scholarly journals Benefits First: Consumer Trust Repair in Mobile Commerce

2021 ◽  
Vol 16 (4) ◽  
pp. 1079-1096
Author(s):  
He-Da Zhang ◽  
Shih-Chih Chen ◽  
Athapol Ruangkanjanases
Keyword(s):  
Psychological Contract ◽  
Mobile Commerce ◽  
Experimental Results ◽  
Consumer Trust ◽  
Trust Repair ◽  
Service Failures ◽  
Boomerang Effect

The purpose of this study is to explore trust repair strategies and the outcomes in mobile (m-)commerce. Consumer trust in m-commerce is a calculus-based form of trust; service failures, “inaction” and “excessive actions” are the typical trust decline situations. Three strategies of the fulfillment of consumers’ psychological contract for compensation, arousal, and regulation are proposed as trust-repaired solutions regarding the abovementioned three situations. The experimental results demonstrate that trust cannot be repaired by a single relational psychological contract strategy and that it can be repaired by both a single transactional and interactive strategy; the interactive strategy is more effective in competence-based decline. Second, in integrity-based decline, both the single and interactive strategy negatively influence trust repair; the relational strategy has the strongest effect. The “boomerang effect” shows that the more m-vendors repair, the more the trust decreases. Third, trust can be repaired, respectively by arousal and regulation strategy regarding corresponding situations of inaction and excessive actions. Finally, the trust repair paradox (TRP) has not been verified in m-commerce.

Antecedents of Consumer Trust in B2C Electronic Commerce and Mobile Commerce

2011 ◽  
pp. 158-176
Author(s):  
Dan J. Kim
Keyword(s):  
Electronic Commerce ◽  
Large Scale ◽  
Reference Model ◽  
Mobile Commerce ◽  
Third Party ◽  
Consumer Trust ◽  
Consumer Electronic ◽  
Proposed Model ◽  
Key Issues ◽  
Business To Consumer

Despite the importance of trust in electronic commerce including mobile commerce, there is insufficient theory and model concerning the determinants of consumer trust in business-to-consumer electronic commerce. Thus, the purpose of this chapter is to: i) identify the major antecedents of a consumer’s trust in electronic commerce and mobile commerce contexts through a large-scale literature review, ii) develop an integrative trust antecedent reference model summarizing the antecedents of consumer trust, and iii) finally discuss six categories of mobile applications as future trends of technologies and key issues related to consumer trust area in electronic commerce. In addition, to provide the validity of the proposed reference model, this chapter also proposes a research model derived from the reference model and discusses the constructs of the proposed model in detail. The chapter concludes that building trust is not simply an issue related to consumer-technology-buyer, but it is a complex issue that involves the interactions of key elements (buyer, seller, third-party, technology, and market environment) at least.

Moral Salience and the Role of Goodwill in Firm-Stakeholder Trust Repair

2016 ◽  
Vol 26 (2) ◽  
pp. 181-199 ◽  
Author(s):  
Jill A. Brown ◽  
Ann K. Buchholtz ◽  
Paul Dunn
Keyword(s):  
Psychological Contract ◽  
Moral Intensity ◽  
Corporate Misconduct ◽  
Trust Repair ◽  
Stakeholder Culture

ABSTRACT:Re-establishing trust presents a complex challenge for a firm after it commits corporate misconduct. We introduce a new construct, moral salience, which we define as the extent to which the firm’s behavior is morally noticeable to the stakeholder. Moral salience is a function of both the moral intensity of the firm’s behavior and the relational intensity of the firm-stakeholder psychological contract. We apply this moral salience construct to firm misconduct to develop a model of trust repair that is based on goodwill, and moderated by the firm’s stakeholder culture.

