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Investigating the nonlinear and conditional effects of trust : the new role of institutional contexts in online repurchase
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Zou, Haiyun (Melody), Qureshi, Israr, Fang, Yulin, Sun, Heshan, Lim, Kai H., Ramsey, Elaine and McCole, Patrick (2023) Investigating the nonlinear and conditional effects of trust : the new role of institutional contexts in online repurchase. Information Systems Journal, 33 (3). pp. 486-523. doi:10.1111/isj.12410 ISSN 1350-1917.
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Official URL: http://doi.org/10.1111/isj.12410
Abstract
Trust is paramount to developing and maintaining long-term relationships in all stages of the customer lifecycle, including the repurchase stage. This research goes beyond the simple finding documented in the extant trust literature that the effect of trust will diminish. It sheds light on the role of institutional contexts and develops a nuanced understanding of the boundary conditions under which trust operates in the repurchase stage, where knowledge-based trust becomes more predominant. Drawing on a different theoretical tenet, prospect theory, we find that customers exhibit distinctively different transaction intentions in the two perceptual conditions of high and low trust in institutional contexts. Specifically, the nonlinear relationship between trust and repeat online transaction intention is inverted U-shaped curvilinear when trust in institutional contexts is high, but is U-shaped when trust in institutional contexts is low. With data collected from both e-commerce and mobile banking contexts using two different measures of institutional contexts, we employed a new and advanced latent moderated structural (LMS) equations approach for analysis and provided robust results. Our findings largely confirm the hypotheses and offer theoretical, methodological, and practical implications.
Item Type: | Journal Article | ||||||||||
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Subjects: | H Social Sciences > HC Economic History and Conditions H Social Sciences > HF Commerce |
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Divisions: | Faculty of Social Sciences > Warwick Business School | ||||||||||
Library of Congress Subject Headings (LCSH): | Electronic commerce, Banks and banking, Mobile, Consumer behavior, Consumer satisfaction | ||||||||||
Journal or Publication Title: | Information Systems Journal | ||||||||||
Publisher: | John Wiley & Sons Ltd. | ||||||||||
ISSN: | 1350-1917 | ||||||||||
Official Date: | May 2023 | ||||||||||
Dates: |
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Volume: | 33 | ||||||||||
Number: | 3 | ||||||||||
Number of Pages: | 38 | ||||||||||
Page Range: | pp. 486-523 | ||||||||||
DOI: | 10.1111/isj.12410 | ||||||||||
Status: | Peer Reviewed | ||||||||||
Publication Status: | Published | ||||||||||
Reuse Statement (publisher, data, author rights): | This is the peer reviewed version of the following article: Zou, H. (M.), Qureshi, I., Fang, Y., Sun, H., Lim, K. H., Ramsey, E., & McCole, P. (2022). Investigating the nonlinear and conditional effects of trust—The new role of institutional contexts in online repurchase. Information Systems Journal, 1– 38. https://doi.org/10.1111/isj.12410, which has been published in final form at http://dx.doi.org/10.1111/isj.12410. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited | ||||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||||
Copyright Holders: | John Wiley & Sons Ltd. | ||||||||||
Date of first compliant deposit: | 24 October 2022 | ||||||||||
Date of first compliant Open Access: | 20 October 2023 |
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