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Gaining Trust in the Digital Age: The Potential of Social Media for Increasing the Competitiveness of Small and Medium Enterprises

doi: 10.3390/su13041884
handle: 10419/230637
Trust in information originating from a company is becoming essential, as consumer preferences are increasingly versatile and oriented towards credence attributes. Social media, which emerged as a dominant means of online communication, might help increase consumers’ trust in companies. The paper empirically investigates a conceptual trust-building mechanism that could occur on companies’ social media pages. A survey was conducted among social media users in Belgrade (Serbia). The collected data were analyzed using covariance-based structural equation modeling. It confirmed that in an interactive environment of companies’ social media pages, trust can be built towards two objects. The first one is trust among consumers, and the second one is trust towards a company. The results also confirm a connection between trust and an intention to purchase, both being also related to a consumer’s willingness to obtain information. Therefore, the result can serve as a basis for creating more effective marketing campaigns where a company is the source of information regarding credence (added-value) attributes of its products.
- University of Niš Serbia
- University of Belgrade Serbia
- Leibniz Association Germany
- University of Belgrade, Faculty of Agriculture Serbia
- University of Belgrade, Computer Centre Serbia
Environmental sciences, purchase intention, Environmental effects of industries and plants, ddc:330, social media, TJ807-830, trust, GE1-350, consumer behavior, TD194-195, small and medium enterprises, Renewable energy sources
Environmental sciences, purchase intention, Environmental effects of industries and plants, ddc:330, social media, TJ807-830, trust, GE1-350, consumer behavior, TD194-195, small and medium enterprises, Renewable energy sources
citations This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).13 popularity This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.Top 10% influence This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).Average impulse This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.Top 10% visibility views 12 download downloads 70 - 12views70downloads
Data source Views Downloads AgroSpace - Repository of the University of Belgrade, Faculty of Agriculture 12 70


