Trust is dynamic in nature. It is a process rather than an outcome; it develops over time. Trust is an essential ingredient for successful business transactions in electronic commerce. Yet, there is little empirical research on the dynamic nature of trust in information systems and electronic commerce areas using a longitudinal (pre- and post-phase) approach. This paper proposes a model of dynamic trust from a longitudinal perspective. Furthermore, it provides empirical evidence of the dynamic nature of trust in the context of e-Channel and e-Vendor. The results of the study show that a consumer’s trust changes over time due to variations in the level of trust in the pre-purchase phase and satisfaction with a previous transaction in the post-purchase phase. The results also reveal that satisfaction and post-trust are strong determinants of a consumer’s future intention to reuse the e-Channel and to repurchase through the e-Vendor.
Kim, Dan J., "A Study of the Dynamic Nature of Trust from a Longitudinal Perspective" (2008). SIGHCI 2008 Proceedings. 10.