ArticleFrontiers in public health2026
The effect of online hygiene information expression on customers' institutional and cognitive trust in tourist accommodation.
Article in Frontiers in public health, 2026. The graph could read no effect estimate from its abstract, so it casts no vote on the map. An erratum has been issued. Not yet cited in PubMed.
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Corrections and comments
- Erratum issued
Authors and funding
5 authors.
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Abstract
In the digital economy, the ways in which hotels communicate their hygiene standards have become a decisive factor shaping travelers' intention to book, as specific cleaning information-an inherently "invisible service"-is closely related to the credibility perceived through digital platform trust mechanisms. This study examines how hygiene information is conveyed on hotel digital platforms and develops a structural equation model linking "institutional mechanisms → perceived trust → behavioral intention" to investigate the formation pathways of institutional trust and cognitive trust and their mediating roles in users' intention to stay. Based on an online survey of 216 respondents with recent hotel accommodation experience, and using structural equation modeling (SEM) for analysis, the analysis confirms that five institutional mechanisms-standardized cleaning procedures, traceable sanitation pathways, timely feedback responsiveness, information completeness, and hygiene certification-are significantly associated with trust dimensions. The study further introduces "disgust sensitivity toward hygiene" as a moderating variable, showing that highly sensitive users report stronger trust responses when exposed to authoritative hygiene disclosures. Empirical results reveal that cognitive trust is primarily driven by information authenticity and responsive feedback mechanisms, whereas institutional trust hinges on external endorsements and the visualization of cleaning processes; both forms of trust are positively associated with stay intention. The study translates the most influential determinants into actionable design strategies for digital platforms, offering theoretical grounding and practical guidance for optimizing interface and process design in the context of digital hygiene governance.
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