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Examining the mediating effect of positive moods on trust repair in e‐commerce

Ying‐Hueih Chen (Department of Computer Science and Information Management, Providence University, Taichung, Taiwan)
Jyh‐Jeng Wu (Department of Business Management, National United University, Miaoli, Taiwan)
Hsin‐Tzu Chang (Department of Business Management, National United University, Miaoli, Taiwan)

Internet Research

ISSN: 1066-2243

Article publication date: 31 May 2013

Abstract

Purpose

The 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/approach

The research model is tested using data collected from 513 active e‐shoppers. Structure equation modeling is employed to verify and validate the research model.

Findings

Results 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 implications

The research results provide insight into how e‐vendors can ease the tension associated with trust‐related disputes.

Originality/value

This 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.

Keywords

Citation

Chen, Y., Wu, J. and Chang, H. (2013), "Examining the mediating effect of positive moods on trust repair in e‐commerce", Internet Research, Vol. 23 No. 3, pp. 355-371. https://doi.org/10.1108/10662241311331772

Publisher

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Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited