The Impact Of Consistency Of Third-party Information On Trust Repair

In the process of establishing and changing interpersonal trust,third-party information is a way for third parties to work.When the information of the trustee is vague,in order to avoid the unfair influence of the information asymmetry,the trustor will seek third-party information.At the same time,third-party information will be passed to trusted people in some way(Lu Xianpeng,2011).These third-party information will enhance or reduce the credibility of the trustee to a certain extent.Chang et al.(2014)defined online comment consistency as “the extent to which reviewers agree on product evaluations”.The consistency of third-party information refers to the extent to which third parties reach a consensus on the evaluation of others.The higher the degree of consensus,the higher the consistency.Conversely,the lower the consistency.Trust repair means that after the trust violation occurs,the trustee adopts a certain strategy to improve the trust belief(attitude)and trust will(behavior)caused by the trust violation(Kim et al.,2004;2006;2009).Previous studies have shown that third parties are closely related to interpersonal trust.The type of third-party information has a significant impact on trust repair.There are also studies that use the consistency assessment of third-party information to study the belief in the network trust of products,which in turn affects the willingness to purchase and purchase behavior.Therefore,this study combines the types of third-party information with the consistency of evaluation information,and divides human traits into cognitive traits and emotional traits,and explores the impact of consistency of different trait evaluations on trust repair.From the product to the person,from the comprehensive evaluation to evaluation of a certain trait evaluation,which has innovative value for the research of the third party on the field of trust repair.This study explores the impact of consistency of third-party information on trust repair through three studies:(1)The impact of consistency of cognitive trait evaluation on trust repair in third-party information;(2)The influence of the consistency of emotional trait evaluation on trust repair in information in third-party information;(3)The influence of the consistency of mixed trait evaluation on trust repair in third-party information.The results show that:(1)The higher the consistency of the cognitive core traits in the third-party information,or the lower the consistency of the evaluation of cognitive non-core traits,the better the effect of trust repair;(2)The lower the consistency of the evaluation of emotional core traits in the third-party information,or the higher the consistency of the evaluation of emotional non-core traits,the better the effect of trust repair;(3)Evaluation of Cognitive Core-Emotional Core Characteristics has the best effect on trust repair,followed by the evaluation of cognitive core traits,and again by the evaluation of the emotional core traits.The evaluation of cognitive non-core + emotional non-core traits has the worst effect on trust repair;the third party has mixed traits.The interaction between evaluation of mixed traits and consistency of evaluation in third-party information is significant.When the consistency of evaluation is higher,the evaluation of cognitive traits is best for the effect of trust repair.When the consistency of evaluation is lower,the evaluation of emotional traits has the best effect on the restoration of trust.The low-consistent evaluation of cognitive core + emotional core traits has a higher impact on trust repair than that of the high-consistent evaluation cognitive non-core + emotional non-core traits.