Research On APP User Trust Repair Mechanism In Privacy Information Violation Scenario

The frequent occurrence of APP privacy violations has plunged APP service providers into a crisis of user trust.Trust is the link that maintains the relationship between APP service providers and users and determines long-term transactions between them.Privacy violations consume user trust and cause adverse reactions such as reduced user willingness to use,reduced adoption behavior,and increased negative evaluation.In an online environment,limited communication channels and narrow time windows between service providers and users make it particularly difficult to repair trust.Effective trust repair strategies not only help companies avoid the risk of customer loss,but also create a secure and trusted Internet privacy environment.Therefore,how to repair the damaged trust and win back users has become a real problem that APP service providers need to solve.Previous studies have explored the effectiveness of repairing strategies such as apology and economic compensation in trust repair under e-commerce and interpersonal communication scenarios.However,the questions such as which trust repair strategies should be taken in the context of APP privacy violation,how effective these strategies are,and why the trust repair strategies work in the process have not been answered effectively.In order to solve the above problems,this paper starts from the APP privacy violation scenario and explores the mechanism of trust repair strategy on trust based on justice theory.Justice promotes the generation of trust.Apologies and compensation indirectly play a role in trust through interactional justice and distributive justice.Based on this,a "trust repair strategy-perceived justice-repaired trust" multi-mediator model is constructed to reveal the mediation mechanism between trust repair strategy and repaired trust.A quasi-experimental study was used to design scenarios and questionnaires.256,260,259 valid questionnaires were collected for three types of trust repair strategies,and the mediation effect was tested by bootstrap method.The results show that informational repair indirectly affects repaired trust through interactional justice,procedural justice,and distributive justice,while affective repair indirectly affects repaired trust through interactional justice and procedural justice,and functional repair only through interactional justice.Results also indicate that the distinctions of mediating effects of different justice in the informational repair strategy model and the affective repair strategy model are not obvious.In the end,the two types of privacy violations,including illegal collections and illegal uses,have no significant moderating effects on the relationship between repair strategies and justice.In theory,this study effectively extends the research on trust repair to the context of APP privacy violation,deepens and expands the research on the relationship between enterprise crisis management and user perception and behavior,explains the mechanism of trust repair from a multidimensional perspective,reveals the multiple intermediary effects between trust repair strategies and trust relationship chain,and clarifies the boundary conditions for trust repair strategies to enhance perceived justice.In practice,this study provides measures for mobile Internet enterprises to repair user trust in the context of privacy violations,provides reference for the classification of privacy violations,and provides suggestions for the public and APP users to establish privacy protection awareness.