Trust in Crisis: Unraveling the Affective and Cognitive Mechanisms of Government Response in Shaping Public Trust

ABSTRACT Severe digital service failures with crisis‐like characteristics often arise from routine technical problems and coordination failures. When such failures escalate into events that threaten public trust in government, rebuilding trust becomes especially challenging. Unlike isolated external shocks, such failures signal potential systemic competence deficiencies, making restoration efforts more complex. However, empirical evidence on how government responses contribute to trust recovery through underlying psychological mechanisms remains limited. Drawing on uncertainty management theory, this study develops and empirically tests a dual‐pathway model for trust recovery. Results from a vignette experiment with 270 Chinese citizens reveal that government responses combining timeliness and transparency are particularly effective in restoring public trust. Specifically, such combined responses restore affect‐based trust by reducing anger and strengthen cognition‐based trust by reducing risk perceptions. By illuminating how the combination of response dimensions functions through distinct psychological pathways, these findings advance understanding of how governments can rebuild public trust following digital service failures with crisis‐like characteristics. This study also provides guidance for policymakers in designing response strategies that address both emotional and cognitive concerns, thereby sustaining public trust amid digital transformation.