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Model and empirical study on the influencing factors of trust repair of mobile commerce users

Abstract

Under the background of the rapid development of network economy, it is of great significance to study the trust of mobile commerce users. This paper studies the repair problem of mobile commerce user trust from a unique perspective. Based on relevant theories, this paper puts forward a model of influencing factors of trust repair of mobile commerce users, and analyzes the influencing factors of trust repair of mobile commerce users. The results show that trust disposition, customer expectation and perceived fairness all have an impact on the trust restoration effect of mobile commerce users. Interaction perceived justice is the most important factor affecting the trust repair of mobile commerce users, but the effect of customer expectation is negative. In addition, informational repair, emotional repair and substantive repair will affect the trust repair effect of mobile commerce users by influencing customers' perception of fairness in different ways. Therefore, mobile merchants should strictly treat the factors that affect the trust repair of mobile commerce users, adopt appropriate repair strategies to maintain the reputation of merchants, improve the continuous trust of users, establish a cooperative and mutually beneficial relationship, enhance the trust between them, and prevent the trust from being eroded so as to prevent the loss of users.

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Acknowledgements

This work was supported by the [Funding of Anhui University Natural Science Research Key Project] under Grant [number KJ2018A0088]. I am heartily thankful to it. Then I would like to thank my family for providing everything, such as money, to buy anything that was related to this paper. Last but not least, my international postgraduate students who were doing this paper with me and sharing the ideas. They were helpful that when we combined and discussed together, we had this paper done.

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Correspondence to Chaoyi Xu.

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Xu, C., Putri, M.D.P.W. & Akwetteh, L.N. Model and empirical study on the influencing factors of trust repair of mobile commerce users. Ann Oper Res (2022). https://doi.org/10.1007/s10479-021-04418-0

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  • DOI: https://doi.org/10.1007/s10479-021-04418-0

Keywords

  • Mobile commerce
  • Trust repair
  • Interactive justice
  • Outcome justice
  • Procedural justice