeper knowledge of how customer communication can improve customer relationships in an online context. Research Question: How can Swedish small and medium e-commerce businesses use customer communication strategies to generate online trust and gain loyal customers on a global market? Methodology: Abductive research approach, Qualitative research method, Exploratory research design, Semi-structured interviews. Conclusion: In order for companies to reduce customers ́ perceived risks, connected to online purchase, and to understand customer ́s behavior, despite lack of physical presence, we have gained knowledge of that small and medium e-commerce businesses should utilize interactive and customized communication strategies. These online communication strategies will create a mutual value and contribute to an increased online trust, which results in loyal customers.

Designing a good customer relationship is important for a company to function and trust plays a major role when building customer relationships. The importance of this becomes more highlighted in the context of non- testable, non-testable products online since the customer cannot evaluate anything physically beforehand. Here trust is the mediator for a successful customer relationship within online shopping. The purpose of this study was to explain the impact of Source of Information and Credibility of Information on online consumer trust in the setting of non-testable, non-returnable products online. With a deductive approach to this quantitative research, the methodology of operationalization was used to measure the theoretical framework and to derive two hypotheses to be rejected or accepted based on the results of an online self-completion questionnaire. The questionnaire got a total of 74 answers that were analyzed by running a multiple regression analysis. The result of this study is that one hypothesis is accepted, the Credibility of Information has a positive relation to Trust when shopping non-testable, non- returnable products online, based on the positive relationship found. By accepting only one hypothesis, this resulted in a modified research model visually presenting the outcome. Which can be concluded that Credibility of Information has a positive relationship with Trust in the context of non- testable, non-returnable products online. Which implies that companies within this area should increase credibility in order to increase customer online trust.

The concept of the sharing economy has gained increased attention among academicresearch and practitioners alike. The sharing economy presents a shift from the traditionalcommerce way of business to a more collaborative sharing of resources. Companies suchas Uber, Airbnb and TaskRabbit have contributed to the raising popularity of sharingservices, by providing consumers with a platform to engage in peer-to-peer sharing. Inaddition, Web 2.0 has proven to be an essential factor in the rigorous growth of the sharingeconomy among consumers, by connecting them and enabling consumer engagement.Despite academic researchers devoting more attention to the sharing economy, there hasbeen a lack of research addressing specific influences that Web 2.0 has on the consumerin the sharing economy. In order to fill this gap, this research seeks to gain a deeper understanding of the consumerperspective by providing valuable insights into how Web 2.0 affects consumer behaviorwithin the sharing economy. Therefore, this research first aims to identify the aspects thatdrive consumers to consider the sharing economy as an alternative to traditional options.Following this, the research intends to uncover how both companies and peer consumersin the sharing economy attempt to influence potential consumers’ consideration of asharing option. Finally, it is equally important to highlight how participation and Web 2.0affects the outcomes. To fulfill this purpose, a qualitative study has been conducted among users of the sharingeconomy. The sample group for the semi-structured interviews was selected based ontheir shared characteristic of belonging to Generation Y and having used a sharing optionin the past. In order to add a degree of credibility to our findings, a product manager fromthe sharing economy shared comments and insights in regards to the data gathered duringthe interviews. Several themes were derived from the gathered data through the analysis and discussionin regards to the drivers, influencing factors and outcomes of the participation in thesharing economy. In terms of the drivers, the first theme is financial considerations, whoseimportance is dependent on the nature of the sharing option. The second theme is the needfor experience, which includes authentic and local experiences. Finally, the theme ofsecurity considerations is concerned with the perception of risk of participation in thesharing economy. Within the company influencing factors, the first theme of onlinemarketing is subjected to factors such as presentation and delivery which affect thecredibility of these activities. Meanwhile, the second theme of consumer referral systemsenjoys more credibility due to the overwhelming involvement of peers. On the other hand,influences by other consumers show the importance of trust in peers through eWOM,including reviews and recommendations, as part of the identified receiving consumerengagement theme. The final influencing factors are part of the third-party theme, whichincludes the importance of online news and pop culture as a source of awareness. Lastly,the identified themes in terms of outcomes after participating in the sharing economyrevolve around the change in concerns regarding risk and uncertainty, which affect thedegree of online trust. Finally, the creating consumer engagement theme shows that thequality of the sharing experience motivates the consideration to engage in eWOM and inturn become an advocate for sharing options.