Restoring trust in the context of strategic change

2017 ◽  
Vol 16 (4) ◽  
pp. 401-428 ◽  
Author(s):  
Therese E Sverdrup ◽  
Inger G Stensaker
Keyword(s):  
Psychological Contract ◽  
Change Process ◽  
Strategic Change ◽  
Stage Model ◽  
Relational Dynamics ◽  
Trust Repair ◽  
Employee Trust ◽  
Post Merger Integration ◽  
Merger Integration ◽  
The Relationship

The strategic change literature underscores the risk of loss of trust during change but does not address how trust can be restored once compromised. We conduct an inductive longitudinal study of an organization undergoing post-merger integration and examine how management worked to restore employee trust after a conflictual change process. We introduce the psychological contract perspective, which emphasizes relational explanations for loss of trust. We show that repairing trust can be conceptualized as a renegotiation of the psychological contract and develop a three-stage model of trust repair. In contrast to extant models of trust restoration, which emphasize diagnosis, explanation, penance, and reform, our model attends to relational dynamics that may emerge in the context of organizational change, with heightened uncertainty and ambiguity, and highlights the importance of restoring balance and renegotiating the contractual basis of the relationship.

Understanding the evolution of consumer trust in mobile commerce: a longitudinal study

2013 ◽  
Vol 15 (1) ◽  
pp. 37-49 ◽  
Author(s):  
Jiabao Lin ◽  
Bin Wang ◽  
Na Wang ◽  
Yaobin Lu
Keyword(s):  
Longitudinal Study ◽  
Mobile Commerce ◽  
Consumer Trust

scholarly journals Food Safety Trust, Risk Perception, and Consumers’ Response to Company Trust Repair Actions in Food Recall Crises

2020 ◽  
Vol 17 (4) ◽  
pp. 1270 ◽  
Author(s):  
Chuanhui Liao ◽  
Yu Luo ◽  
Weiwei Zhu
Keyword(s):  
Food Safety ◽  
Risk Perception ◽  
Information Sharing ◽  
Behavioral Intention ◽  
Information Seeking ◽  
Scientific Evidence ◽  
Third Party ◽  
Consumer Trust ◽  
Trust Repair ◽  
Food Recall

Food recalls have severe impacts on the operation, reputation, and even the survival of a recalling company involved in a crisis, with consumer trust violation being the immediate threat to the recalling firm. The involved firms adopt trust repair strategies and release messages relevant to these actions to the public. In this research, we developed a conceptual model to analyze consumers’ general responses to the food recall, and we then compared the effect of two types of consumer trust repair strategies, i.e., self-sanction and information-sharing. The results show that consumer food safety trust has negative impacts on consumers’ protective behavioral intention during a food recall crisis. In the scientific-evidence sharing group, consumers have a higher risk perception, coping appraisal efficacy, information-seeking tendency, and protection behavioral intention. However, consumers’ food safety trust fails to predict protection behavioral intention because scientific-evidence actions can either be regarded as an explanation and self-serving, or as useful facts and solutions. Self-sanction actions overcome the disadvantages of information-sharing actions, but consumers still require information on facts of and solutions to the crisis. Therefore, it is recommended that recalling firms combine these two strategies in the case of consumer trust repair in food recall crises. Furthermore, the involved firms are encouraged to employ a third party to release the scientific evidence.

Antecedents of Consumer Trust in B2C Electronic Commerce and Mobile Commerce

2009 ◽  
pp. 2807-2826
Author(s):  
Dan J. Kim
Keyword(s):  
Electronic Commerce ◽  
Large Scale ◽  
Reference Model ◽  
Mobile Commerce ◽  
Third Party ◽  
Consumer Trust ◽  
Consumer Electronic ◽  
Proposed Model ◽  
Key Issues ◽  
Business To Consumer

Despite the importance of trust in electronic commerce including mobile commerce, there is insufficient theory and model concerning the determinants of consumer trust in business-to-consumer electronic commerce. Thus, the purpose of this chapter is to (1) identify the major antecedents of a consumer’s trust in electronic commerce and mobile commerce contexts through a large-scale literature review, (2) develop an integrative trust antecedent reference model summarizing the antecedents of consumer trust, and (3) discuss six categories of mobile applications as future trends of technologies and key issues related to consumer trust area in electronic commerce. In addition, to provide the validity of the proposed reference model, this chapter also proposes a research model derived from the reference model and discusses the constructs of the proposed model in detail. The chapter concludes that building trust is not simply an issue related to consumertechnology- buyer, but it is a complex issue that involves the interactions of key elements (buyer, seller, third-party, technology, and market environment) at least.

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