中文摘要：

以C2C环境为研究背景，用问卷调查法先后进行了2个研究，构建了服务质量对初始信任和持续信任的影响模型，并比较了它们的差异。研究结果表明：店面设计、专业性、欢迎度和价格理性仅对初始信任有显著正向影响；关系维护、商品质量、完成性和补偿性仅对持续信任有显著正向影响；对初始信任和持续信任来说，信息质量和响应性均存在显著正向影响；而信息获得及规模，对初始信任和持续信任均无显著影响。研究结论显示，在线信任的动态观点、服务质量的阶段性理论能够有效地解释C2C电子商务市场中服务质量与信任维度的构成及其关系，双因素理论是在线信任不同阶段影响因素差异的理论基础，这些结论对C2C电子商务市场的发展提供了理论指导。

英文摘要：

The paper proposes to construct models of the influence of service quality on initial and continuous trust under C2C environment using questionnaire survey, and compares the differences between them. The results show that store design, expertise, popularity and price rationality only have significant impact on initial trust. Relationship maintenance, product quality, integrity and compensation only have significant impact on continuous trust. Information quality and responsiveness have significant impact on both initial and continuous trust. Information acquisition and scale have no significant impact on both kinds of trust. The conclusion indicates that the dynamic view of online trust and the phase theory of service quality effectively explain the relation model. Two-factor theory is the theoretical basis of different influences mechanism at different phases of e-trust, which can provide theoretical guidance for C2C e-commerce market development.