Cette étude a pour objectif d’analyser l’influence de l’information multidimensionnelle diffusée à travers les sites boursiers sur la confiance de l’investisseur individuel, ainsi que tester l’effet médiateur de la confiance sur la relation informations/intention d’achat des actions.À partir d’une étude qualitative exploratoire et une étude quantitative auprès de 180 investisseurs individuels, nous montrons que la forme et la qualité de l’information influencent la confiance de l’investisseur. La qualité du site boursier exerce aussi un effet sur la confiance. De même, la confiance joue un rôle de médiateur partiel sur la relation informations/intention d’achat des actions. / This study aims to analyze the influence of multidimensional information disseminated through the stock-exchange websites on the confidence of individual investors, as well as test mediating effect of trust on the relationship information/ purchase intent actions.From a qualitative exploratory study and a quantitative study of 180 individual investors, we show that the shape and quality of the information affect investor confidence. Stock-exchange website quality also has an effect on trust. Similarly, trust plays a partial mediator of the relationship information/ intention to purchase shares.

A confiança online é de grande importância no comércio online sendo considerada mais importante no comércio social do que no comércio eletrônico, visto que, ela é a responsável por levar os consumidores a adquirir a intenção de compra. Devido a grande importância da confiança no comércio online, esta pesquisa possuiu como principal objetivo estudar o relacionamento entre a confiança e as variáveis que a influência (seus antecedentes) e entre a confiança e a intenção de compra. Este relacionamento foi verificado no comércio social mais especificamente em sua segunda forma de classificação, a qual, considera as mídias sociais como sendo um tipo de loja online. Como antecedentes foram estudados a privacidade, a segurança, a proximidade, a familiaridade e o hábito de utilizar o site sendo que este foi estudado de forma inédita neste estudo. Para realizar esta pesquisa foi realizado um levantamento junto com os consumidores que utilizam o Facebook como site do comércio social. Como método de coleta de dados foi utilizado um questionário elaborado com base na escala Likert de sete pontos onde este foi aplicado aos estudantes da graduação e da pósgraduação da Universidade de São Paulo campus Ribeirão Preto sendo que a amostra utilizada nesta pesquisa foi por conveniência. Como método de análise de dados foi utilizado o modelo de equações estruturais. Foi possível mostrar que os antecedentes: privacidade, segurança, familiaridade e hábito de usar o site influenciam positivamente a confiança e que a proximidade exerce influência negativa. Também foi mostrado que a confiança influencia positivamente a intenção de compra. Os resultados deste estudo trouxeram importantes descobertas na área de pesquisa do comércio social contribuindo tanto com a literatura quanto com a prática. Em relação a literatura foi possível mostrar que a segurança é um antecedente da confiança fato que não tinha sido comprovado em outra pesquisa, além do mais foi visto de forma inédita que o hábito de usar o site também é um antecedente que exerce influência positiva sobre ela. Na prática estes resultados podem ser utilizados pelos administradores para melhorar seus sites. / Online trust is of great importance in online commerce being considered more important in social commerce than in electronic commerce since it is responsible for getting consumers to acquire the intention to purchase. Due to the great importance of trust in online commerce this research had as main objective to study the relationship between trust and the variables that influence (its antecedents) and between the trust and the intention to purchase. This relationship was verified in social commerce more specifically in its second form of classification which considers social media as being a type of online store. As antecedents we studied the privacy, security, proximity, familiarity and habit of using the site, and this was studied in an unprecedented way in this study. To carry out this research was carried out a survey together with consumers who use Facebook as a social commerce site. As a method of data collection, a questionnaire was developed based on the seven-point Likert scale where it was applied to undergraduate and graduate students from the University of São Paulo at Ribeirão Preto campus and the sample used in this study was for convenience. As a method of data analysis the structural equations model was used. It was possible to show the antecedents: privacy, security, familiarity and habit to use the site positively influence the trust and that the proximity exerts negative influence. It has also been shown that trust positively influences the purchase intention. The results of this study have brought important findings in the area of social commerce research contributing both to literature and practice. In relation to the literature it was possible to show that security is an antecedent of trust fact that had not been proven in another research, besides was seen in an unprecedented way that the habit of using the site is also an antecedent that exerts a positive influence on it. In practice, these results can be used by administrators to improve their sites.

