Development of application-based mobile-service trust and online trust transfer: an elaboration likelihood model perspective

Jacques Nel and Christo Boshoff

Behaviour and Information Technology, 2017, vol. 36, issue 8, 809-826

Abstract: Many firms are developing application-based mobile services (ABMS) as a complementary channel to their online service. Although perceptions of the ABMS determine trust in the ABMS, trust transfer from the online channel plays a role in the formation of ABMS trust. Applying the elaboration likelihood model (ELM) to the study, two objectives were pursued: (1) to investigate the role different influence processes play in the formation of ABMS trust and (2) to assess whether the effects of these influences vary across users, and if so, how. Data collected from 344 users of the online services of a price-comparison service also offering an ABMS were analysed. Based on the ELM, central and peripheral routes of information processing were identified in the formation of ABMS trust. The central routes of information processing that play a role are the influence of online-service trust and ABMS perceived usefulness on ABMS trust, while the influence of ABMS perceived ease-of-use on ABMS trust emerged as a peripheral cue. Furthermore, online-service trust is also a peripheral cue for ABMS perceived ease-of-use. Other theoretical contributions offered by this study are findings that show that ABMS self-efficacy and online-service use influence information processing, but use different ELM routes.

Date: 2017
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DOI: 10.1080/0144929X.2017.1296493

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