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A Matter of Trust and Emotions: a Complexity Theory Approach to Explain the Adoption of eGovernment Services

This research uses complexity theory to offer a deeper insight on the causal patterns of factors explaining the adoption of e-government services. To this end, we propose a conceptual model comprising of affective factors (positive and negative emotions) and cognitive factors (trust of the government, trust of the service, and perceived net benefits of e-government services) along with research propositions. Our propositions are validated by employing a fuzzy-set qualitative comparative analysis (fsQCA) on a sample of 502 users of e-government services. Findings indicate five configurations of cognitive and affective perceptions that lead to high intention to use an e-government service. Of paramount importance are affective values and trust values since their mandatory presence or absence is incorporated in all configurations. The study has both theoretical and practical implications for academic scholars pertaining the development of new e-government adoption theories and the provision of egovernment services.