The growth of eCommerce is being hampered by a lack of trust between providers and consumers of Web-based services. While Web trust issues have been addressed by researchers in many disciplines, a comprehensive approach has yet to be established. This thesis proposes a conceptual trust-profiling framework???W3TF???which addresses issues of trust and user confidence through a range of new user-centred trust measures???trust categories, trust domains, transitivity of trust, fading factor analysis, standalone assessment, hyperlinked assessment and relevance assessment. While others now use the concept of transitivity of trust, it was first introduced by this research in 1998. The thesis also illustrates how W3TF can narrow the gap/disconnection between the hierarchical PKI trust environment and the horizontal Web referral environment. The framework incorporates existing measures of trust (such as Public Key Infrastructure), takes account of consumer perceptions by identifying trust attributes, and utilises Web technology (in the form of metadata), to create a practical, flexible and comprehensive approach to trust assessment. The versatility of the W3TF is demonstrated by applying it to a variety of cases from trust literature and to the hypothetical case study that provided the initial stimulus for this research. It is shown that the framework can be expanded to accommodate new trust attributes, categories and domains, and that trust can be ???weighed??? (and therefore evaluated) by using various mathematical formulae based on different theories and policies. The W3TF addresses identified needs, narrows the gaps in existing approaches and provides a mechanism to embrace current and future efforts in trust management. The framework is a generic form of trust assessment that can help build user confidence in an eCommerce environment. For service providers, it offers an incentive to create websites with a high number of desired trust attributes. For consumers, it enables more reliable judgments to be made. Hence, Web trust can be enhanced.

The growth of eCommerce is being hampered by a lack of trust between providers and consumers of Web-based services. While Web trust issues have been addressed by researchers in many disciplines, a comprehensive approach has yet to be established. This thesis proposes a conceptual trust-profiling framework???W3TF???which addresses issues of trust and user confidence through a range of new user-centred trust measures???trust categories, trust domains, transitivity of trust, fading factor analysis, standalone assessment, hyperlinked assessment and relevance assessment. While others now use the concept of transitivity of trust, it was first introduced by this research in 1998. The thesis also illustrates how W3TF can narrow the gap/disconnection between the hierarchical PKI trust environment and the horizontal Web referral environment. The framework incorporates existing measures of trust (such as Public Key Infrastructure), takes account of consumer perceptions by identifying trust attributes, and utilises Web technology (in the form of metadata), to create a practical, flexible and comprehensive approach to trust assessment. The versatility of the W3TF is demonstrated by applying it to a variety of cases from trust literature and to the hypothetical case study that provided the initial stimulus for this research. It is shown that the framework can be expanded to accommodate new trust attributes, categories and domains, and that trust can be ???weighed??? (and therefore evaluated) by using various mathematical formulae based on different theories and policies. The W3TF addresses identified needs, narrows the gaps in existing approaches and provides a mechanism to embrace current and future efforts in trust management. The framework is a generic form of trust assessment that can help build user confidence in an eCommerce environment. For service providers, it offers an incentive to create websites with a high number of desired trust attributes. For consumers, it enables more reliable judgments to be made. Hence, Web trust can be enhanced.