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To Disclose or To Falsify: The Effects of Cognitive Trust and Affective Trust on Customer Cooperation in Contact Tracing
Chen, S.J. Waseem, Donia Xia, R.Z. Tran, K.T. Li, Y. Yao, J.
Chen, S.J.
Waseem, Donia
Xia, R.Z.
Tran, K.T.
Li, Y.
Yao, J.
Publication Date
2021-04
End of Embargo
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© 2021 Elsevier. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license (https://creativecommons.org/licenses/by-nc-nd/4.0/)
Peer-Reviewed
Yes
Open Access status
openAccess
Accepted for publication
12/01/2021
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Abstract
Contact tracing involves collecting people’s information to track the spread of COVID-19 and to warn people who have been in the proximity of infected individuals. This measure is important to public health and safety during the pandemic. However, customers’ concerns
about the violation of their privacy might inhibit their cooperation in the contact tracing process, which poses a risk to public safety. This research investigates how to facilitate customers’ cooperative behavior in contact tracing based on cognitive trust and affective trust. The findings show that cognitive trust increases people’s willingness to disclose information and reduces their willingness to falsify it, whereas affective trust increases the willingness for both disclosure and falsification. This research contributes to the literature on customer data privacy by illuminating how cognitive and affective trust distinctly influence cooperative behavior, which has important implications for hospitality businesses.
Version
Accepted manuscript
Citation
Chen SJ, Waseem D, Xia RZ et al (2021) To Disclose or To Falsify: The Effects of Cognitive Trust and Affective Trust on Customer Cooperation in Contact Tracing. International Journal of Hospitality Management. 94: 102867.
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Article