To disclose or to falsify: The effects of cognitive trust and affective trust on customer cooperation in contact tracing

Chen, Shijiao; Waseem, Donia; Xia, Zhenhua; Tran, Khai; Li, Yi; Yao, Jun

doi:10.1016/j.ijhm.2021.102867

Cited by 49 publications

(40 citation statements)

References 76 publications

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“… Yu et al (2020) explored the influence of corporate social responsibility image on the consumption behavior and co-developing behavior of customers. Chen et al (2021) found that cognitive trust increases people’s willingness to disclose information and reduces their willingness to falsify it. Delgosha and Hajiheydari (2021) drawing on trust in technology model, proposes a conceptual dual model to explain robot users’ post-adoption behaviors, while considers the mediating roles of trust.…”

Section: Literature Review and Research Hypothesismentioning

confidence: 99%

Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

Chen

2021

Front. Psychol.

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Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee–customer interaction (ECI) quality affects customers’ prohibitive voice behaviors, which is an crucial type of customer voice behaviors, by examining customer trust and identification as mediators. Data from 395 restaurant customers are collected and analyzed using structural equation modeling. Results show that ECI quality positively affects customers’ prohibitive voice behaviors. In this effect, customer trust and identification play direct and sequential mediating roles. This study contributes theoretically to the current knowledge by clearly distinguishing customer voice behaviors from customer complaint behaviors and by providing new insights into the mechanism of customers’ prohibitive voice behaviors from the perspectives of service interaction and relational benefit enhancement. The practical implications of this study can help pointedly foster customers’ prohibitive voice behaviors.

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Section: Literature Review and Research Hypothesismentioning

confidence: 99%

Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

Chen

2021

Front. Psychol.

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“…Consumer generic perceptions of the COVID-19 pandemic were examined in relationship with other aspects of consumer behavior directly affecting hospitality businesses, including consumers' preferences [56,59], motivations [28], intentions [27,28,30,62], beliefs, emotions, and desires [29].…”

Section: Consumer Generic Perceptionsmentioning

confidence: 99%

Section: Consumer Generic Perceptionsmentioning

confidence: 99%

“…Finally, two studies addressed both generic and specific consumer perceptions [27,42]. Chen et al [27] studied antecedents of customer's cooperative behavior intentions in contact tracing, considered as an important measure to public health and safety in the times of COVID-19. This work considered perceptions of both authorities' measures (i.e., perceived governmental trust) and companies' measures (i.e., perceived ethics of data collection, perceived data protection policy, and perceived prevalence of information disclosure).…”

Section: Consumer Generic Perceptionsmentioning

confidence: 99%

“…Perceived prevalence of information disclosure influenced both cognitive and affective trust, which subsequently affected customer willingness to disclose and falsify, although in different ways. In particular, cognitive trust in the company enhanced willingness to disclose information and reduced willingness to falsify, while affective trust increased both willingness to disclose and falsify [27]. Another contribution that covered both subthemes of the first theme is the paper of Tuzovic et al [42].…”

Section: Consumer Generic Perceptionsmentioning

confidence: 99%

See 2 more Smart Citations

Sustainability in Hospitality Marketing during the COVID-19 Pandemic. Content Analysis of Consumer Empirical Research

Šerić

2021

Sustainability

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This study performs content analysis of consumer empirical research dealing with sustainability issues in hospitality marketing literature during the outbreak of COVID-19. Papers published in the Social Sciences Citation Index (SSCI) ranked hospitality journals from January 2020 up to and including May 2021 are reviewed. The total of 46 papers met the search criteria and were subject to content analysis. The reviewed papers are classified based on research topics, variables, and themes; method and study design; data analysis; sample; industry; and location. Consumer perceptions are the dominant research theme, followed by technology innovation, communication and media, consumer emotions and psychological conditions, and other themes. Quantitative research is the main method with online surveys mostly used for study design. Analysis of moderation/mediation is the most frequently employed analytical method, whereas the majority of investigated samples have more than 300 cases. The restaurant industry received the highest attention, followed by hotel and other lodging industries, while the USA and Greater China are the most investigated geographical areas. Research findings are discussed according to the identified research themes and specific directions for future research are provided.

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Navigating privacy concerns through societal benefits: A case of digital contact tracing applications

Jahari

Hass

et al. 2022

J of Consumer Behaviour

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Digital contact tracing (DCT) applications, as a type of location‐based application, have been employed in many countries to help mitigate the spread of the COVID‐19 virus. However, the emergence of DCTs has amplified concerns over privacy issues as consumers are confronted with the ethical dilemma that arises regarding serving public and private interests. In other words, to what extent are consumers willing to negotiate their privacy concerns to gain perceived social benefits? Drawing on Social Exchange Theory as the theoretical lens to examine interpersonal relations between the government and consumers, this study investigates the extent to which consumers' perceived social benefits (e.g., reciprocity, trust, and reputation) mediate the relationship between privacy concerns and the intention to use DCT applications. Based on 269 usable responses, the results revealed that government trust was insignificant in mediating the relationship between privacy concerns and intention to use the DCT application. Rather, the expected reciprocal benefits and reputation enhancement were found to have significant mediating effects. Perceived government regulation was also found to moderate the relationship between privacy concerns and government trust. The paper concludes with suggestions for practitioners and policymakers on the plausible strategies to encourage the adoption of DCT applications.

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To disclose or to falsify: The effects of cognitive trust and affective trust on customer cooperation in contact tracing

Cited by 49 publications

References 76 publications

Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification

Sustainability in Hospitality Marketing during the COVID-19 Pandemic. Content Analysis of Consumer Empirical Research

Navigating privacy concerns through societal benefits: A case of digital contact tracing applications

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