Skip to main content
SpringerLink
Log in

One More Time Trust Matters: A Theoretical Investigation of the Role of Technology Mediated Trust in the UTAUT Model

  • Conference paper
  • First Online:
Blurring the Boundaries Through Digital Innovation

Part of the book series: Lecture Notes in Information Systems and Organisation ((LNISO,volume 19))

  • 1522 Accesses

Abstract

Investigation about technology acceptance (TA) remains one of the most important research field in information system literature, but the “founding father models” originated the notion of TA in a completely different scenario. We argue that, in a world where IT artifacts disseminate thanks to—and not only because of—unprecedented social media penetration, the TA models must be revisited and upgraded. In this paper, the construct of trust plays a central role, because it allows the acknowledgement of the influencing role played by institutions and organizations that have reached a credible and sustainable presence in the information technology market. We started from the TAM and UTAUT models, as departing platforms of TA models, being the mostly widely cited in the recent literature. This paper defines and explores the theoretical contribution of technology-mediated trust, as a new moderating factor adding value to the UTAUT model. Implications for future empirical research are finally presented.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 84.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 109.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Gefen, D., Karahanna, E., Straub, D.W.: Trust and TAM in online shopping: an integrated model. MIS Q. 27(1), 51–90 (2003)

    Google Scholar 

  2. Bélanger, F., Carter, L.: Trust and risk in e-government adoption. J. Strateg. Inf. Syst. 17(2), 165–176 (2008)

    Article  Google Scholar 

  3. Benbasat, I., Wang, W.: Trust in and adoption of online recommendation agents. J. Assoc. Inf. Syst. 6(3), 72–101 (2005)

    Google Scholar 

  4. Venkatesh, V., Morris, M.G., Davis, G.B., Davis, F.D.: User acceptance of information technology: toward a unified view. MIS Q. 27(3), 425–478 (2003)

    Google Scholar 

  5. Zaheer, A., McEvily, B., Perrone, V.: Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance. Organ. Sci. 9(2), 141–159 (1998)

    Article  Google Scholar 

  6. Venkatesh, V., Davis, F.D.: A theoretical extension of the technology acceptance model—4 longitudinal field studies. Manage. Sci. 46(2), 186–204 (2000)

    Article  Google Scholar 

  7. Venkatesh, V.: Determinants of perceived ease of use, integrating control, intrinsic motivation and emotion into the TAM. Inf. Syst. Res. 11(4), 342–365 (2000)

    Article  Google Scholar 

  8. Venkatesh, V., Morris, M.G., Davis, G.B., Davis, F.D.: User acceptance of information technology—toward a unified view. MIS Q. 27(3), 425–478 (2003)

    Google Scholar 

  9. Venkatesh, V., Bala, H.: Technology acceptance model 3 and a research agenda on interventions. Decis. Sci. 39(2), 273–315 (2008)

    Article  Google Scholar 

  10. Venkatesh, V., Thong, J.Y.L., Xu, X.: Consumer acceptance and use of information technology—extending the unified theory of acceptance and use of technology. MIS Q. 36(1), 157–178 (2012)

    Google Scholar 

  11. Davis, F.D.: Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q. 13(3), 319–340 (1989)

    Article  Google Scholar 

  12. Adams, D.A., Nelson, R.R., Todd, P.A.: Perceived usefulness, ease of use, and usage of information technology: a replication. MIS Q. 16(2), 227–247 (1992)

    Article  Google Scholar 

  13. Hendrickson, A.R., Massey, P.D., Cronan, T.P.: On the test-retest reliability of perceived usefulness and perceived ease of use scales. MIS Q. 17(2), 227–230 (1993)

    Article  Google Scholar 

  14. Segars, A.H., Grover, V.: Re-examining perceived ease of use and usefulness: a confirmatory factor analysis. MIS Q. 17(4), 517–525 (1993)

    Article  Google Scholar 

  15. Subramanian, G.H.: A replication of perceived usefulness and perceived ease of use measurement. Decis. Sci. 25(5/6), 863–873 (1994)

    Article  Google Scholar 

  16. Szajna, B.: Software evaluation and choice: predictive evaluation of the Technology Acceptance Instrument. MIS Q. 18(3), 319–324 (1994)

    Article  Google Scholar 

  17. Brown, S.A., Venkatesh, V.: Model of adoption of technology in households: a baseline model test and extension incorporating household life cycle. MIS Q. 29(3), 399–426 (2005)

