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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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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.

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Acknowledgements

This work was partially supported by the grants from the National Natural Science Foundation of China (71472163 and 71401153). This work was also supported by the grants from the Humanity and Social Science Youth foundation of Ministry of Education of China (13YJC630203), Zhejiang Provincial Natural Science Foundation of China (LY14G020009), and Zhejiang Provincial Educational Commission Foundation (Y201326670).  

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Authors and Affiliations

  1. School of Information, Zhejiang University of Finance and Economics, Hangzhou, 310018, People’s Republic of China

    Shuiqing Yang

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  1. Shuiqing Yang
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Correspondence to Shuiqing Yang.

Appendices

Appendix 1

See Table 5.

Table 5 Scales and items
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Appendix 2

See Table 6.

Table 6 Factor loadings
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Appendix 3

See Table 7.

Table 7 Common method bias analysis
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Yang, S. Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective. Inf Syst E-Bus Manage 14, 47–70 (2016). https://doi.org/10.1007/s10257-015-0274-7

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  • DOI: https://doi.org/10.1007/s10257-015-0274-7

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