THE EFFECTS OF COGNITIVE AND EMOTIONAL TRUST ON MOBILE PAYMENT ADOPTION: A TRUST TRANSFER PERSPECTIVE

Building consumers’ trust and facilitating their usage intentions are crucial for mobile payment (MP) service providers. Drawing upon the two primary bodies of literature, the trust transfer theory and trust-based acceptance model, this study employs a trust-centric lens with a balanced cognitive and emotional perspective to investigate MP adoption. The model considers not only how cognitive and emotional trust affect consumers’ usage intention of MP, but also how to build cognitive and emotional trust through the trust transfer mechanism. We conduct a field survey with 273 responses to test the model. The results indicate that emotional trust in MP has a much stronger effect on consumers’ intention to use, while cognitive trust in MP has both direct and indirect effects on intention to use. Our findings also suggest that cognitive and emotional trust can transfer from web payment to MP. In addition, perceived entitativity between the web and mobile payment increases cognitive and emotional trust in MP. Limitations, implications for theory and practice will be discussed