    Google Scholar 

  18. Karahanna, E., Straub, D.W., Chervany, N.L.: Information technology adoption across time: a cross-sectional comparison of pre-adoption and post- adoption beliefs. MIS Q. 23(2), 183–213 (1999)

    Article  Google Scholar 

  19. Bharracherjee, A., Premkumar, G.: Understanding changes in belief and attitude toward information technology usage: a theoretical model and longitudinal test. MIS Q. 28(2), 229–254 (2004)

    Google Scholar 

  20. Bhattacherjee, A.: Understanding information systems continuance: An expectation-confirmation model. MIS Q. 25(3), 351–370 (2001)

    Article  Google Scholar 

  21. Rai, A., Lang, S., Welker, R.: Assessing the validity of IS success models: An empirical test and theoretical analysis. Inf. Syst. Res. 13(1), 50–69 (2002)

    Article  Google Scholar 

  22. Delone, W.H., McLean, E.R.: The DeLone and McLean model of information systems success: a ten year update. J. Manage. Inf. Syst. 19(4), 60–95 (2003)

    Google Scholar 

  23. Roca, J.C., Chiu, C.M., Martínez, F.J.: Understanding e-learning continuance intention: an extension of the Technology Acceptance Model. Int. J. Hum. Comput. Stud. 64(8), 683–696 (2006)

    Article  Google Scholar 

  24. Venkatesh, V., Goyal, S.: Expectation disconfirmation and technology adoption—polynomial modeling and response surface analysis. MIS Q. 34(2), 281–303 (2010)

    Google Scholar 

  25. Bretz, R.D., Judge, T.A.: Realistic job previews: a test of the adverse self-selection hypothesis. J. Appl. Psychol. 83(2), 330–337 (1998)

    Article  Google Scholar 

  26. Taylor, S., Todd, P.A.: Understanding information technology usage: a test of competing models. Inf. Syst. Res. 6(2), 144–176 (1995)

    Article  Google Scholar 

  27. Bergeron, F., Rivard, S., Serre, L.: Investigating the support role of the information center. MIS Q. 14(3), 247–260 (1990)

    Article  Google Scholar 

  28. Cragg, P., King, M.: Small-firm computing: motivators and inhibitors. MIS Q. 17(1), 47–60 (1993)

    Article  Google Scholar 

  29. Harrison, D.A., Mykytyn, P.P., Riemenschneider, C.K.: Executive decisions about adoption of information technology in small business: theory and empirical tests. Inf. Syst. Res. 8(2), 171–195 (1997)

    Article  Google Scholar 

  30. Venkatesh, V., Davis, F.D.: A model of the antecedents of perceived ease of use: development and test. Decis. Sci. 27(3), 451–481 (1996)

    Article  Google Scholar 

  31. Gefen, D., Karahanna, E., Straub, D.W.: Trust and TAM in online shopping: an integrated model. MIS Q. 27(1), 51–90 (2003)

    Google Scholar 

  32. Srivastava, S.C., Chandra, S., Theng, Y.L.: Evaluating the role of trust in consumer adoption of mobile payment systems: an empirical analysis. Commun. Assoc. Inf. Syst. 27, 561–588 (2010)

    Google Scholar 

  33. Bahmanziari, T., Pearson, J.M., Crosby, L.: Is trust important in technology adoption? A policy capturing approach. J. Comput. Inf. Syst. 43(4), 46–54 (2003)

    Google Scholar 

  34. Lippert, S.K., Davis, M.: A conceptual model integrating trust into planned change activities to enhance technology adoption behavior. J. Inf. Sci. 32(5), 434–448 (2006)

    Article  Google Scholar 

  35. Berg, J., Dickhaut, J., McCabe, K.: Trust, reciprocity, and social history. Games Econ. Behav. 10(1), 122–142 (1995)

    Article  Google Scholar 

  36. Rapoport, A., Chammah, A.M.: Prisoner’s dilemma. University of Michigan Press, Ann Arbor (1965)

    Google Scholar 

  37. Kreps, D.M., Milgrom, P., Roberts, J., Wilson, R.: Rational cooperation in the finitely repeated prisoners’ dilemma. J. Econ. Theory 27(2), 245–252 (1982)

