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

IF 3.8 4区管理学 Q2 BUSINESS

Journal of Services Marketing Pub Date : 2024-08-14 DOI:10.1108/jsm-11-2023-0437

Swathi Ravichandran, Christian Nedu Osakwe, Islam Mahmoud Yousef Elgammal, Ghazanfar Ali Abbasi, Jun-Hwa Cheah

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引用次数: 0

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.

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喂养信任：探索与食品应用程序使用相关的关键驱动因素、调节因素和后果

目的本文旨在利用扩展的参与-承诺和信任承诺模型来研究与外卖应用程序使用相关的消费后决策。研究结果研究结果验证了感知到的应用程序安全性和菜单描述对应用程序推荐信任的有利作用。信任与参与、承诺和提供反馈的意愿呈正相关。原创性/价值本研究的主要贡献包括建立了一个全面的模型，以了解与使用送餐应用程序有关的消费后决策。据作者所知，本研究也是首次揭示与送餐应用程序用户提供反馈、分享个人数据和支付更多费用的意愿相关的前因和调节因素。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Services Marketing BUSINESS-

CiteScore

7.80

自引率

20.50%

发文量

期刊介绍： ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.