The role of social presence in establishing loyalty in e-Service environments

By Dianne Cyr, Khaled Hassanein, Milena M. Head, Alex Ivanov. Interacting with computers, 2007

776 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/670324141cb293579ff60266c11498b4f1487df8

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Social Presence, Trust, and Social Commerce Purchase Intention: an Empirical Research (2016, background): “, 2009), the computer-mediated communication (CMC) tools such as customer support chat (Qiu& Benbasat, 2005) andmessage boards (Cyr et al., 2007) can also convey social presence.”
Creating Effective Online Customer Experiences (2018, background): “It can also increase pleasure, arousal, and flow during online shopping (Wang et al. 2007), as well as purchase intentions (Hassanein and Head 2007) and loyalty (Cyr et al. 2007).”
A Meta-analysis of Online Trust Relationships in E-commerce (2017, methodology): “2011), offline trust (Kuan and Bock 2007), social presence (Cyr et al. 2007), word-of-mouth (Bock et al.”
Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence (2021, background): “Several studies investigate the variables influencing users' attitude in the consumers – technology interaction including functional elements (Cyr et al., 2007; Venkatesh et al., 2003), perceived social presence (Ye et al., 2019), and trust (Hassanein & Head, 2007).”
Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk (2014, neutral): “, 2002) * (Prasad & Aryasri, 2009) Price * (Liao & Cheung, 2001) * (Kim & Gupta, 2009) Perceived usefulness * (Pavlou, 2003) * (Pavlou, 2003) Enjoyment/playfulness * (Teo, 2001) * (Cyr et al., 2007)”
Determinants of customer repurchase intention in online shopping (2009, background): “Cyr et al. (2006) showed that enjoyment has a stronger effect on loyalty towards a mobile service than perceived usefulness, whereas Cyr et al. (2007) showed that perceived usefulness has a stronger effect on loyalty towards an e-service web site.”
COVID-19: fear appeal favoring purchase behavior towards personal protective equipment (2020, background): “From an emotional point of view, social presence is characterized as the ‘warmth feeling’ of the media, thus, its ability to transmit the feeling of human warmth and sensitivity through non-verbal cues (Cyr et al., 2007; Yoo & Alavi, 2001).”
Evaluating Anthropomorphic Product Recommendation Agents: A Social Relationship Perspective to Designing Information Systems (2009, background): “Whereas the effects of social presence have been explored in prior studies of e-mail [37, 114] and online shopping Web sites [27, 38], it was in this study extended to the realm of online recommendation systems.”
Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions (2018, background): “Social presence has been found to be an important driver for trust and intentions to purchase online (Cyr, Hassanein, Head, & Ivanov, 2007; Lu, Fan, & Zhou, 2016), as well as an important predictor of trust of recommendation agents (Hess, Fuller, & Campbell, 2009).”
Colour appeal in website design within and across cultures: A multi-method evaluation (2010, methodology): “Trust and satisfaction were chosen as key antecedents to loyalty based on the establishment of these relationships in other work related to website design (Cyr, 2008; Cyr et al., 2008, 2007; Flavi an et al., 2006; Lam et al., 2004).”
How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust (2010, background): “…with EQS 5.7 Satisfaction with the website, perceived organizational reputation Satisfaction with the website, perceived organizational reputation Cyr et al. (2007) Experiential survey with 185 students (Canada) tasked to browse an e-service website for buying concert tickets Structural equation…”
Donate Time or Money? The Determinants of Donation Intention in Online Crowdfunding (2019, background): “In social-virtual environments, social presence theory (SPT) is adopted to study users’ behaviors [17,18].”
An Integrated Model for Customer Online Repurchase Intention (2011, neutral): “We deemed this a better option than prior research that had examined students’ behavioral intentions using a virtual experimental website or by asking them to imagine what they would do under a specified condition [9, 20, 21].”