Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective

Shuiqing Yang ()
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Shuiqing Yang: Zhejiang University of Finance and Economics

Information Systems and e-Business Management, 2016, vol. 14, issue 1, No 3, 47-70

Abstract: Abstract Building initial trust with consumers is critical for e-retailers. Drawing on the elaboration likelihood model, this study examines the factors affecting initial trust in mobile shopping services by focusing on transfer-based and performance-based trust building mechanisms in a web-mobile services extension context. A developed research model reflecting the above two mechanisms is empirically tested on data collected from 192 undergraduate students who were web-shopping users of a famous business-to-consumer retailer in China. The results indicate that transfer-based cues including trust in web shopping services and functional consistency, in combination with performance-based cues including mobile information quality and mobile service quality, significantly affect initial trust in mobile shopping services. In addition, mobile information quality had a stronger, while mobile service quality had a weaker impact on initial trust in mobile shopping services when the consumer had a low level of self-efficacy for change. However, the moderation effects of user involvement were not significant.

Keywords: Initial trust; Mobile shopping; Trust transfer; Performance (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (16)

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DOI: 10.1007/s10257-015-0274-7

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