    Article  Google Scholar 

  38. Larzelere, R.E., Huston, T.L.: The dyadic trust scale: toward understanding inter-personal trust in close relationships. J. Marriage Fam. 42(3), 595–604 (1980)

    Article  Google Scholar 

  39. Eichengreen, B.J.: Globalizing Capital: A History of the International Monetary System. Princeton University Press, Princeton (1998)

    Google Scholar 

  40. Kiyotaki, N., Wright, R.: On money as a medium of exchange. J. Polit. Econ. 97(4), 927–954 (1989)

    Article  Google Scholar 

  41. Ford, D.: Trust and Knowledge Management: The Seeds Of Success. Working Paper WP 01–08. Queen’s University, New York (2001)

    Google Scholar 

  42. Tullberg, J.: Trust—the importance of trustfulness versus trustworthiness. J. Socio Econ. 37(5), 2059–2071 (2008)

    Article  Google Scholar 

  43. Earley, P.C., Mosakowski, E.: Cultural intelligence. Harv. Bus. Rev. 82(10), 139–146 (2004)

    Google Scholar 

  44. Guiso, L., Sapienza, P., Zingales, L.: Cultural biases in economic exchange. Quart. J. Econ. 124(3), 1095–1131 (2009)

    Article  Google Scholar 

  45. Kurtzberg, T. R.: Creative styles and teamwork: effects of coordination and conflict on group outcomes. Ph.D. thesis. University of Chicago, Chicago (2000)

    Google Scholar 

  46. De Dreu, C.K., Weingart, L.R.: Task versus relationship conflict, team performance, and team member satisfaction: a meta-analysis. J. Appl. Psychol. 88(4), 741–749 (2003)

    Article  Google Scholar 

  47. Jehn, K.A.: A multimethod examination of the benefits and detriments of intragroup conflict. Adm. Sci. Q. 40(2), 256–282 (1995)

    Article  Google Scholar 

  48. Madhok, A.: Revisiting multinational firms’ tolerance for joint ventures: a trust-based approach. J. Int. Bus. Stud. 37(1), 30–43 (2006)

    Article  Google Scholar 

  49. Luo, Y.: Building trust in cross-cultural collaborations: toward a contingency perspective. J. Manage. 28(5), 669–694 (2002)

    Google Scholar 

  50. Stewart, K.J.: Trust transfer on the world wide web. Organ. Sci. 14(1), 5–17 (2003)

    Article  Google Scholar 

  51. Doney, P.M., Cannon, J.P., Mullen, M.R.: Understanding the influence of national culture on the development of trust. Acad. Manag. Rev. 23(3), 601–620 (1998)

    Google Scholar 

  52. Li, L.: The effects of trust and shared vision on inward knowledge transfer in subsidiaries’ intra-and inter-organizational relationships. Int. Bus. Rev. 14(1), 77–95 (2005)

    Article  Google Scholar 

  53. Senge, P.M.: The fifth discipline. Meas. Bus. Excell. 1(3), 46–51 (1997)

    Article  Google Scholar 

  54. Barrett, F.J.: Creating appreciative learning cultures. Organ. Dyn. 24(2), 36–49 (1995)

    Article  Google Scholar 

  55. Cao, J., Galinsky, A.D., Maddux, W.W.: Does travel broaden the mind? Breadth of foreign experiences increases generalized trust. Soc. Psychol. Pers. Sci. 5(5), 517–525 (2014)

    Article  Google Scholar 

  56. Tonoyan, V.: Trust and Entrepreneurship: A West–East Perspective. Edward Elgar Publishing, Cheltenham (2005)

    Google Scholar 

  57. Lambsdorff, J.G.: How confidence facilitates illegal transactions, an empirical approach. Am. J. Econ. Sociol. 61(4), 829–854 (2002)

    Article  Google Scholar 

  58. Bjørnskov, C., Paldam, M.: The New Institutional Economics of Corruption. Routledge, London (2004)

    Google Scholar 

  59. Coleman, J.S.: Foundations of Social Theory. Belknap Press of Harvard University Press, Cambridge (1990)

    Google Scholar 

  60. Abbott, S., Freeth, D.: Social capital and health starting to make sense of the role of generalized trust and reciprocity. J. Health Psychol. 13(7), 874–883 (2008)

