Enhancing consumer trust in short food supply chains

Abstract

PurposeThe purpose of this paper is to explore how consumers’ trust is enhanced by e-commerce-based agribusiness companies. It also aims to shed light on the role of social commerce in improving consumers’ trust.Design/methodology/approachTo achieve the research purpose, an in-depth multiple case study is performed. In this study, three cases in short food supply chain (SFSC) in China are selected, and they are all e-commerce agribusiness companies. They adopted common ways to build up, maintain and reinforce consumers’ trust.FindingsIt is revealed that the companies innovatively adopted social commerce, both online and offline, to overcome the trust problems usually faced by e-commerce companies. It is also shown that offline contact with potential consumers is an important first step for agribusiness e-commerce entrepreneurs to build up trust with consumers.Research limitations/implicationsBy adopting a multiple case study method, the research has limited generalizability to other types of SFSCs. Since the findings are from Chinese agribusiness e-commerce companies, the generalization to other sectors must be done with caution.Practical implicationsSome managerial implications are given as follows: first, offline contact with consumers could be realized through different channels. Taking advantage of existing social network or trying to find consumers in urban communities might be effective ways. Second, trust building with consumers is not an easy task, managers need to emphasize trust building, trust maintaining, as well as trust reinforcing with consumers. In agri-food sector, managers might need to specifically address the importance of food safety and quality so as to not lose consumer trust in one night.Originality/valueThe study has mainly two contributions: first, it has managerial implications for agribusiness e-commerce entrepreneurs, addressing the important role of social presence in building up consumer trust. Second, it contributes to social presence and social relations literature by providing new empirical evidence from e-commerce in agri-food sector and in developing countries.