Three items assess whether a website provides customers with order-management features they value: delivery options, returns policies, and e-mail order confirmation. Focuses on functional capabilities rather than satisfaction with execution.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133–152.
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