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Social Presence is a Key to Customer Trust in an Online Retailer Website

Social Presence is a Key to Customer Trust in an Online Retailer Website | Business News | Scoop.it
Frank Reynold's insight:

Customer’s trust has always been a key to successful commerce. But if earning clientele’s trust in physical commerce is hard, it’s a challenge in e-commerce and the key to survival of online businesses. In e-commerce, social presence is one of the factors that affect customer’s trust and online retailers that maintain strong social presence are those that win that trust.

 

Tou can find the full study published here: http://www.ibimapublishing.com/journals/JIEBS/2013/895661/895661.html

 

A research carried by tow researchers, Mouna Thabet and Mustapha Zghal from the Faculty of Economics and Management at Tunis-Tunisia and published recently in a Journal of Internet and e-Business Studies, has highlighted this issue. The study “aims to identify the dimensions of this form of trust and explore the manifestations of this "need for contact" required by users in a virtual shopping.”

 

The shopper always looks forward to reduce uncertainty, and this could be easily reached when there’s physical contact, something which is not relevant in online commerce. As this new research stated it “trust in a virtual environment is characterized by uncertainty, vulnerability and dependence.” Then, trust can only be reached if the “website fulfills its promises, accomplishing its ethical obligations as the delivery of goods and services or their confidentiality with respect to information disclosed” and if the “the website does not take advantage of the vulnerability of the client and is in the interest of its customers in Instead of worrying maximize its profit.”

 

Among the factors that affect the customer’s trust in a retailer website is social presence. As stated by the research “social presence is a determinant of trust in a retail website.” It’s an emotional and psychological and in order to build a relationship with the customer and earn his confidence, the retailer needs to maintain a social presence so that the customer feels of “being present with a real vendor. This feeling comes from the emotion during the interaction with the website” the research affirmed.

 

What makes earning the customer’s trust online is the lack of human contact. It’s different to have physical contact with speech tone, facial expressions and all human communication aspects than making contact from behind dead screens. So even when online, customers look for that human touch. "I want to feel that I am in front of a salesperson or a technician that I could request any information that I need" the study mentioned.

 

According to the study, there are a number of aspects that manifest social presence of a an online retailer including website data, animations on the website, human photos, personalized welcome, virtual agents, frequently asked questions , instant messaging, number of entries, discussion forums, and social networks. But, “the human photos and data especially about prices represent the heavier forms in determining trust in a retail website.”

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Improved workspace affects employees’ performance

Improved workspace affects employees’ performance | Business News | Scoop.it

Workspace plays a key role in the employee’s productivity, and that space if improved will have great effects on the employee’s performance and efficiency at work.

Frank Reynold's insight:

As a manager or a company owner, you want to increase the performance of your employees, right? So, one of the management tools you probably ignore is workspace. Yes, workspace plays a key role in the employee’s productivity, and that space if improved will have great effects on the employee’s performance and efficiency at work. So, if you want to increase your stuff’s performance, improving workspace is no longer a choice but a necessity. That’s what has been stressed by a new research published recently.

 

The study is published here, you can read it: http://www.ibimapublishing.com/journals/JOMS/2013/295350/295350.html

 

 The study is carried by researcher Jennifer Abou Hamad at University Paris 1 Pantheon, Sorbone. It’s never the same if the workspace is highly improved or poorly set. According to the study published in a Journal of Organizational Management Studies, workspace is a manager tool and “it is important to reflect on office layout to improve the welfare and performance of employees and enable them to give their best effort.”

 

If the employee is given the flexibility to design his own workspace with his own stuff and not only occupy the place, it would make much difference. A poorly set workspace is just fostering negative energy into the employee’s psychology. Thus, if the employee doesn't like what’s around him, his productivity will unintentionally decrease. When the employee develops his personal space, the latter “becomes a strategic tool as the employee feels more involved in company decision-making and experiences improvements in both motivation and the quality of life at work.

 

According to the researcher “employees must not only occupy the space but also adapt the space to their needs” the study stated. Hence, in order to get benefits and best of its employees “a company needs to rethink its workspace to make it more attractive” the study stressed. The researcher affirmed that “workspace functions to optimize working conditions, to protect and motivate employees, to enhance well-being and, in turn, individual performance.”

When you improve the welfare of employees at work including a perfect workspace and rich work environment, you’ll get benefits from the productivity rates that will significantly rise. As the study mentioned, the “work environment is designed as a managerial tool to achieve certain organizational goals.”

 

When the organizations make a perfect environment for work, they will reduce job stress that has “become a major risk that organizations must face” as it is “not only harmful to the employee but also posing serious consequences for the company.” The employee is an active vein in the company’s body, so if harmed it will affect the whole body in a way or another. According to the study “Poor workplace conditions become a source of pain that can cause psychosocial disorders”.

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