Electronic Commerce Research

, Volume 17, Issue 2, pp 255–288 | Cite as

Trust and risk in consumer acceptance of e-services

  • Jian Mou
  • Dong-Hee ShinEmail author
  • Jason F. Cohen


Consumers’ risk perception and trust are considered among the most important psychological states that influence online behavior. Despite the number of empirical studies that have explored the effects of trust and risk perceptions on consumer acceptance of e-services, the field remains fragmented and the posited research models are contradictory. To address this problem, we examined how trust and risk influence consumer acceptance of e-services through a meta-analysis of 67 studies, followed by tests of competing causal models. The findings confirm that trust and risk are important to e-services acceptance but that trust has a stronger effect size. We found that certain effect sizes were moderated by factors such as the consumer population under study, the type of e-service, and the object of trust under consideration. The data from the meta-analysis best supports the causal logic that positions trust as antecedent to risk perceptions. Risk partially mediates the effects of trust on acceptance.


Trust Risk Meta-analysis Electronic service 



This paper was supported by Sungkyun Research Fund, Sungkyunkwan University.


*References marked with an asterisk refer to studies included in the MASEM analysis

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Copyright information

© Springer Science+Business Media New York 2015

Authors and Affiliations

  1. 1.Department of Interaction ScienceSungkyunkwan UniversitySeoulKorea
  2. 2.University of the WitwatersrandJohannesburgSouth Africa

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