Consumers’ trust and popularity of negative posts in social media : a case study on the integration between B2C and C2C business models

AlSheikh, SS; Shaalan, S; Meziane, F

Abstract

Trust can be defined as the vulnerability of trustor
towards trustee to meet certain expectations. This paper extends
the definition of trust to cover digital world and illustrate the
trust model used by most of nowadays online stores. The social
media sentiment analysis revealed the sentiments of customers
towards traditional Business-to-Consumer (B2C) stores vs
modern Consumer-to-Consumer (C2C) market places. Sentiment
analysis was performed across multiple industry’s like Taxi,
hospitality, and online retail industry. The popularity of Negative
sentiments was higher towards most of modern C2C market
places compared to traditional B2C stores. The popularity of
negative posts was linked with the consumers’ trust towards the
C2C market place offering. However, few C2C companies
managed to maintain a high positive posts ration and sometimes
they were better than traditional B2C business. Uber and
AirBnB surprisingly were not on the top.

Citation

AlSheikh, S., Shaalan, S., & Meziane, F. (2017, October). Consumers’ trust and popularity of negative posts in social media : a case study on the integration between B2C and C2C business models. Presented at 4th International Conference on Behavioural, Economic, and Socio-Cultural Computing (BESC2017), Krakow, Poland

• Presentation Conference Type: Other
• Conference Name: 4th International Conference on Behavioural, Economic, and Socio-Cultural Computing (BESC2017)
• Conference Location: Krakow, Poland
• Start Date: Oct 16, 2017
• End Date: Oct 18, 2017
• Acceptance Date: Jul 17, 2017
• Deposit Date: Sep 13, 2017
• Publicly Available Date: Nov 1, 2017
• Publisher URL: http://besc-conf.org/2017/
• Additional Information: Event Type : Conference