The aim of this research is to advance both the theoretical conceptualization and the empirical validation of trustworthiness in mHealth (mobile health) information services research. Conceptually, it extends this line of research by reframing trustworthiness as a hierarchical, reflective construct, incorporating ability, benevolence, integrity, and predictability. Empirically, it confirms that partial least squares path modeling can be used to estimate the parameters of a hierarchical, reflective model with moderating and mediating effects in a nomological network. The model shows that trustworthiness is a second-order, reflective construct that has a significant direct and indirect impact on continuance intentions in the context of mHealth information services. It also confirms that consumer trust plays the key, mediating role between trustworthiness and continuance intentions, while trustworthiness does not have any moderating influence in the relationship between consumer trust and continuance intentions. Overall, the authors conclude by discussing conceptual contributions, methodological implications, limitations, and future research directions of the study.

Ray, P. (2013). Development and validation of an instrument to measure user perceived service quality of mHealth. Information and Management, 50 (4), 181-195. Development and validation of an instrument to measure user perceived service quality of mHealth AbstractThe role of service quality in fostering the growth of mHealth services has gained much attention in the academic and practitioner communities. However, empirical research in this area has been beset by inadequate conceptualization and the lack of a validated scale. This study addresses these limitations by theoretically conceptualizing and empirically validating a multidimensional service quality scale in the mHealth context. The findings show that mHealth service quality is a hierarchical, multidimensional, and reflective construct, which consists of three primary dimensions and eight subdimensions. The results also confirm that the mHealth service quality scale is more effective at predicting satisfaction and continuance in a nomological network. Development and Validation of an Instrument to MeasureUser Perceived Service Quality of mHealth Abstract: The role of service quality in fostering the growth of mHealth services has gained much attention in academic and practitioner communities. However, empirical research in this area has been beset by inadequate conceptualization and the lack of a validated scale. This study addresses these limitations by theoretically conceptualizing and empirically validating a multidimensional service quality scale in the mHealth context. The findings show that the mHealth service quality is a hierarchical, multidimensional, and reflective scale, which consists of three primary dimensions and eight subdimensions. The results also confirm that the mHealth service quality scale can better predict satisfaction and continuance in a nomological network.

Advancing research on service quality requires clarifying the theoretical conceptualizations and validating an integrated service quality model. The purpose of this study is to facilitate and elucidate practical issues and decisions related to the development of a hierarchical service quality model in mobile health (mHealth) services research. Conceptually, it extends theory by reframing service quality as a reflective, hierarchical construct and modeling its impact on satisfaction, intention to continue using and quality of life. Empirically, it confirms that PLS path modeling can be used to estimate the parameters of a higher order construct and its association with subsequent consequential latent variables in a nomological network. The findings of the study show that service quality is the third-order, reflective construct model with strong positive effects on satisfaction, continuance intentions and quality of life in the context of mHealth services. Finally, the study discusses the implications of hierarchical service quality modeling in electronic markets and highlights future research directions.