    Article  Google Scholar 

  61. Rose-Ackerman, S.: Trust, honesty and corruption: reflection on the state-building process. Eur. J. Sociol. 42(03), 526–570 (2001)

    Article  Google Scholar 

  62. Gillespie, N., Dietz, G.: Trust repair after organization-level failure. Acad. Manag. Rev. 34(1), 127–145 (2009)

    Article  Google Scholar 

  63. Maguire, S., Phillips, N.: ‘Citibankers’ at Citigroup: a study of the loss of institutional trust after a merger. J. Manage. Stud. 45(2), 372–401 (2008)

    Article  Google Scholar 

  64. Patnasingam, P., Gefen, D., Pavlou, P.A.: The role of facilitating conditions and institutional trust in electronic marketplaces. J. Electron. Commer. Organ. 3(3), 69–82 (2005)

    Article  Google Scholar 

  65. Hagen, J.M., Choe, S.: Trust in Japanese interfirm relations: institutional sanctions matter. Acad. Manag. Rev. 23(3), 589–600 (1998)

    Google Scholar 

  66. Gefen, D., Pavlou, P., Benbasat, I., McKnight, H., Stewart, K., Straub, D.: ICIS panel summary: should institutional trust matter in information systems research? In: ICIS 2005 Proceedings. AIS Electronic Library (2005)

    Google Scholar 

  67. Lacohée, H., Cofta, P., Phippen, A., Furnell, S.: Understanding Public Perceptions: Trust and Engagement in ICT Mediated Services. Paul Co Pub Consortium, London (2008)

    Google Scholar 

  68. Bohmann, K.: About the sense of social compatibility. AI Soc. 3(4), 323–331 (1989)

    Article  Google Scholar 

  69. Pennington, R., Wilcox, H.D., Grover, V.: The role of system trust in business-to-consumer transactions. J. Manage. Inf. Syst. 20(3), 197–226 (2003)

    Google Scholar 

  70. Gefen, D., Benbasat, I., Pavlou, P.: A research agenda for trust in online environments. J. Manage. Inf. Syst. 24(4), 275–286 (2008)

    Article  Google Scholar 

  71. Yates, D., Paquette, S.: Emergency knowledge management and social media technologies: a case study of the 2010 Haitian earthquake. Int. J. Inf. Manage. 31(1), 6–13 (2011)

    Article  Google Scholar 

  72. Anantharam, P., Henson, C.A., Thirunarayan, K. Sheth, A.P.: Trust model for semantic sensor and social networks: a preliminary report. In: Proceedings of the IEEE 2010 National Aerospace and Electronics Conference (NAECON), IEEE (2010)

    Google Scholar 

  73. Pentina, I., Zhang, L., Basmanova, O.: Antecedents and consequences of trust in a social media brand: a cross-cultural study of Twitter. Comput. Hum. Behav. 29(4), 1546–1555 (2013)

    Article  Google Scholar 

  74. Glaeser, E.L., Laibson, D.I., Scheinkman, J.A., Soutter, C.L.: Measuring trust. Quart. J. Econ. 115(3), 811–846 (2000)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Bocconi University, Milan, Italy

    Luca Pistilli & Ferdinando Pennarola

Authors
  1. Luca Pistilli
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Ferdinando Pennarola
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Luca Pistilli .

Editor information

Editors and Affiliations

  1. Department of Management, Sapienza Universitá di Roma, Rome, Italy

    Fabrizio D'Ascenzo

  2. Department of Management and Technology, Bocconi University, Milano, Italy

    Massimo Magni

  3. Department of Human Sciences "R. Massa", University of Milan Bicocca, Milano, Italy

    Alessandra Lazazzara

  4. Faculty of Law, eCampus University, Novedrate, Italy

    Stefano Za

Rights and permissions

Reprints and permissions

Copyright information

© 2016 Springer International Publishing Switzerland

About this paper

Cite this paper

Pistilli, L., Pennarola, F. (2016). One More Time Trust Matters: A Theoretical Investigation of the Role of Technology Mediated Trust in the UTAUT Model. In: D'Ascenzo, F., Magni, M., Lazazzara, A., Za, S. (eds) Blurring the Boundaries Through Digital Innovation. Lecture Notes in Information Systems and Organisation, vol 19. Springer, Cham. https://doi.org/10.1007/978-3-319-38974-5_8

Download citation

Publish with us

Policies and ethics

Search

Navigation