Therefore, s-commerce firms may enjoy stable and sustainable growth if they find solutions
or strategies that can address consumers’ complaints, including
those associated with their anxiety or uncertainty induced by
their distrust of s-commerce firms. Jarvenpaa, Tractinsky, and Vital
(2000) claimed that many types of e-commerce firms cannot fully
exploit their economic potential if they are not able to gain the
trust of consumers. Therefore, online buyers’ anxiety resulting from
either a lack of trust or distrust has become an important research
topic, particularly in the context of s-commerce (Kim, 2011).