Promoting Trading Partner Trust in B2B E-Commerce through the Use of Service Level Agreements and the Establishment of Support Centres

The purpose of this paper is to propose ways to increase the people-side trust in business-to-business e-commerce environments. In particular, two mechanisms are proposed: (A) The use of Service Level Agreements, a special form of contract popular in the IT industry, which can be introduced to cover all legal and non-legal requirements of online trading. (B) The establishment of Support Centres, which can act as intermediaries, and which can guarantee the trustworthiness of companies.

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