Repairing the trust in ride-sharing after security incidents
Repairing the trust in ride-sharing after security incidents
复制标题
安全事件后修复人们对拼车的信任
DOI：
10.1108/imds-10-2020-0623
复制
发表时间：
2021-09-28
影响因子：
5.5
通讯作者：
Lu, Yaobin
中科院分区：
文献类型：
--
作者：
Chen, Aihui;Wan, Jinlin;Lu, Yaobin
目的随着拼车服务出现一系列安全事件，发现修复消费者信任的机制对于信息技术（IT）支持的拼车平台至关重要。本文旨在探讨平台的两种应对策略（即安全策略和道歉）如何修复乘客的信任，以及安全策略的两种实施方式（即拉和推）在修复乘客对平台的信任时是否会导致不同的结果。设计/方法/方式一个真实的场景（n = 238）和一个实验（n = 245）的基础上进行实地调查，以测试的假设经验。数据分析采用结构方程模型和单因素方差分析。结果本研究发现：（1）安全策略和道歉都有助于修复信任;（2）修复后的信任完全中介安全策略对继续使用的影响，部分中介道歉对继续使用的影响;（3）安全策略和道歉的三个维度在修复信任和留住乘客方面发挥着不同的作用;（4）拉式和推式安全策略都能修复被破坏的信任;但是，"拉"的效果大于"推"的效果。实际影响-研究结果提供了准则，乘车共享平台采取适当的行动，以修复用户的信任安全事件后。独创性/价值-研究结果揭示了在乘车共享领域的信任修复机制，并扩展了信任理论和推拉理论的内容。
Purpose A rash of security incidents in ride-sharing have made discovering the mechanisms to repair consumers' trust essential for the information technology (IT)-enabled ride-sharing platforms. The purpose of this paper is to explore how the two response strategies (i.e. security policies [SPs] and apologies) of platforms repair passengers' trust and whether the two implementation approaches of SPs (i.e. pull and push) lead to different results in repairing passengers' trust in the platforms. Design/methodology/approach A field survey based on a real scenario (n = 238) and an experiment (n = 245) were conducted to test the hypotheses empirically. Structural equation modeling and one-way analysis of variance (ANOVA) are employed in the data analyses. Findings This study finds that (1) both SPs and apologies aid in repairing trust; (2) repaired trust fully mediates the influence of SPs on continuance usage and partially mediates the influence of apologies on continuance usage; (3) security polices and the three dimensions of apologies play different roles in repairing trust and retaining passengers and (4) both pull-based and push-based SPs can repair the violated trust; however, the effect of the pull approach is greater than that of the push approach. Practical implications The findings provide guidelines for ride-sharing platforms in taking appropriate actions to repair users' trust after security incidents. Originality/value The findings reveal the mechanism of trust repairing in the fields of ride-sharing and extend the contents of the trust theory and pull-push theory.