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

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  • Shuiqing Yang

    (Zhejiang University of Finance and Economics)

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.

Suggested Citation

  • Shuiqing Yang, 2016. "Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective," Information Systems and e-Business Management, Springer, vol. 14(1), pages 47-70, February.
    • Handle: RePEc:spr:infsem:v:14:y:2016:i:1:d:10.1007_s10257-015-0274-7
    DOI: 10.1007/s10257-015-0274-7
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    References listed on IDEAS

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    6. Talwar, Shalini & Dhir, Amandeep & Khalil, Ashraf & Mohan, Geetha & Islam, A.K.M. Najmul, 2020. "Point of adoption and beyond. Initial trust and mobile-payment continuation intention," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
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