The purpose of this study is to explore trust repair strategies and the outcomes in mobile (m-)commerce. Consumer trust in m-commerce is a calculus-based form of trust; service failures, “inaction” and “excessive actions” are the typical trust decline situations. Three strategies of the fulfillment of consumers’ psychological contract for compensation, arousal, and regulation are proposed as trust-repaired solutions regarding the abovementioned three situations. The experimental results demonstrate that trust cannot be repaired by a single relational psychological contract strategy and that it can be repaired by both a single transactional and interactive strategy; the interactive strategy is more effective in competence-based decline. Second, in integrity-based decline, both the single and interactive strategy negatively influence trust repair; the relational strategy has the strongest effect. The “boomerang effect” shows that the more m-vendors repair, the more the trust decreases. Third, trust can be repaired, respectively by arousal and regulation strategy regarding corresponding situations of inaction and excessive actions. Finally, the trust repair paradox (TRP) has not been verified in m-commerce.

中文翻译：

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收益第一：移动商务中的消费者信任修复

这项研究的目的是探讨移动（m）商务中的信任修复策略和结果。消费者对移动商务的信任是一种基于演算的信任形式。服务失败，“不作为”和“过度行动”是典型的信任下降情况。针对上述三种情况，提出了消费者履行赔偿，唤醒和调节心理契约的三种策略作为信任修复方案。实验结果表明，信任不能通过单一的关系心理契约策略来修复，信任可以通过单一的交易和交互策略来修复。互动策略在基于能力的下降中更有效。其次，在基于完整性的下降中，单一策略和交互策略都对信任修复产生负面影响；关系策略的作用最强。“回旋镖效应”表明，m-厂商的修复越多，信任降低的程度就越大。第三，可以通过针对不作为和过度行动的相应情况的唤醒和调节策略来修复信任。最后，信任修复悖论（TRP）尚未在移动商务中得到验证。