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Purpose – The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the healthcare industry, to explore the moderating effects of image congruence and switching costs on the trust transfer, and to assess the effect of trust on patients’ willingness of recommendation. Design/methodology/approach – The research model was tested using data collected from 483 inpatients in 15 medium-to-large hospitals in Taiwan. Structure equation modeling with the latent interaction effect was employed to verify and validate the research model. Findings – The outcomes show that interaction quality and outcome quality positively influence patients’ trust in the original hospital. But the effect of environment quality on trust is not significant. Patients’ trust in the original hospital positively affects their trust in its allied hospitals. Furthermore, image congruence positively moderates the trust transfer. However, switching costs do not appear to moderate the trust transfer. The results also confirm that trust in the original hospital and its allied hospitals positively affect patients’ willingness to recommend allied hospitals. Research limitations/implications – Due to the chosen research approach, the 15 hospitals cannot represent all hospitals in Taiwan and the research outcomes may lack generalizability. Practical implications – The research results provide insight into how a hospital can improve and manage patients’ trust and the trust transfer. Originality/value – This study represents one of the few that empirically investigates trust and trust transfer in the healthcare industry and examines the moderating effects of image congruence and switching costs on the trust transfer.

Trust is an essential factor that drives virtual interaction and transactions on the Internet. Researchers have investigated the trust development process, and identified several important factors that form the basis for trust. This research combines the signal perspective and trust theory to examine the impact of market signals and past experience on trust formation and trusting behavior. Three market signals, including brand image, Web-site investment, and privacy policies, are identified and empirically tested to determine their impact on consumer trust. Based on 322 active Web users, the quantitative results suggest that brand image, Web-site investment, privacy policies, and past experience all positively impact trust formation. Furthermore, trust shows a positive effect on Web-site stickiness. Both theoretical and practical implications of the results are also offered.

PurposeThe 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/approachThe research model is tested using data collected from 513 active e‐shoppers. Structure equation modeling is employed to verify and validate the research model.FindingsResults 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 implicationsThe research results provide insight into how e‐vendors can ease the tension associated with trust‐related disputes.Originality/valueThis 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.

Purpose The purpose of this paper is to apply trust perspective and attachment theory and determined that relational embeddedness, anxiety attachment, and avoidance attachment are major factors influencing the trust of tenants in owners/developers of shopping centers. The authors also examined whether tenants transfer this trust to new shopping center developers and the consequent effect on relational performance. Design/methodology/approach This research was empirically based on primary data collected from new shopping center developers and the consequent effect on relational performance. Structure equation modeling was employed to verify and validate the research model. Findings Data collected from 250 shopping center tenants were analyzed, and the findings indicate that relational embeddedness, anxiety attachment, and avoidance attachment positively affect the trust of store tenants in the owners or developers of shopping centers. Furthermore, the authors determined that trust in existing shopping center developers was transferred to new shopping center developers, which consequently enhanced relational performance. Originality/value The findings contribute to trust transfer research and provide actionable guidelines to organizations intending to provide intermediary business services.