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

Conference paper

AlSheikh, SS, Shaalan, S and Meziane, F. 2017. Consumers’ trust and popularity of negative posts in social media : a case study on the integration between B2C and C2C business models. 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017. Krakow, Poland 16 - 18 Oct 2017 IEEE Xplore. https://doi.org/10.1109/besc.2017.8256364
AuthorsAlSheikh, SS, Shaalan, S and Meziane, F.
TypeConference paper
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.

KeywordsB2C; C2C; Sentiment Analysis; Social Media; Trust; Trust worthiness
Year2017
Conference4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017
JournalProceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017
PublisherIEEE Xplore
Digital Object Identifier (DOI)https://doi.org/10.1109/besc.2017.8256364
Web address (URL)http://besc-conf.org/2017/
Journal citationVol 2018, pp. 1 - 6
ISBN978-153862365-7
Web address (URL) of conference proceedingshttps://ieeexplore.ieee.org/xpl/conhome/8241555/proceeding
Output statusPublished
Publication dates
Online15 Jan 2018
17 Jul 2017
Publication process dates
Deposited05 Jun 2023
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