TY - GEN
T1 - The effects of cognitive and emotional trust on mobile payment adoption
T2 - 20th Pacific Asia Conference on Information Systems, PACIS 2016
AU - Gong, Xiang
AU - Zhang, Kem Z.K.
AU - Zhao, Sesia J.
AU - Lee, Matthew K.O.
PY - 2016
Y1 - 2016
N2 - Building consumers' trust and facilitating their usage intentions are crucial for mobile payment (MP) service providers. Drawing upon the two primary bodies of literature, the trust transfer theory and trust-based acceptance model, this study employs a trust-centric lens with a balanced cognitive and emotional perspective to investigate MP adoption. The model considers not only how cognitive and emotional trust affect consumers' usage intention of MP, but also how to build cognitive and emotional trust through the trust transfer mechanism. We conduct a field survey with 273 responses to test the model. The results indicate that emotional trust in MP has a much stronger effect on consumers' intention to use, while cognitive trust in MP has both direct and indirect effects on intention to use. Our findings also suggest that cognitive and emotional trust can transfer from web payment to MP. In addition, perceived entitativity between the web and mobile payment increases cognitive and emotional trust in MP. Limitations, implications for theory and practice will be discussed.
AB - Building consumers' trust and facilitating their usage intentions are crucial for mobile payment (MP) service providers. Drawing upon the two primary bodies of literature, the trust transfer theory and trust-based acceptance model, this study employs a trust-centric lens with a balanced cognitive and emotional perspective to investigate MP adoption. The model considers not only how cognitive and emotional trust affect consumers' usage intention of MP, but also how to build cognitive and emotional trust through the trust transfer mechanism. We conduct a field survey with 273 responses to test the model. The results indicate that emotional trust in MP has a much stronger effect on consumers' intention to use, while cognitive trust in MP has both direct and indirect effects on intention to use. Our findings also suggest that cognitive and emotional trust can transfer from web payment to MP. In addition, perceived entitativity between the web and mobile payment increases cognitive and emotional trust in MP. Limitations, implications for theory and practice will be discussed.
KW - Cognitive trust
KW - Emotional trust
KW - Mobile payment adoption
KW - Trust transfer theory
KW - Trust-based acceptance model
UR - https://www.scopus.com/pages/publications/85011067786
M3 - Conference contribution
AN - SCOPUS:85011067786
T3 - Pacific Asia Conference on Information Systems, PACIS 2016 - Proceedings
BT - Pacific Asia Conference on Information Systems, PACIS 2016 - Proceedings
Y2 - 27 June 2016 through 1 July 2016
ER -