An Analysis of Trust, Distrust, and Their Antecedents: Development of a Comprehensive Model of Consumer Intentions in Technology-Driven Transactions

Abstract

Data breaches -- security incidents -- have become an everyday occurrence with hundreds of millions of consumers having their lost personal identification information (PII), had their credit and debit card numbers stolen, and their credit compromised. Despite the risk, consumers continuously swipe their cards and share their personal information regularly. This study examines the impacts of trust and distrust on consumer intentions in this environment. More than 1,700 consumers involved in technology-driven transactions comprise the data sample. Trust, distrust, and their antecedents are investigated to determine (1) if trust and distrust are truly two distinct constructs, (2) if the two constructs have unique antecedents, and (3) their impacts on consumer intentions toward transactions. The study expands the literature treating trust and distrust as distinct yet inter-related constructs and by introducing new antecedents. Our findings suggest that trust and distrust are not the same construct and impact consumer intentions to transact.