{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,31]],"date-time":"2026-07-31T00:26:25Z","timestamp":1785457585561,"version":"3.56.0"},"reference-count":188,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2023,12,4]],"date-time":"2023-12-04T00:00:00Z","timestamp":1701648000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2025,3,14]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The current body of empirical research regarding the impact of trust in the cybersecurity commitment of institutions on digital payment usage has focused solely on a macro-level analysis, overlooking the intricate dynamics between institutions' cybersecurity commitments and the trust levels of digital payment users. In light of this limitation, this study aims to offer a more comprehensive understanding of this complex relationship.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A case study was conducted on digital payment users in India through the critical realist lens. To gather data, interviews and focus group discussions were conducted with digital payment users from various regions of the country.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The citizen-centric outcomes of the national cybersecurity commitment (performance and responsiveness) are the most prominent and impactful trust indicators. These outcomes play a crucial role in shaping digital payment users' perception and trust in the cybersecurity commitment of public institutions. Individuals' value positions also influence trust judgments, as it is essential to recognize the value tensions that may arise due to security implementation and their congruence with citizens' values.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The findings of this study have significant implications for policymakers. They are potentially an artifact of the security and perception of digital payment users and the cultural uniqueness of digital payment users in India.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The study proposes a holistic understanding of the relationship between institutions' cybersecurity commitments and the trust levels of digital payment users. It offers a qualitative evaluation of how digital payment users perceive and construe efficient information security management implemented by public institutions.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-05-2023-0434","type":"journal-article","created":{"date-parts":[[2023,12,1]],"date-time":"2023-12-01T01:26:17Z","timestamp":1701393977000},"page":"714-756","source":"Crossref","is-referenced-by-count":44,"title":["Understanding the process of building institutional trust among digital payment users through national cybersecurity commitment trustworthiness cues: a critical realist perspective"],"prefix":"10.1108","volume":"38","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1591-5492","authenticated-orcid":false,"given":"Ben","family":"Krishna","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-5538-4764","authenticated-orcid":false,"given":"Satish","family":"Krishnan","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"M.P.","family":"Sebastian","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2023,12,4]]},"reference":[{"issue":"2","key":"key2025031312454174400_ref001","article-title":"Speaking in two voices: American equivocation about the internal revenue service","volume":"42","year":"1998","journal-title":"American Journal of Political Science"},{"issue":"8","key":"key2025031312454174400_ref002","doi-asserted-by":"crossref","first-page":"420","DOI":"10.17705\/1jais.00340","article-title":"Explaining trust in IT-mediated elections: a case study of e-voting in Brazil","volume":"14","year":"2013","journal-title":"Journal of the Association for Information Systems"},{"issue":"8","key":"key2025031312454174400_ref003","doi-asserted-by":"crossref","first-page":"1058","DOI":"10.1108\/JSM-04-2021-0130","article-title":"Mobile payment adoption in Latin America","volume":"36","year":"2022","journal-title":"Journal of Services Marketing"},{"issue":"2","key":"key2025031312454174400_ref004","doi-asserted-by":"crossref","first-page":"137","DOI":"10.1016\/j.giq.2010.06.010","article-title":"Trust and transformational government: a proposed framework for research","volume":"28","year":"2011","journal-title":"Government Information Quarterly"},{"issue":"4","key":"key2025031312454174400_ref005","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1080\/09540969609387945","article-title":"From private choice to Public Trust: a new social basis for welfare","volume":"16","year":"1996","journal-title":"Public Money and Management"},{"issue":"6","key":"key2025031312454174400_ref006","doi-asserted-by":"crossref","first-page":"1538","DOI":"10.2307\/257068","article-title":"Development of leader-member exchange: a longitudinal test","volume":"39","year":"1996","journal-title":"Academy of Management Journal"},{"key":"key2025031312454174400_ref007","doi-asserted-by":"publisher","DOI":"10.1108\/ITP-03-2022-0223","article-title":"Assessing factors influencing consumers' non-adoption intention: exploring the dark sides of mobile payment","year":"2022","journal-title":"Information Technology and People"},{"key":"key2025031312454174400_ref008","unstructured":"Benchmarking Indian payment system (2022), \u201cBenchmarking Indian payment system\u201d, July, available at: https:\/\/rbidocs.rbi.org.in\/rdocs\/PublicationReport\/Pdfs\/BENCHMARKINGPAYMENTSYSTEMSD3ED3C0A159D47E5B32AF438592EC680.PDF (accessed 31 March 2023)."},{"issue":"2","key":"key2025031312454174400_ref009","article-title":"Dealing with cynical citizens","volume":"57","year":"1997","journal-title":"Public Administration Review"},{"key":"key2025031312454174400_ref010","doi-asserted-by":"crossref","first-page":"337","DOI":"10.1007\/s11115-019-00444-6","article-title":"Public trust in local government: explaining the role of good governance practices","volume":"20","year":"2020","journal-title":"Public Organization Review"},{"key":"key2025031312454174400_ref011","volume-title":"Philosophy and Scientific Realism","year":"1998"},{"key":"key2025031312454174400_ref012","volume-title":"Entity-based vs Activity-Based Regulation: A Framework and Applications to Traditional Financial Firms and Big Techs","year":"2022"},{"key":"key2025031312454174400_ref013","unstructured":"Braithwaite, V. 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