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    To Disclose or To Falsify: The Effects of Cognitive Trust and Affective Trust on Customer Cooperation in Contact Tracing

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    Publication date
    2021-04
    End of Embargo
    2022-07-29
    Author
    Chen, S.J.
    Waseem, Donia
    Xia, R.Z.
    Tran, K.T.
    Li, Y.
    Yao, J.
    Keyword
    Contact tracing
    Covid-19
    Public health
    Hospitality industry
    Customer cooperation
    Rights
    © 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
    Green
    
    Metadata
    Show full item record
    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.
    URI
    http://hdl.handle.net/10454/18321
    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.
    Link to publisher’s version
    https://doi.org/10.1016/j.ijhm.2021.102867
    Type
    Article
    Notes
    The full-text of this article will be released for public view at the end of the publisher embargo on 29 Jul 2022.
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    Management and Law Publications

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