Riegelsberger, J; Sasse, MA; (2001) Trustbuilders and Trustbusters: The Role of Trust Cues in Interfaces to e-Commerce Applications. In: Schmid, B and Stanoevska-Slabeva, K and Tschammer, V, (eds.) Proceedings of the 1st IFIP International Conference on E-Commerce, E-Business, and E-Government: I3E 2001. (pp. pp. 17-30). Kluwer Academic Publishers: Zurich, Switzerland.

Preview

Text Sasse_Riegelsberger%2BSasse_Trustbuilders and trustbusters_I3E2001.pdf Download (189kB) | Preview

Abstract

This paper investigates how interface design can help to overcome the proclaimed 'lack of trust' in c-commerce sites. Based on existing social science knowledge on trust, and our own exploratory study using Grounded Theory methods, we developed a model of consumer decision making in online shopping. Due to the separation in space and time when engaging in e-commerce, there is an increased need for trust, rather than the oft-proclaimed lack of trust. Based on this model we then review design guidelines through empirical tests. We focus on approaches that aim to increase trust by increasing the social presence of an interface. We identified cues in the user interface that help to build trust to some extent (trustbuilders), and some cues that have a great potential for destroying trust (trustbusters).

Download activity - last month

Export as CSVXMLJSON

Download activity - last 12 months

Export as XMLCSVJSON

Downloads by country - last 12 months

Export as XMLCSVJSON

Archive Staff Only

View Item