Effect of penitence on social media trust and privacy concerns: The case of Facebook

作者：

Highlights：

• The persuasiveness of a penitential social account (apology) has intricate effect on trust repair process.

• Trust in primary entity/services as well as affiliate entity services influenced by entity’s behavioral integrity.

• Privacy concerns are influenced by the degree of alignment between word and actions of the violating entity.

• In some context, privacy concerns play a minimal role trust repair process.

摘要

•The persuasiveness of a penitential social account (apology) has intricate effect on trust repair process.•Trust in primary entity/services as well as affiliate entity services influenced by entity’s behavioral integrity.•Privacy concerns are influenced by the degree of alignment between word and actions of the violating entity.•In some context, privacy concerns play a minimal role trust repair process.

论文关键词：Apology,Behavioral integrity,Privacy concerns,Trust,Facebook,Social media

论文评审过程：Received 23 February 2019, Revised 17 May 2019, Accepted 17 May 2019, Available online 8 June 2019, Version of Record 8 June 2019.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2019.05.014