Examining the mediating effect of positive moods on trust repair in e‐commerce
Bibliographic Data
| ID | 12420808 |
|---|---|
| Authors | Ying‐Hueih Chen (Providence University, corresponding author), Jyh‐Jeng Wu (0000-0002-4703-6428, National United University), Hsin‐Tzu Chang (National United University) |
| Year | 2013 |
| Volume | 23 |
| Issue | 3 |
| Pages | 355-371 |
| Publication date | 2013-05-21 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Internet Research (JOURNAL) |
| Journal identifiers | ISSN: 1066-2243 • E-ISSN: 2054-5657 |
| Publisher | Emerald Publishing Limited (PUBLISHER • GB) |
| DOI | 10.1108/10662241311331772 |
| OpenAlex | W2056333969 |
| Language | EN |
| Citations received | 17 |
| References cited | 29 |
Purpose The purpose of this research is to investigate the impact of causal attributions (locus, stability, and controllability attributes) on trust violations and the coping strategies (affective, functional, and informational initiatives) involved in trust repair on building positive moods within the context of e‐commerce. Design/methodology/approach The research model is tested using data collected from 513 active e‐shoppers. Structure equation modeling is employed to verify and validate the research model. Findings Results show that strategies for repairing trust are effective in building positive moods among consumers, while causes of negative events have a negative impact on consumer mood. Furthermore, positive moods significantly influence the rebuilding of consumer trust. This research demonstrates that positive mood is an important mediator in trust repair. Practical implications The research results provide insight into how e‐vendors can ease the tension associated with trust‐related disputes. Originality/value This study represents one of the few attempts to integrate the attribution theory with trust research and to outline the strategies of post‐encounter trust rebuilding process following a trust violation
Attribution · Context (archaeology · Mood · Originality · Customer Service Quality and Loyalty · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Technology Adoption and User Behaviour
The Impact of Affective Repair Strategies on Brand Trust
An analysis of consumer’s trusting beliefs towards the use of e-commerce platforms
The effectiveness of functional and affective recovery strategies in restoring user trust after privacy violations
Interactive effects of advising strength and brand familiarity on users' trust and distrust in online recommendation agents
New Directions in Corporate Social Responsibility and Ethics
The dynamics of trust development in the life cycle of information systems’ use
Green Innovation Practices and Guests’ Return Intention
Roles of Attribution and Government Intervention in the Trust Repair Process During the Covid-19 Pandemic
Antecedents and consequences of e-shopping
Understanding impulse purchase in Facebook commerce
Food Safety Trust, Risk Perception, and Consumers’ Response to Company Trust Repair Actions in Food Recall Crises
Temporal effects of information from social networks on online behavior
E-retailing ethics and its impact on customer satisfaction and repurchase intention
Female online shoppers
Freemium business model
Ethical perspectives on e-commerce
The impact of uncertainty on tourists’ controllability, mood state and the persuasiveness of message framing in the pandemic era
Achievement motivation and attribution theory.
Trust in leadership
What Trust Means in E-Commerce Customer Relationships
How to repair customer trust after negative publicity
The Behavioral Consequences of Service Quality
When more blame is better than less
Consumer Trust, Value, and Loyalty in Relational Exchanges
The Role Of Causal Attribution Dimensions In Trust Repair
Trust and relationship building in electronic commerce
Trust and reputation models comparison
To pay or to apologize? On the psychology of dealing with unfair offers in a dictator game
Lemons on the Web
On being happy and gullible
| Citations per year | 1.42 |
|---|---|
| Citation span | 2014 - 2026 (13) |
| Highly cited | No |