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Feeding trust: exploring key drivers, moderators and consequences related to food app usage

Swathi Ravichandran (Department of Cedar Fair Resort and Attraction Management, Bowling Green State University, Bowling Green, Ohio, USA)

Christian Nedu Osakwe (Gordon Institute of Business Science, University of Pretoria, Johannesburg, South Africa and Rabat Business School, International University of Rabat, Rabat, Morocco)

Islam Mahmoud Yousef Elgammal (University of Jeddah, Jeddah, Saudi Arabia and Suez Canal University, Ismailia, Egypt)

Ghazanfar Ali Abbasi (Department of Management and Marketing, King Fahd University of Petroleum and Minerals, Dhahran, Saudi Arabia)

Jun-Hwa Cheah (Norwich Business School, University of East Anglia, Norwich, UK and Department of Management and Marketing, Universiti Putra Malaysia, Serdang, Malaysia)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 14 August 2024

Issue publication date: 17 October 2024

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Abstract

Purpose

This paper aims to utilize an extended involvement-commitment and trust commitment model to examine post-consumption decisions related to food delivery app use.

Design/methodology/approach

A self-administered online survey was used to collect data from food delivery app users in the USA.

Findings

Findings validate a favorable role of perceived app security and menu description on trust in app recommendations. Trust was found to be positively related to involvement, commitment and willingness to provide feedback. The positive moderating role of perceived convenience and rewards and incentives was also confirmed in relation to consumers’ trust in app recommendations, and involvement and commitment

Originality/value

A key contribution of this study includes the development of a comprehensive model to understand postconsumption decisions related to the usage of food delivery apps. To the best of the authors’ knowledge, this study is also the first to unveil the antecedent and moderating factors related to food delivery app users’ willingness to provide feedback, share personal data and to pay more.

Keywords

Acknowledgements

Throughout the process of preparing this work, the authors utilized DeepL to do copy editing and enhance the language and usability of the content written by the authors themselves. Upon utilizing these resources, the authors meticulously assessed and revised the material as required, assuming complete accountability for the content of the publication .

Citation

Ravichandran, S., Osakwe, C.N., Elgammal, I.M.Y., Abbasi, G.A. and Cheah, J.-H. (2024), "Feeding trust: exploring key drivers, moderators and consequences related to food app usage", Journal of Services Marketing, Vol. 38 No. 7, pp. 872-891. https://doi.org/10.1108/JSM-11-2023-0437

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Emerald Publishing Limited

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Feeding trust: exploring key drivers, moderators and consequences related to food app usage

Abstract

Purpose

Design/methodology/approach

Findings

Originality/value

Keywords

Acknowledgements

Citation

Publisher

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Please note you do not have access to teaching notes

Abstract

Purpose

Design/methodology/approach

Findings

Originality/value

Keywords

Acknowledgements

Citation

Publisher

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